Customer Support Program Manager

Profile

Global Support Services, LLC (GSS) is currently looking for a Customer Support Program Manager
government contract in Washington DC. The Customer Support Program Manager is positioned within the Network Management (NM) group, which is managed by the Chief Information Officer (CIO) at the government agency. The Program Manager reports to the Special Projects Manager & manages the Contractor Customer Support (NM CS) team.
The Contractor Team works with federal staff led by the Customer Support Branch Chief that together is responsible for all aspects of NM CS performance. The Program Manager is responsible for guiding successful CS strategy & tactics. The Program Manager coordinates Customer Support activities across all organizations across the agency. At a high level, the Program Manager will lead the effort to develop, document, & implement the foundational standard operating procedures for Customer Support execution, including service desk activities, desktop support, remote support, program management, CS project life cycle management, quality assurance & control, patch management, IT hardware refresh activities, support the federal asset management team, technical writing, IT security awareness training, team travel for unmanned offices, & the contractor based organizational structure for Customer Support.
ESSENTIAL DUTIES & RESPONSIBILITIES:
General:
Provide the services detailed in this document to the 8500 members of the agency user base, utilizing a contractor employees in a shared environment with federal employees throughout the United States. This effort includes six manned offices: Washington DC, Boyers PA, Macon GA, Charlottesville VA, Shepardstown WV, & Aurora CO. It also includes more than 60 unmanned offices.
Standard Operating Procedures (SOPs):
Review & recommend changes to the SOP documents that detail the business practices, policies, & procedures approved by Customer Support in order to satisfy all contracted Service Level Agreements & Operational Level Agreements.
Service Desk (Tier I):
Monitor Service Level Agreements (SLAs) & Operational Level Agreements (OLAs) performance for Tier I services. Recommend changes to SOPs, training, & resource hiring when applicable to the Deputy Program Manager who is directly responsible for Tier I services. Tier I services consist of phone support, performance monitoring, & troubleshooting to resolve or provide password resets, COTS & standard software installs, hardware & software diagnoses, network connectivity, file searches, customer training & education, telework assistance, Blackberry assistance, & support for Two-Factor Authentication (token & PIV readers) initiatives.
Desktop & Remote Support (Tier II):
Monitor Service Level Agreements (SLAs) & Operational Level Agreements (OLAs) performance for Tier II services. Recommend changes to SOPs, training, & resource hiring when applicable to the Deputy Program Manager who is directly responsible for Tier II services. Tier II activities include diagnosing, resolving, restoring, encrypting, & supporting approved personal computer hardware, such as desktops, laptops, & mobile devices.
FIS Agent Field Customer Advocate
: Ensure that critical agency business function are properly supported in order to meet elevated service requirements for new field agent laptop deployments, break/fix resolution times, & on-site support of conferences & refresh activities.
Access Management:
Ensure the Deputy Program Manager leverages Federal & contractor support in order to process 35-day disabled users, systems access controls, maintenance of LAN & database accounts, Clearance Verification monitoring, Blackberry Enterprise Server (BES) administration, RSA administration, Exchange & DocHarbor accounts, management of security & distribution groups, & oversight of all paper documentation. The Access Management Team also provides VIP & SES account support, drive creation & access, external agency customer support, & on-call support.
Patch Management:
Ensure that software pushes & patches eliminate security vulnerabilities to various types of hardware in order to meet the functional & security needs of the agency’s 8500-member customer base, as well as adhere to all SLAs.
CS Project Management:
Ensure the coordination of CS projects that range in scope from single-system to agency-wide implementations. Meet with stakeholders to determine & maintain traceability matrices, develop detailed work breakdown structures, & track milestones. Ensure that project deliverables are complete, timely, & accurate. Provide progress reviews to NM management, provide weekly status reports, & perform other project management duties as directed by the COR/COTRs.
Remedy Development & Administration:
Manage the configuration & development of ITSM Remedy solutions, including the Change Management, Incident Management, Asset Management, Knowledge Management, Knowledge Base, Problem Management, & Service Request Management modules. Meet CIO/NM/CS strategic goals, operational goals, & SLAs through application development, database administration, & application administration.
Technical Writing:
Provide customer service technical documentation, verbiage for user manuals, application training, Notices/Events, web content, CD-based automated documentation, processes, & procedures.
Contingency Planning:
Ensure the presence of a working contingency plan in the event of government emergencies, security emergencies, or unplanned events such as adverse weather conditions.
Communications Management:
Ensure that customers receive proper notification before changing any network, server, security, or engineering resources. Provide updates to customers at affected agency sites.
Agency Security Training:
