General Dynamics Information Technology

Customer Service Supervisor (VA ESDMS)

General Dynamics Information Technology

full-time

Posted on:

Origin:  • 🇺🇸 United States • Louisiana

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Salary

💰 $43,888 - $57,500 per year

Job Level

Mid-LevelSenior

Tech Stack

Cloud

About the role

  • General Dynamics IT (GDIT) is seeking a Customer Support Supervisor to support the Department of Veterans Affairs Enterprise Service Desk (VA ESDMS).\n
  • As a Customer Support Supervisor on our VA ESDMS team you will motivate, coach, and develop a team of help desk professionals.\n
  • Customer Support Supervisors at General Dynamics are given the opportunity to hone their leadership skills and develop their problem-solving abilities in an exciting high-energy environment while supporting a large federal government contract at our facility.\n
  • If you enjoy motivating others by facilitating teamwork and providing performance-based feedback, you will find this role to be both rewarding and challenging.\n
  • In this role YOU will: Model high ethical and professional conduct Maintain focus on client and operational goals while ensuring customer satisfaction Provide administrative support to assist with the management of day-to-day operations Prepare and give presentations Aid human resources by interviewing prospective candidates and employing personnel management methods Lead a team of call center representatives using proven coaching methods Monitor performance to assure quality of service Routinely supervise, monitor, and evaluate team metrics for quality of service and to ensure compliance with Client Service Level Agreements May be required to handle customer calls in case of extraordinary call volume circumstances Follow established practices and procedures in support of Service Desk operations

Requirements

  • A high school diploma or equivalent AND; 5 or more years of experience working with call center software and programs and/or working with organizational functions and personnel (Education may be substituted for years of experience)\n
  • Availability to work any shift during hours of operation (24 hours a day, 7 days a week)\n
  • A quiet at home work environment free from distractions\n
  • Access to 10 Mbps of download speed and 1 Mbps of upload speed of dedicated internet bandwidth\n
  • Louisiana OR Texas residency living within a reasonable driving distance (approximately 60 miles) of our Bossier City, LA or El Paso, TX facility\n
  • Ability to obtain and maintain a U.S. public trust suitability\n
  • Ability to obtain an ITIL v. 4 certification within 180 days of hire