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General Dynamics Information Technology · 5 hours ago

Customer Technology – Client Services/Front End Lead

Arlington, VA

Full-time

Onsite

Senior Level, Lead/Staff

$126K/yr - $170K/yr

10+ years exp

General Dynamics Information Technology is a global technology and professional services company. They are currently seeking a Client Services Team Lead who will provide oversight in areas such as Deskside Support and Inventory Management in a high-volume, fast-paced environment.

Artificial Intelligence (AI)Cloud ComputingConsultingCyber SecurityInformation Technology

No H1B

U.S. Citizen Only

Responsibilities

Managing customer service professionals directly and/or through subordinate managers or supervisors and offers leadership, coaching, and training

Managing teams of at least 40+ personnel team supporting devices including desktops, laptops, printers, peripherals, and mobile devices (including tablets) across U.S

Strong understanding of IT asset lifecycle management and software license management is crucial

Excellent communication skills with the ability to present both high level and detailed tactical solutions to customers

Extremely detail oriented and able to monitor, review and analyze incident management performance metrics and recurring issues/requests. Proactively make recommendations for prevention and resolution

Lead coordination efforts with customer for oversight in ensuring the Customer Service expectations and vision is always delivered

Developing the standard for field technicians and customer satisfaction metrics to improve service levels

Responsible to ensure contractual SLAs are met

Assessing training needs and spearheading the development of training programs

Update and oversee technical and training documentation updates as needed including problem resolution and base configurations

Plan, prioritize, and schedule, desk side support, and executive support activities to ensure continuity of service

Lead, direct, evaluate, and develop staff to ensure that users receive competent and timely service

Analyze desk side, and executive support inquiries to identify recurring user problems, recommend solutions, and to identify areas where service can be improved

Ensure that staff use and maintain problem management databases so the activities and performance can be monitored

Evaluate and implement efficiencies for Client services Team

Manage and/or support special projects

Qualification

ITIL v4 certificationPerformance MetricsLeadershipPMP certificationAnalytical skillsTraining developmentCustomer serviceCommunication skillsProblem-solving skills

Required

10 + years of related experience

US Citizenship Required: Yes

Managing customer service professionals directly and/or through subordinate managers or supervisors and offers leadership, coaching, and training

Managing teams of at least 40+ personnel team supporting devices including desktops, laptops, printers, peripherals, and mobile devices (including tablets) across U.S

Strong understanding of IT asset lifecycle management and software license management is crucial

Excellent communication skills with the ability to present both high level and detailed tactical solutions to customers

Extremely detail oriented and able to monitor, review and analyze incident management performance metrics and recurring issues/requests. Proactively make recommendations for prevention and resolution

Lead coordination efforts with customer for oversight in ensuring the Customer Service expectations and vision is always delivered

Developing the standard for field technicians and customer satisfaction metrics to improve service levels

Responsible to ensure contractual SLAs are met

Assessing training needs and spearheading the development of training programs

Update and oversee technical and training documentation updates as needed including problem resolution and base configurations

Plan, prioritize, and schedule, desk side support, and executive support activities to ensure continuity of service

Lead, direct, evaluate, and develop staff to ensure that users receive competent and timely service

Analyze desk side, and executive support inquiries to identify recurring user problems, recommend solutions, and to identify areas where service can be improved

Ensure that staff use and maintain problem management databases so the activities and performance can be monitored

Evaluate and implement efficiencies for Client services Team

Manage and/or support special projects

Minimum of 10 years of experience Client Services, including at least 3 years in an IT outsourcing environment to manage Personnel performance of the end user customer services

ITIL v4 foundations certification and ITIL intermediate (Managing Professional, Strategic Leader or Practice Manager) required

Preferred

Bachelor's Degree in related fields is a plus

PMP certification is a plus

HDI certificate is a plus

Benefits

401K with company match

Comprehensive health and wellness packages

Internal mobility team dedicated to helping you own your career

Professional scientific growth opportunities, including journal subscriptions, conference attendance, and supporting publication journey

Cutting-edge technology you can learn from

Rest and recharge with paid vacation and holidays

Variety of medical plan options, some with Health Savings Accounts

Dental plan options

A vision plan

A 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match

Full flex work weeks where possible

A variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave

Short and long-term disability benefits

Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance

Company

General Dynamics Information Technology

Glassdoor3.9

General Dynamics Information Technology is an IT consulting company that specializes in cyber security, AI, and quantum computing. It is a sub-organization of General Dynamics.

Founded in 1999

Falls Church, Virginia, USA

10001+ employees