IT Customer Service Manager

Insignia Technology Services
Washington, DC
Apr 20, 2017
Apr 21, 2017
Customer Service, IT
Full Time
**Position: IT Customer Service Manager** Insignia Technology Services is seeking an IT **Customer Service Manager**to fill an **IMMEDIATE OPENING** supporting the Department of Housing and Urban Development (HUD) Office of Inspector General (OIG) Business Operations Support Services (BOSS) for the Distributed Computing Environment (DCE). **Work is performed at the Client Site in the HUD OIG offices located at 451 7th Street SW, Washington DC and is a block away from the L'Enfant Plaza Metro Station.** Apply now for immediate consideration * * * **Position Description:** We provide IT support to over 700 customers across the HUD OIG enterprise working out of 45 regional field offices and the Washington DC headquarters. We run a Customer Service Center (help desk) manned by four full-time Customer Service Engineers working out of the Washington DC headquarters. On a daily basis, our help desk staff responds to incidents and service requests to fix problems with hardware, software, mobile device, security, etc. The on-site Customer Service Manager will supervise the performance of the staff and provide expert level ability to plan, implement, and manage all help desk related functions. The attributes of the successful candidate should include: * 100% customer focus * Excellent verbal and written skills * Ability to resolve at least Tier 1 issues * Ability to prioritize work and manage the escalation of tickets * Flexibility and "can-do" spirit * Innovative problem-solver * Growth mindset * Team-player Full Time Position **Responsibilities: ** * Overall performance of the Service Desk * Manage and train help desk staff * Manage to Service Level Agreements (SLAs) * Interact with customers on a daily basis * Support first call resolutions * Escalate tickets as required and close the loop with customers * Manage the transition from our legacy MSFT CRM help desk ticket system to ServiceNow * Other duties as assigned **Requirements:** * 7 years of customer service experience (does not need to be HUD specific) * ITIL certified * Proven ability to manage help desks of comparable size, complexity, and multiple tiers of responsibility (Tier 1 through Tier 4) * US Citizenship is required * Veterans are highly encouraged to apply for this position * Must have or be able to attain a security clearance (background check) Preferred: * **ServiceNow** implementation experience * MS Certification(s) * Honorably Discharged US Militray Veteran **Education:** * Bachelor's Degree * 8 years of additional relevant experience may be substituted for education **About Us:** Insignia provides **information technology services and solutions**by **adding value**based upon industry **standards**, methodologies, processes and high performing **teams** that provide **quality, effective** services and solutions specializing in full Systems Development Life Cycle (SDLC) support of complex, enterprise-class IT systems *Insignia Technology Services is an Equal Opportunity/Affirmative Action Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.* *Position:* IT Customer Service Manager (Job ID: 1090) *Location:* Washington, DC *Job Id:* 1090 *# of Openings:* 1

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