The Cadmus Group

  • Customer Service Director

    Job Locations US-VA-Arlington, Virginia
    Posted Date 3 weeks ago(5/30/2018 3:03 PM)
    Job ID
    2018-1493
    # of Openings
    1
    Category
    Information Technology
  • Overview

    As a Customer Service Director, you will be performing the following responsibilities and should possess the following experience:

    Responsibilities

    • Communicating with IT customers, employing a high tact and diplomacy to promote a positive image of the department
    • Developing Enterprise-wide Service Messages to provide early warning on planned service outages & issue resolution
    • Managing a team geographically dispersed IT Customer Service Team including after-hours & on call coverage
    • Coordinate with Project Managers to identify requirements, develop systems specification & coordinate with Tech staff
    • Coordinate with the Information Security team to communicate security awareness, compliance & training to end user staff 
    • Daily Service portal / ticket triage, prioritization & assignment
    • Developing a lessons-learned/problem resolution knowledge base
    • Administering, documenting & amending IT policies, IT procedures, and IT practices
    • Reporting on Performance Based Objectives & Service Level agreements & optimizing call resolutions
    • Leading and directing the work of others including highly technical Tier I &
    • Tier II “touch labor” technical staff
    • Provide support for Desktop, Network, Mobility, Video Conferencing and Telephony functions
    • Quickly identifying incidents that require escalation and coordination with Tier III
    • Completing lessons learned and problem trends, documenting and closing tickets with proper documentation
    • Ensuring coordination among Security, Engineering, Applications and Senior Management as appropriateEnsuring continuous improvement of the customer service team
    • Managing multiple high priority initiatives in a fast paced highly technical environment, and
    • Managing the service desk shift team staff including consultation on performance evaluations and promotions

    Qualifications

    Required Skills

    • Customer Service Leadership experience
    • Experience supporting both commercial and U.S. Government customer environments
    • Experience with collecting, managing and translating business requirements to technical staff (Engineers)
    • Experience leading technical teams to resolve technical issues in commercial and U.S. Government environments
    • Familiarity with Windows Active Directory, Group Policy, Windows10, ServiceNow and resolving high-level issues
    • Familiarity with Microsoft Office365, SharePoint on line and troubleshooting complex problems for customers
    • Experienced with ITIL or HDI processes and procedures and ensuring process improvement
    • Familiarity with user profile management
    • Experience in overall customer/vendor management best practices
    • Proven capability to analyze trends and metrics, ensuring team adjustments to concur complex problems in a helpdesk environment, while maintaining a positive customer experience.
    • Extensive background in motivating all helpdesk staff to complete their tasks within SLA’s or above SLA standards
    • Experience establishing and meeting goals for service improvement; collection of metrics, and reports
    • Results oriented
    • Experience in managing Human Resource issues such as progressive discipline, performance improvement plans, annual performance reviews, etc.

    Required Certification:

    • IT Infrastructure Library (ITIL) v3

    Desired Certifications:

    • Help Desk Institute (HDI)
    • CompTIA A+
    • Microsoft Certified Solutions Associate (MSCA):  Windows10

    Desired Skills: 

    • Microsoft (O365, SharePoint on line, AD, and GPOs) Deltek, ServiceNow

     

    EDUCATION AND YEARS OF EXPERIENCE

    • B.S. degree in a computer, or other information management related discipline plus 8-10 years of related work experience and at least 2 years in a supervisory capacity.

     

    PHYSICAL REQUIREMENTS

    • Ability to lift and move 30 lbs. of equipment.
    • Ability to lift and move computers/monitors.
       

    CLEARANCE (Desired NOT Mandatory)

    •  Secret Clearance

     

    Cadmus is an Equal Opportunity, Affirmative Action Employer and considers all applicants for employment without regard to race, color, religion, sex, national origin, protected veteran's status, or disability.

     

    Learn more about Cadmus by visiting our website at:  http://www.cadmusgroup.com

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