Customer Support Manager

Customer Support Manager
Reston VA 20190

Security Clearance Requirement:Current TS/SCI CI Poly
Location Note: OnSite Support Required

Position Description:
Evolve Technology Systems Inc. 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 78 personnel and providing customer relationship management and enduser 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 Centerin coordination with the contract Program Managers.
• Manage and mentor a staff of 78 personnel and conductperformance assessments and constructivefeedback discussions.
• Work with Program Managers to provide effective and efficient management and of contract services and deliverables.
• Coordinate staffing and developshift 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 provideinput to requirements analysis system testing end user documentation and training.
• Support agencywide audit remediation by monitoring teams application privileges and performing periodic reviews and corrective actions.
• Plan and executeBrown Bag Sessions and training to program team members in respective customer support service area(s)
• Serve as a liaison to other offices and collaboratewith other agencies.
• Provide polite and friendly customer service.
• Provide first contact and incident resolution to customers with software and application problems. Includeselectronically submittedrequestsas well astelephonic 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 workthrough various types of Tier II issues with the customer or on the customers 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 selfhelp 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.

• U.S. citizenship
• Current TS/SCI Security clearance
• Current CI poly or eligibility to obtain CI poly
• 8 years of relevant experience with a bachelors degree OR 6 years of relevant experience with a masters 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)

• 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)

Evolve Technology Systems Inc. provides Mission Operations Information Technology Management and Intelligence Analysis support services to advance National Security and other Federal Government programs within the Department of Defense (DoD) Intelligence and Civilian government agencies. For more information please visit us at www.evolvetechsystems.

Evolve Technology Systems Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws. This policy applies to all terms and conditions of employment including recruiting hiring placement promotion termination layoff recall transfer leaves of absence compensation and training. We comply with Form I9 identity and legal work authorization requirements for Employment Eligibility Verification in accordance the Immigration Reform and Control Act of 1986 (IRCA).

Evolve Technology Systems Inc. offers fair and competitive compensation and benefits to all eligible employees. Salaries are dependent upon a wide range of factors including position requirements customer/program needs individual qualifications education experience certification and/or training location and other jobrelated factors.

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