DoS Customer Service Supervisor

at  General Dynamics Information Technology

Type of Requisition:
Regular
Clearance Level Must Currently Possess:
Secret
Clearance Level Must Be Able to Obtain:
Secret
Suitability:
Public Trust/Other Required:
None
Job Family:
Customer Service
Job Qualifications:
Skills:
Call Center Management, Coaching, Communication, People Management, Working Independently
Certifications:
Experience:
5 + years of related experience
US Citizenship Required:
Yes
Job Description:
We are GDIT. The people supporting and securing some of the most complex government, defense, and intelligence projects across the country. We ensure today is safe and tomorrow is smarter. Our work has meaning and impact on the world around us, but also on us, and that’s important.
GDIT is your place. You make it your own by embracing autonomy, seizing opportunity, and being rusted to deliver your best every day.
We think. We act. We deliver. There is no challenge we can’t turn into opportunity. And our work depends on a Customer Service Supervisor joining our team to support our Department of State (DoS) Bureau of Information Resource Management (IRM) Enterprise Service Desk Program in Bossier City, LA.

At GDIT, people are our differentiator. As a Customer Service Supervisor supporting DoS, you will be trusted to supervise a team of agents in order to meet operational goals while ensuring customer satisfaction. In this role, a typical day will include:

• Providing feedback and coaching as appropriate to improve overall performance of agent and/or team
• Leading and supervising a team of service desk agents using designated systems and proven coaching methods
• Routinely supervising, monitoring, and evaluating team metrics for quality of service and to ensure compliance with client Service Level Agreements
• Delivering administrative support to assist with the management of day-to-day operations
• Developing and presenting presentations to customers, perspective clients, and company senior leadership
• Participating in human resources activities such as interviewing prospective candidates, assisting with hiring, performance management and off-boarding, employing standard Company personnel management methods
• Maintaining focus on client and operational goals while ensuring customer satisfaction
• Following established practices and procedures in support of Service Desk operations
• Managing customer calls in case of extraordinary call volume circumstances

REQUIRED QUALIFICATIONS:

• High School Diploma or equivalent
• 5 or more years of related experience
• Ability to obtain and maintain a Secret Level Clearance
• Intermediate proficency utilizing MS Office Suite
• Access to 10 Mbps of download speed and 1 Mbps of upload speed of dedicated internet bandwidth (Satellite provided Internet Service will not qualify)
• Ability to work remotely (from the comfort of your own home) in a quiet work environment free from distractions
• Ability to work at a GDIT site or facility for a minimum of 3(three) days a week
• Louisiana residency within a 60-mile radius of our Bossier City
• US Citizenship
• Ability and willingness to work any shift, 24 x 7 x 365

PREFERRED QUALIFICATIONS:

• Associate’s degree in Business or related field
• 5 or more years of experience managing a team (call center management experience HIGHLY preferred)
• HDI-SCA certification
• ITIL Foundations v4 certification
• Demonstarted experience with SNOW

• Providing feedback and coaching as appropriate to improve overall performance of agent and/or team
• Leading and supervising a team of service desk agents using designated systems and proven coaching methods
• Routinely supervising, monitoring, and evaluating team metrics for quality of service and to ensure compliance with client Service Level Agreements
• Delivering administrative support to assist with the management of day-to-day operations
• Developing and presenting presentations to customers, perspective clients, and company senior leadership
• Participating in human resources activities such as interviewing prospective candidates, assisting with hiring, performance management and off-boarding, employing standard Company personnel management methods
• Maintaining focus on client and operational goals while ensuring customer satisfaction
• Following established practices and procedures in support of Service Desk operations
• Managing customer calls in case of extraordinary call volume circumstance