Experienced Customer Service Manager – IT Support and Service Delivery

Join arenaflex, a trusted partner to the Department of Defense, in shaping the future of defense through advanced tech and innovative solutions. Since 1968, we've been dedicated to safeguarding our nation through cutting-edge projects that make a real impact. Dive into exciting opportunities in Cybersecurity, IT, Data Analytics, and more. Propel your career forward and be part of something extraordinary.

About arenaflex

arenaflex is a leading provider of advanced technology and innovative solutions to the Department of Defense. Our team of experts is committed to delivering exceptional results and making a real difference in the lives of our customers. We're proud to be a trusted partner to the DoD, and we're looking for talented individuals like you to join our team.

Job Summary

arenaflex is seeking an experienced Customer Service Manager to join our team in JBAB Washington, DC. As a Customer Service Manager, you will be responsible for overseeing the IT Customer Service team, ensuring timely and accurate support to end-users, while also evaluating team performance and improving IT support practices according to contract requirements. You will lead, mentor, and develop customer support representatives, handle customer escalations, and develop and implement customer service policies and best practices.

Responsibilities

* Oversee daily customer service operations and team performance, including monitoring key performance indicators and QASP metrics such as response time, resolution rate, and customer satisfaction scores.

• Lead and manage the IT customer service team, including hiring, training, and motivating staff, as well as evaluating their performance.
• Train and mentor customer support representatives to equip them with the skills and knowledge to provide excellent support to customers.
• Handle customer escalations and complex service issues, ensuring that difficult issues are resolved effectively and efficiently.
• Develop and implement customer service policies and best practices, creating and maintaining processes that ensure consistent and high-quality customer service.
• Analyze customer feedback to identify service improvement opportunities, using data to identify areas where service can be enhanced.
• Manage customer support tools and CRM software, ensuring that these tools are used effectively and efficiently.
• Ensure compliance with company policies and industry regulations, adhering to all relevant standards, as well as best practices.
• Provide IT support to clients, including overseeing the resolution of client issues, managing service-level agreements (SLAs), and maintaining high levels of client satisfaction.

Minimum Qualifications

* Bachelor's Degree and 7+ years of IT administration or Engineering experience; an additional 4 years of related experience can be substituted in lieu of a degree.

• CASP+ Certification or ability to obtain within 6 months of hire.
• DoD 8570 Computing Environment certification within 6 months of hire.
• Knowledge of Microsoft Windows Systems, HP SANs, VMware products.
• Experience with Microsoft Office (Word, Excel, PowerPoint, Visio), Microsoft SharePoint, Microsoft Outlook.
• Ability to identify and resolve technical issues, ensuring the smooth operation of systems.

Preferred Qualifications

* ITIL Certification.

• Experience with ServiceNow.
• One of the following certifications is desired: MCSE - Microsoft Certified System Engineer, MCSE - Microsoft Certified Solutions Expert, MCSA - Microsoft Certified Solutions Associate, MCITP - Microsoft Certified Information Technology Professional, VMware VCP - VMware Certified Professional, CCNA - Cisco Certified Network Administrator.
• ITIL Foundations or later certification highly desired.

Security Clearance Requirements

* US Citizenship required and active TS clearance adjudicated within the last 6 years.

• Candidate must be open to Poly if selected by the customer.

Physical Requirements

* Must be able to remain in a stationary position 50%.

• Frequently communicates with co-workers, management, and customers, which may involve delivering presentations; must be able to exchange accurate information in these situations.

Compensation and Benefits

The projected compensation range for this position is $- per year. arenaflex invests in its employees beyond just compensation. arenaflex's benefits offerings include, dependent upon position, Health Insurance, Life Insurance, Paid Time Off, Holiday Pay, Short Term and Long Term Disability, Retirement and Savings, Learning and Development opportunities, wellness programs as well as other optional benefit elections.

EEO Statement

arenaflex International Corporation considers all qualified applicants for employment without regard to disability or veteran status or any other status protected under any federal, state, or local law or regulation.

How to Apply

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