Senior Customer Service Manager
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Job Description
Customer Service Sr Manager leading help desk operations and driving process improvement initiatives for GDIT. Ensuring high-quality customer support and leveraging modern IT service practices.
Responsibilities:
- Lead daily help desk operations and ensure high-quality customer support delivery
- Establish and improve help desk processes, workflows, SOPs, and governance practices
- Drive continuous improvement initiatives aligned with IT service management best practices
- Develop and monitor operational metrics, dashboards, SLAs, and performance reporting
- Oversee ticket quality assurance, escalation management, and process compliance reviews
- Identify opportunities for AI enabled capabilities such as virtual agents and intelligent ticket routing
- Optimize utilization of Jira Service Management and Confluence
- Collaborate with leadership and technical teams to improve support operations and customer satisfaction
Requirements:
- Bachelor’s degree in information technology, Business Administration, or related field (or equivalent experience)
- Minimum 10 years of experience in IT support, help desk operations, or IT service management
- Minimum 5 years of experience leading enterprise help desk or service desk teams
- Strong knowledge of IT service management frameworks such as CMMI and ITIL
- Hands-on experience with ITSM, such as Jira Service Management, and knowledge management platforms, such as Confluence
- Experience developing operational metrics, SLAs, dashboards, and reporting
- Familiarity with AI, automation, and modern service management technologies preferred
- Experience supporting federal or enterprise environments preferred
Benefits:
- Comprehensive benefits and wellness packages
- 401K with company match
- Vacation, sick and personal time
- Paid parental leave
- Military, bereavement and jury duty leave
- Short and long-term disability benefits
- Life, accidental death and dismemberment insurance
- Personal accident and critical illness insurance
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