Ensure that the security training is updated & circulated to customers annually. Customer Support staff is responsible for monitoring & reporting on customers as they meet the given requirements for completion, as well as assisting customers with errors & connection issues. The staff also provides guidance & oversight during deployment, execution, & training.
Customer Support Budget:
Develop, document, & implement a budget & corresponding organizational structure in order to execute the CS service delivery strategy for meeting SLAs & OLAs.
Cost Management:
Develop, document, & implement cost management processes to plan, estimate, budget, & control costs, so that program services are completed within the proscribed budget & service levels.
Quality Management:
Develop, document, & implement quality policies, objectives, & responsibilities, so that all SLAs are consistently met & exceeded. At a minimum, the CS Quality Management Plan will include policies & documented SOPs for quality planning, assurance, & control. It will also ensure that User Acceptance Testing (UAT) methodologies identify any operational deficiencies in each project’s proposed solution.
Program Human Resource Management:
Develop, document, & implement processes, including planning roles & responsibilities, in order to organize & manage the Customer Support teams. Obtain the resources needed to meet & exceed SLAs. Develop resources by improving competencies & communication between team members, as well as managing team member performance. Specific tasks include: Explaining CS goals & objectives to assigned CS members & assisting the team in organizing to accomplish work.
Coaching, facilitating, solving work problems, & participating in the work of the team.
Providing information to the supervisor (Customer Support Branch Chief or Director ) on team & individual performances.
Communicating assignments, milestones, & deadlines to the team & individuals based on the supervisor’s instructions.
Observing training needs & relaying training requests to the supervisor.
Informing the supervisor of attendance & behavioral problems.
Relaying requests for resources & supplies.
In support of the Customer Advocates, providing NM customers with information & advice concerning the status of SLAs. Ensure regular communications to NM customers throughout the CS project lifecycles.
Identifying, reviewing, & recommending additional needs for Customer Support automated tools, procedures, & practices
NON - ESSENTIAL DUTIES & RESPONSIBILITIES
Other duties as assigned.
Job Requirements :
Required:
Expertise with the latest customer support concepts, theories, principles, practices, & techniques. This expertise should include information processing, life cycle management, equipment types, microcomputer systems, & applications sufficient to enable the development of a reporting structure that allows NM & CIO management to track, estimate, & coordinate support programs; define issues & problems; plan & conduct studies; & provide expert advice relative to the establishment, maintenance, & implementation of agency-wide IT support programs.
Extensive experience in acquiring & operating tools for automated call distribution, ticketing, service level agreements, & asset management in a decentralized environment. The ability to develop various types of status reports, as well as evaluate, select, implement, & operate automated customer support management tools.
Experience with system development methodologies that are compliant with the Information Technology Infrastructure Library ITIL.
Experience with system development methodologies that are compliant with the Project Management Book of Knowledge (PMBOK).
Broad & solid expertise with network management disciplines & tasks, enabling the development of realistic customer support plans.
Sound technical knowledge of trends, emerging developments, & advancements in Information Technology hardware & software technologies, as well as a thorough understanding of their capabilities & limitations in meeting the requirements of a variety of program offices.
Skills to communicate effectively with key agency officials, functional managers, program managers, subject matter experts, supplier representatives, & contractors. The ability to express thoughts clearly & write concisely.
General skills in structuring, planning, assigning, & evaluating tasks; motivating, training, & working effectively with subordinates; accomplishing the quality & quantity of work expected within set limits of personnel & time; planning the team's work; carrying out assignments effectively.
PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Essential and marginal functions may require maintaining physical condition necessary for bending, stooping, sitting, walking or standing for prolonged periods of time; most of time is spent sitting in a comfortable position with frequent opportunity to move about.
WORK ENVIRONMENT
Work Environment characteristics described here are representative of those that must be borne by an employee to successfully perform the essential functions of this job.
Job is performed in an office setting with exposure to computer screens and requires extensive use of a computer, keyboard, mouse and multi-line telephone system.
SUPERVISORY RESPONSIBILITIES
The Program Manger will have supervisory responsibilities and will be responsible for the following: Annual Reviews
Staffing
Performance & Training
Budget Control
ADDITIONAL QUALIFYING FACTORS
As a condition of employment, may be required to pass a pre-employment drug screening, as well as have acceptable reference and background check results. Ability to Obtain a
Public Trust
(Applicants selected will be subject to a government security investigation & must meet eligibility requirements for access to classified information. Accordingly, U.S. Citizenship is required.)
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Offer Relocation :
No
# of Openings :
1
% of Travel Required :
None
Job Code :
548

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