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Client Services Manager

Job ID: 194764
Location: ARLINGTON, VA, United States
Date Posted: Oct 11, 2019
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-time
Shift: Day Job
Travel: Yes, 10 % of the Time
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: None
Potential for Teleworking: No

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Job Description

Description

The Client Service Manager job function will be performed for a large Federal financial agency with regional footprint across the US and highly complex IT ecosystem akin to that of a Fortune 500 company. 


The Client Service Manager provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature. Generally interacts directly with the customer/user when the product is highly technical or sophisticated in nature, such as with systems level software where the user has a technical background. Additionally, may interact with product support personnel and potentially the customer when the customer's problem cannot be resolved directly by first-level resources.

 

Specific Responsibilities:

  • Oversee 100% of the requests, incidents and problems.

  • Manages and coordinates urgent and complicated support issues.

  • Act as escalation point for all requests and incidents.

  • Work with Help Desk vendor to continually develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization.

  • Ensure that root-cause analysis of issues is performed and communicate appropriately to internal and external customers.

  • Manage operational and developmental relationship between Heidrick & Struggles and the external Help Desk service provider.

  • Provide oversight and management of 24x7 global help desk processes and services including, but not limited to: SLA Management,

  • Develop key working relationships with global Office Administrators (OA) community through monthly and ad hoc voice and video conferences.

  • Analysis Help Desk Ticketing identifying opportunities for process improvement. Improving the user experiences and reducing cost.

  • Work with the Manager of IT Service Delivery to aggregate Help Desk status and trend reporting to IT department and others in ad-hoc, weekly, monthly and as needed.

  • Will drive Root Cause Analysis and work with peers and other IT staff to develop strategies for improvement. Work to make Help Desk the single source of truth and service delivery channel for IT.

  • Develops Service and Business Level Agreements to set expectations and measure performance.

  • Develops an effective and workable framework for managing and improving customer IT support in the organization.

  • Advise management on situations that may require additional client support or escalation.

  • Manage process for communicating outage/emergency activities to the organization.

  • Manage vendor relationships as it depends on daily operational needs.

  • PO review and approval/budgeting responsibility.

  • Review survey feedback to improve services, tools and support experience.

  • Keep confidential all applicant, client, and verification and company proprietary information.

Qualifications

Education and Experience:

  • Bachelors and fourteen (14) years or more of related experience; Masters and twelve (12) years or more of related experience. 

 

Required Skills:

  • HDI Customer Service Representative (HDI-SCR) or equivalent certification

  • Experience managing a help desk with requirements, including implementation of ITIL best practices.

  • Experience managing staff with skills applicability to a help desk environment similar in size and scope.

  • Experience providing performance-based customer service support against multiple SLAs in the Federal Government.

  • Experience creating operational metric packages

  • Monitor and report on compliance

Desired Skills:
  • The ability for oral and written communication with the highest levels of management.

  • Experience with help desk technologies and processes and as proposed by the contractor

  • Passion for the customer experience

  • Ability to interact effectively with all levels within and outside the organization, including senior management and technical teams

  • Excellent listening and consultative skills

  • Ability to think, work and learn independently

  • Ability to work on many tasks simultaneously in a high-pressure environment

  • Advanced knowledge of all MS Office Suites and technical infrastructures

  • Demonstrated strong understanding of communications (WAN/LAN/video) solutions and support

  • Demonstrated experience managing geographically dispersed internal and external teams in a 24x7 environment

  • Demonstrated experience managing multiple support vendors in a 24x7 global environment

  • Demonstrable experience of high profile issue resolution skills with an emphasis on resolution of complex technical problems

  • Demonstrated ability to quickly understand complex systems

  • Must be able to demonstrate an understanding of ITIL principles governing Incident, Problem and Change Management processes in a live service environment

  • Strong organization skills

  • Attention to detail

  • Comfortable working effectively in a rapidly changing environment

Desired Qualifications

 

Overview

SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability

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