GOV IT - Deputy Customer Service Manager at Apogee Engineering in Huntsville, AL
Job details Description Apogee is seeking a Deputy Customer Service Manager to work in support of an Enterprise Service Desk in Huntsville, AL. Why work with us? Apogee Engineering, LLC is a provider of research, engineering, operations, software, cyber, intel, training, technical services, financial and administrative expertise across an array of DOD and Federal Civilian customers. Our company was founded on the commitment of making a positive difference for our customers and our people. Apogee's culture is infused with integrity and a passion for excellence, which has propelled us into the ranks of an elite small business company. Apogee is known for an unwavering dedication to our client's success, a warm and family-like work environment, and an enthusiasm to provide the right solution at the right time. What you will be doing:
Reports to Customer Service Manager and assists with day-to-day operations of Service Desk and systems monitoring for all sites Provides program oversight and project status Analyzes metric reports and makes necessary improvement recommendations. Recommends and implements approved performance and capacity monitoring tools Identifies, addresses and reports on all risks and issues Manage Tier 1 Service Manager incident queue Manage Tier 1 Service Desk personnel shift coverage which includes time and attendance and ensures Tier 1 Service Desk personnel are trained for optimum effectiveness of customer interaction Manages service to Service and Operation Level Agreements Interacts with management and other solver groups to facilitate timely problem resolution Ensures quality control by analyzing Service Manager incident progression to improve customer service to meet and exceed customer expectations Manages the application of metrics to increase efficiency and solve issues. Reviews and analyzes metric reports and other supporting reports Approves implementation of performance improvements Maintains and updates Tier 1 Service Desk procedure and protocol manuals Works with Tier 3 Subject Matter Experts and Tier 4 Engineers to improve Tier 1 Service Desk troubleshooting and standard operating procedures Participates in the Change Control Board, if necessary and Incident/Problem Resolution meetings Assesses the availability impact on the infrastructure from new and enhanced changes Provides site coordination and management and coordinates staffing and scheduling Leverages feedback mechanisms to acquire information from both end users/customers and feed into CSI for enhancements Works with Problem and Change Management teams to resolve underlying root cause of incidents Engages Knowledge Management to ensure accurate information is available for Service Desk Analysts and available for leadership Maintains communication with Release Management and Transition Planning and Support Personnel for awareness of modifications of procedures in support of changes deployed Identifies and implements improvement activities for the Service Desk Function and Service Desk function as part of CSI What you'll need:
Must be a US Citizen Security Clearance Required:
TS/SCI Minimum of a Bachelor's degree with 12
years of relevant experience or equivalent combination of education and experience Prior experience managing Systems Management Services to maintain operational efficiencies, respond to and manage and monitor incidents and outages, and test and implement changes to support system infrastructure and facilities for CONUS/OCONUS locations supporting 50,000 users or more Experience supporting Service and Operation Level Agreements ITIL Foundations certification Excellent written and verbal communication skills Preferred Education/
Experience:
Bachelor's degree with 14
years of relevant experience Master's degree with 12
years of relevant experience Doctorate 9
years of relevant experience ITIL Practitioner certification
Benefits:
Apogee offers two medical plans, a high deductible health plan with a HRA and a traditional POS plan with co-pays, dental, vision, 401(k), life insurance, PTO, paid holidays, parental, military and jury duty paid leaves. Regular part time employees scheduled for twenty-four or more hours per work week are eligible for benefits on a pro-rated basis. This position is eligible for a discretionary annual bonus.
Salary Range:
$150K -- $200K
Minimum Qualification
Operations ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
Reports to Customer Service Manager and assists with day-to-day operations of Service Desk and systems monitoring for all sites Provides program oversight and project status Analyzes metric reports and makes necessary improvement recommendations. Recommends and implements approved performance and capacity monitoring tools Identifies, addresses and reports on all risks and issues Manage Tier 1 Service Manager incident queue Manage Tier 1 Service Desk personnel shift coverage which includes time and attendance and ensures Tier 1 Service Desk personnel are trained for optimum effectiveness of customer interaction Manages service to Service and Operation Level Agreements Interacts with management and other solver groups to facilitate timely problem resolution Ensures quality control by analyzing Service Manager incident progression to improve customer service to meet and exceed customer expectations Manages the application of metrics to increase efficiency and solve issues. Reviews and analyzes metric reports and other supporting reports Approves implementation of performance improvements Maintains and updates Tier 1 Service Desk procedure and protocol manuals Works with Tier 3 Subject Matter Experts and Tier 4 Engineers to improve Tier 1 Service Desk troubleshooting and standard operating procedures Participates in the Change Control Board, if necessary and Incident/Problem Resolution meetings Assesses the availability impact on the infrastructure from new and enhanced changes Provides site coordination and management and coordinates staffing and scheduling Leverages feedback mechanisms to acquire information from both end users/customers and feed into CSI for enhancements Works with Problem and Change Management teams to resolve underlying root cause of incidents Engages Knowledge Management to ensure accurate information is available for Service Desk Analysts and available for leadership Maintains communication with Release Management and Transition Planning and Support Personnel for awareness of modifications of procedures in support of changes deployed Identifies and implements improvement activities for the Service Desk Function and Service Desk function as part of CSI What you'll need:
Must be a US Citizen Security Clearance Required:
TS/SCI Minimum of a Bachelor's degree with 12
years of relevant experience or equivalent combination of education and experience Prior experience managing Systems Management Services to maintain operational efficiencies, respond to and manage and monitor incidents and outages, and test and implement changes to support system infrastructure and facilities for CONUS/OCONUS locations supporting 50,000 users or more Experience supporting Service and Operation Level Agreements ITIL Foundations certification Excellent written and verbal communication skills Preferred Education/
Experience:
Bachelor's degree with 14
years of relevant experience Master's degree with 12
years of relevant experience Doctorate 9
years of relevant experience ITIL Practitioner certification
Benefits:
Apogee offers two medical plans, a high deductible health plan with a HRA and a traditional POS plan with co-pays, dental, vision, 401(k), life insurance, PTO, paid holidays, parental, military and jury duty paid leaves. Regular part time employees scheduled for twenty-four or more hours per work week are eligible for benefits on a pro-rated basis. This position is eligible for a discretionary annual bonus.
Salary Range:
$150K -- $200K
Minimum Qualification
Operations ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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