Customer Service Manager

NES Associates, LLC
Chantilly, VA
Apr 20, 2017
Apr 21, 2017
Full Time
This position will support the FBI's Enterprise Operations Center (EOC) which is tasked with the responsibility of continuously monitoring and maintaining the FBI's Enterprise computer system. The FBI manages many programs that vary in scope and complexity to include three distinct networks at the Unclassified, Secret and Top Secret classification levels. Over 1,100 communication circuits connect three domestic data centers, 53 CONUS field divisions, three OCONUS field divisions, approximately 500 smaller domestic/OCONUS remote offices, and 91 offices located in foreign countries. The FBI services approximately 44,000 users. The EOC staff provides enterprise-level Information Technology (IT) operations and maintenance support for all applications, servers, network devices, wireless smartphones, multi-function printers and workspace equipment at all FBI facilities. * Coordinate Service Management Incidents and Events through service desk, technical support teams, and management for proper escalation, investigation, diagnosis, resolution, and communication * Coordinate root cause determinations of incidents to prevent/ minimize future occurrence * Monitor incident trends and anticipate potential problems for proactive resolution * Oversee development and communication of help sheets, usage guides and FAQs * Maintain policy documentation through cyclic reviews, making amendments as well as developing new policies. * Analyzes daily, weekly, and monthly reports identifying positive and negative trends * Review customer survey results to make sure that customers are satisfied by the services offered * Lead in the recruitment process of customer service agents * Teach communication and interpersonal skills to the customer service agents through training sessions * Oversee Service Desk technology deployment, installation, and configuration activities *Tracking Code:* 1309-677 *Job Location:* Chantilly, Virginia, United States *Position Type:* Full-Time/Regular

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