Customer Service Manager

Job Summary

Aptive is seeking a Customer Service Manager to manage an IPv6 transition help desk. The Contractor shall monitor and respond to all help desk tickets received via ServiceNow, e-mail, Microsoft Teams messages, and/or over the phone. The help desk will interact with VA subject matter experts as necessary to successfully resolve all IPv6-related issues. In this position the selected candidate will provide services for the Department of Veterans Affairs (VA), Office of Information & Technology (OIT), Infrastructure Operations (IO), VA Internet Protocol version 6 (IPv6) Integrated Project Team (IPT). IPT is responsible for developing the master transition plan for all required activities related to its execution. Infrastructure Operations has a requirement to migrate hardware, operating systems, applications, and other elements of its IT infrastructure from Internet Protocol version 4 (IPv4) to IPv6.

Primary Responsibilities

Monitor and respond to all help desk tickets received via ServiceNow, e-mail, Microsoft Teams messages, and/or over the phone. Interact with VA subject matter experts as necessary to successfully resolve all IPv6-related issues. Ensure the help desk is continually staffed during operating hours. Ensure the Help Desk meets it's obligations in the service level agreement (SLA).

Minimum Qualifications

• 8+ years of experience
• Bachelor's degree
• Lead the customer service team in daily function support and provide performance management, mentorship, coaching, feedback and recognition to team members
• Monitor the key performance indicators of the team and strategize process improvement/take action to ensure goals are met and ensure customer response times are at their optimal level
• Apply lean methodologies and processes to continually improve and exceed customer expectations - a key focus will be updating, developing, and implementing standard work
• Ensure customer service personnel receive the proper training and team members acquire a measurable knowledge of all products the team supports
• Prepare and give presentations to multifaceted audiences at all levels of the organization
• Excellent customer service skills; tact and sensitivity in dealing with a diverse user community
• Good written and oral communications skills required
• Ability to obtain and maintain a government clearance
• Legal authorization to work in the U.S.

Desired Qualifications

• Training/certifications (such as CCNA, CWNA) preferred.

About Aptive

Aptive is a modern federal consulting firm focused on human experience, digital services, and business transformation. We harness creativity, technology, and culture to connect people and systems to impact the world. We're advisors, strategists, and engineers focused on people, above all else.

We believe in generating success collaboratively, leaving client organizations stronger after every engagement and building trust for the next big challenge. Our work inspires people, fuels change and makes an impact. Join our team to be part of positive change in your community and our nation.

EEO Statement

Aptive is an equal opportunity employer. We consider all qualified applicants for employment without regard to race, color, national origin, religion, creed, sex, sexual orientation, gender identity, marital status, parental status, veteran status, age, disability, or any other protected class.

Veterans, members of the Reserve and National Guard, and transitioning active-duty service members are highly encouraged to apply.

COVID 19 Vaccine Statement

This position supports a federal government contract and is subject to government vaccination mandates or other customer vaccination requirements. All new hires are required to report their vaccination status and proof of vaccination, or an adjudicated accommodation may be required for employment.