Customer Service Supervisor

Location
Coralville, IA
Posted
May 04, 2017
Closes
Jun 07, 2017
Hours
Full Time
Interested in advancing your career? Have a passion for mentoring and coaching employees? General Dynamics in Coralville, IA has a great opportunitiy avialable! We are currently seeking a Customer Service Supervisor. This position will lead a team of service desk analysts and liaise with customers as well as other contract managers. The service desk team leader ensures that the team is delivering great customer service, is meeting Service Level Agreements (SLAs) and is managing incident restoration. Meeting customer service expectations entails monitoring and reporting on performance metrics such as the number of calls received, the number of calls closed on first contact, the number of open calls and the number of open aged calls.  This position will require occasional travel to Baltimore, MD. and Hattiesburg, MS.

 

Responsibilities: 

  • Provides leadership and Supervises one or more shifts of Customer Service Specialists for a technical helpdesk.
  • Supervises staff in recognizing, identifying, isolating, and resolving problems with company or customer products and services.
  • Prepares shift schedules and coordinates coverage to meet customer requirements.
  • Assists subordinate technicians in resolving complex computer and/or network issues.
  • Participates in special projects as required.
  • Provides input to management regarding performance of help desk team members.
  • Establishes and implements performance metrics, escalation procedures, and quality assurance methodologies.
  • Establishes and implements policies and procedures and ensures their conformance with information systems goals and company/customer objectives.
  • Maintains current knowledge of relevant technologies as assigned.
  • Ability to provide training to new hires and mentor staff.
  • Participates in special projects as required.
 

 

Education
  • Associates Degree in a related discipline.
  • Bachelors Degree preferred.
 

 

Qualifications
  • 5-8 years of related customer service, call center or help desk experience.
  • Previous supervisory experience in a large scale support environment preferred.
  •  Preferred one to two years Customer Service related experience in a supervisory role or equivalent.
 As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors.With approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services.

 

GDIT is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.