Oversees multiple employees operating within a defined support operations area.
Works with clients to develop, implement and review customer relations service improvement programs to enhance delivery of service.
Implements core business processes and assists in process improvement initiatives in order to enhance customer service. Recommends changes to policies and establishes procedures that affect immediate policies and procedures.
Maintains communications with customer staffs and management to ensure that service is delivered on time and within budget. Interacts with subordinate supervisors, customers and/or functional peer group managers, typically involving matters between functional areas, other company divisions or units, or customers and the company.
Leverages business, technical, and interpersonal skills to manage center operations, customers, and operations personnel.
Recommends and/or initiates the selection and hiring of employees. Trains and evaluates employees to enhance their performance, development, and work product. Addresses performance issues and makes recommendations for personnel actions. Makes recommendations for salary increases, transfers and terminations to manager.
Coordinates and communicates with other area managers to leverage resources and discuss solutions to matters of significance.
Provides continuing training and review and/or development of related policies and procedures.
Bachelor's degree or equivalent combination of education and experience
Bachelor's degree in computer science, management information systems, or related field preferred
Four or more years of information systems experience
Experience working with customer technology and support requirements
Experience working with the technology industry
Must currently possess at a minimum an Interim security clearance and be able to obtain/maintain an active/valid US security clearance.
Strong communication skills
Strong interpersonal and presentation skills for interacting with Team members and clients
Good organization skills to balance and prioritize work
Good analytical and problem solving skills
Human relations skills to select, develop, mentor, discipline and reward employees
Good personal computer and business solutions software skills
Ability to work independently and as part of a Team
Ability to create and maintain formal and informal networks
Must be able to travel to various locations.
Note:This Job description describes the general nature of the duties and requirements of the Job. It is not intended to be an exhaustive list or to limit the supervisor's ability to modify work assignments as appropriate.