GOV IT - Customer Service Manager at Apogee Engineering in Huntsville, AL
Job details Description Apogee is seeking a 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:
Serves as the process owner for Incident Management Process Owner Ensures day-to-day Service Desk and systems monitoring for all sites Provides program oversight and project status Identifies, addresses and reports on all risks and issues Manages Tier 1 HP Service Manager incident queue for all services Manages Tier 1 Service Desk personnel shift coverage which includes time and attendance 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 incident resolution Ensures quality control by analyzing HP 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 Enterprise Service Desk staff and Tier 3 Subject Matter Experts and Tier 4 Engineers to improve Tier 1 Service Desk troubleshooting and standard operating procedures 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 Liaises 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 Incident Management Process and Service Desk functions 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 ITIL Foundations certification Experience supporting Service and Operation Level Agreements Prior work experience with Service Desk environment on a 24x7x365 basis 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 PMP Certification 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.
Serves as the process owner for Incident Management Process Owner Ensures day-to-day Service Desk and systems monitoring for all sites Provides program oversight and project status Identifies, addresses and reports on all risks and issues Manages Tier 1 HP Service Manager incident queue for all services Manages Tier 1 Service Desk personnel shift coverage which includes time and attendance 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 incident resolution Ensures quality control by analyzing HP 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 Enterprise Service Desk staff and Tier 3 Subject Matter Experts and Tier 4 Engineers to improve Tier 1 Service Desk troubleshooting and standard operating procedures 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 Liaises 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 Incident Management Process and Service Desk functions 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 ITIL Foundations certification Experience supporting Service and Operation Level Agreements Prior work experience with Service Desk environment on a 24x7x365 basis 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 PMP Certification 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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