Customer Support Manager
Reston, VA 20190
Security Clearance Requirement: Current TS/SCI CI Poly

Position Description:
Our client is hiring a Customer Support Manager to serve as a working lead of a Customer Relationship and Services Support Center in support of an Intelligence Community program. Qualified candidates will have direct experience managing a staff of 7-8 personnel and providing customer relationship management and end-user system support for numerous business system applications and related tools.

Duties and Responsibilities:

• Serve as a working lead of a Customer Relationship and Services Support Center in coordination with the contract Program Managers.
• Manage and mentor a staff of 7-8 personnel and conduct performance assessments and constructive feedback discussions.
• Work with Program Managers to provide effective and efficient management and execution of contract services and deliverables.
• Coordinate staffing and develop shift schedules to support normal and surge work hours determined by the Project Management Office (PMO).
• Review and provide input to program level deliverables and schedules.
• Support and provide input to requirements analysis, system testing, end user documentation and training.
• Support agency-wide audit remediation by monitoring team’s application privileges and performing periodic reviews and corrective actions.
• Plan and execute Brown Bag Sessions and training to program team members in respective customer support service area(s)
• Serve as a liaison to other offices and collaborate with other agencies.
• Provide polite and friendly customer service.
• Provide first contact and incident resolution to customers with software and application problems. Includes electronically submitted requests as well as telephonic support.
• Triage customer ticket requests for resolution by staff members.
• Systematically review and improve team processes to resolve as many incidents as possible during the first contact, or at Tier I. Efficiently escalate incidents to higher Tier II or Tier III when required.
• Document incident status and solutions in incident database tools and work through various types of Tier II issues with the customer or on the customer’s behalf.
• Develop a sufficient level of expertise in respective service areas to represent the program office on organizational calls and meetings.
• Provide answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability.
• Apply technical writing skills to draft, update and edit Quick Reference Guides (QRGs), Standard Operating Procedures (SOPs) and other applicable documentation.
• Apply analytical skills to research complex problems and collaborate with the correct resources to provide an accurate solution.
• Possess current working knowledge of computers, printers, laptops, and common windows applications.

Education and qualifications:

• U.S. citizenship w/ Current CI poly 
• 8 years of relevant experience with a bachelor’s degree OR 6 years of relevant experience with a master’s degree required for consideration.
• Experience providing IT or Software Application related customer support services
• Experience managing and mentoring teams
• Demonstrated proficiency with customer ticketing systems
• Excellent analytical and organizational skills
• Exceptional verbal and written communication skills
• Must be comfortable in a coordination role interacting with Government and contractor staff across functional and technical areas
• Proficiency with Microsoft Office (Word, Excel, PowerPoint)

Preferred experience

• Experience managing customer support centers
• Acquisition or Contract Management Systems (e.g. DIA CMS - DIA Contract Management System)
• PeopleSoft Financial Systems (e.g. NSA FACTS - NSA Financial Accounting and Corporate Tracking System)
• Financial Programming, Planning, Budgeting or Spend Planning Systems (e.g. IRIMIS - Intelink Resource Management Information System)