GD (NYSE) $170.27 February 27, 2020 11:54AM

Customer Support Manager

Job ID Number
RQ36963
Job Location
Arlington, VA
Category
Project/Program Management
Employment Type
Full Time
Business Unit
Information Technology
Location: USA VA Arlington
Full Part/Time: Full time
Job Req: RQ36963


Clearance Level Must Currently Possess:
Public Trust

Clearance Level Must Be Able to Obtain:
No Active Clearance Required

Suitability:
Public Trust

Job Family:
Program Management

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 trusted to deliver your best every day.

The Federal Deposit Insurance Corporation [FDIC] mission is to preserve and promote public confidence in the U.S. financial systems by insuring deposits in banks and thrift institutions for up to $250,000; by identifying, monitoring, and addressing risks to the deposit insurance funds; and by limiting the effect on the account and the financial system when a bank or thrift institution fails. GDIT provides the day-to-day operational services to FDIC in support of infrastructure, facilities, hardware, software, and systems. GDIT supports operational security, client support/help desk, data center operations, asset management, and systems engineering service areas.

GDIT is seekingaCustomer Support Manager(CSM) for theFDICinfrastructure program. U.S. Citizenship and background investigation is required; you must have a current clean financial background. (Though the position is 8-5 M-F, the role requires flexibility to support issues or planned activities after hours, weekends and holidays as needed.) Successful candidate must possess and be able to demonstrate technical skills and engineering attitude for success, dedication and commitment.

Task and responsibilities in this role include, but are not limited to the following:

The CSM shall lead the technical components of the implementation, operation, and maintenance of the IMS. In addition, the CSM shall manage the technical interfaces between the IMS and other client and supplier systems and lead the development of technical requirements for supplier operating agreements. It is desirable that the CSM have the following experience:
  • Experience managing a 7x24 enterprise-wide service desk including implementation of ITIL best practices.
  • Demonstrated success improving, optimizing, standardizing, and streamlining customer support processes that yielded improvements in customer satisfaction and resulted in cost reductions.
  • Demonstrated experience and proven success implementing changes, processes, and standards to improve an enterprise-wide service desk.
  • Demonstrated experience with help desk technologies like ServiceNow, Avaya, etc.
  • Demonstrated experience providing performance-based customer service support against multiple performance metrics in the Federal Government.
  • Demonstrated in-depth experience with the implementation and customization of Service Desk tools.
  • Demonstrated advanced proficiency in Client Services related analysis and project planning.
  • Demonstrated advanced proficiency with interpersonal and communication skills (verbal and written) in a Federal client services environment.


As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors. With approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

GDIT CAREERS

Opportunity Owned

Discover more at gdit.com/careers

Scheduled Weekly Hours:
40

Telecommuting Options:
Telecommuting Not Allowed

Work Location:
USA VA Arlington

Additional Work Locations:

For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training, and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs, and provide mission support services worldwide. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.