Customer Service Manager

Description

Founded in 2007, Initiate Government Solutions (IGS) a Woman Owned Small Business. We are a fully remote IT services provider that delivers innovative Enterprise IT and Health Services solutions across the federal sector. Our focus is on data analytics, health informatics, cloud migration, and the modernization of federal information systems.
 
IGS uses ISO 9001:2015, 20000-1:2018, 27001:2013, 28001:2007, CMMI/SVC3, CMMI/DEV3 best practices, and PMBOK® methods to provide clients with a strategy to build solid foundations to grow capabilities and revenue. Our range of IT services and delivery methodologies are tailored to our customers’ unique needs to achieve maximum value. 

IGS is currently recruiting for a Customer Service Manager to support the Department of Veterans Affairs. 

A Customer Service Manager is able to quickly respond to end user requests for assistance when existing manuals and scripted responses are not sufficient to meet user needs.  Must be able to interact with customers and diagnose problems and lead customers through the necessary steps to correct their issues. 

This position is pending contract award, applicants will be reviewed post-award.   

Assignment of Work and Travel: 

This is a remote access assignment. Candidates will work remotely daily and will remotely access VA systems and therein use approved VA provided communications systems. Travel is not required; however, the candidate may be required to attend onsite client meetings as requested. 

Responsibilities and Duties (Included but not limited to): 

• Maintaining customer satisfaction issues and improving overall issues 
• Lead the support team in creation of logistics, support, training materials, and management 
• Helpdesk support and providing proper escalation paths? 
• Learning and navigating the SolarWinds Web Helpdesk for tracking all service requests? 
• Developing documentation that supports end user frequently asked questions? 
• Understanding all technologies and troubleshooting practices to provide better assistance in a timely manner 

Requirements

• Bachelor’s Degree in Computer Science, Engineering or other technical discipline. (Bachelor’s Degree - Can be substituted for an Associate’s Degree and two (2) additional years of relevant experience, or four (4) additional years of relevant experience and High School Diploma/GED. Associate’s degree - Can be substituted for High School Diploma/GED and two (2) additional year’s relevant experience.) 
• 10 years’ relevant experience as a Customer Service Engineer/Helpdesk Specialist 
• Proven experience as a customer service manager or help desk support manager? 
• Demonstrated experience on maintaining customer satisfaction issues and improving overall issues? 
• Be able to lead the support team in creation of logistics, support, training materials, and management? 
• Excellent oral and written communication skills in a large, virtual team setting? 
• A background in the health IT industry helpful, but not required  
• Excellent verbal and written communication skills?? 
• Strong conflict resolution skills working with the end user to resolve issues? 
• Excellent customer service and organization? 
• Strong technical skills within Windows, with good analytical and troubleshooting skills? 
• Ability to quickly multi-task and meet tight deadlines in a fast-paced environment? 
• Must be able to obtain and maintain a VA Public Trust clearance? 
• Must be eligible to work in the United States without sponsorship due to clearance requirement?? 

Preferred Qualifications and Core Competencies: 

• Active VA Public Trust? 
• Experience supporting Department of Veterans Affairs and/or other federal organizations? 
• Prior, successful experience working in a remote environment 

Successful IGS employees embody the following Core Values: 

• Integrity, Honesty, and Ethics: We conduct our business with the highest level of ethics. Doing things like being accountable for mistakes, accepting helpful criticism, and following through on commitments to ourselves, each other, and our customers.  
• Empathy, Emotional Intelligence: How we interact with others including peers, colleagues, stakeholders, and customers. We take collective responsibility to create an environment where colleagues and customers feel valued, included, and respected. We work within a diverse, integrated, and collaborative team to drive towards accomplishing the larger mission. We conscientiously and meticulously learn about our customers’ and end-users’ business drivers and challenges to ensure solutions meet not only technical needs but also support their mission. 
• Strong Work Ethic (Reliability, Dedication, Productivity): We are driven by a strong, self-motivated, and results-driven work ethic. We are reliable, accountable, proactive, and tenacious and will do what it takes to get the job done.  
• Life-Long Learner (Curious, Perspective, Goal Orientated): We challenge ourselves to continually learn and improve ourselves. We strive to be an expert in our field, continuously honing our craft, and finding solutions where others see problems.   

Compensation: There are a host of factors that can influence final salary, including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. 

Benefits: Initiate Government Solutions offers competitive compensation and a robust benefits package, including comprehensive medical, dental, and vision care, matching 401K and profit sharing, paid time off, training time for personal development,  flexible spending accounts, employer-paid life insurance, employer-paid short and long term disability coverage, an education assistance program with potential merit increases for obtaining a work-related certification, employee recognition, and referral programs, spot bonuses, and other benefits that help provide financial protection for the employee and their family.

Initiate Government Solutions participates in the Electronic Employment Verification Program.