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Description
SAIC, a leading provider of systems development & deployment, targeting & intelligence analysis, systems engineering & integration, and training capabilities and solutions for the Intelligence Community, is seeking mission-first professionals to fulfill their career goals and objectives while delivering day-to-day excellence on programs of national importance. Join our team today and help us #BringOnTomorrow!
SAIC is looking for a Customer Service Manager (End User Support Manager) f or remote full time work.
This opportunity is contingent upon award.
1. Manage and lead a team of Customer Service Technicians, providing guidance, coaching, and support to ensure high levels of performance and customer satisfaction.
2. Develop and implement strategies and processes to optimize end-user support services, including incident management, request fulfillment, and problem resolution.
3. Monitor and analyze help desk statistics and key performance indicators (KPIs) to identify trends, issues, and opportunities for improvement.
4. Establish service level agreements (SLAs) and performance metrics for end-user support, and ensure adherence to SLAs through effective resource management and workload distribution.
5. Collaborate with cross-functional teams including IT, operations, and business units to understand end-user needs and priorities, and ensure alignment of support services with business objectives .
6. Develop and deliver training programs and materials for Customer Service Technicians to enhance technical skills, product knowledge, and customer service capabilities.
7. Implement and maintain tools and technologies to support efficient and effective end-user support operations, including ticketing systems, knowledge bases, and remote support tools.
8. Serve as a point of escalation for complex or high-priority support issues, and coordinate resolution efforts with internal and external stakeholders.
9. Foster a culture of continuous improvement and innovation within the end-user support team, encouraging feedback and collaboration to drive service excellence.
Qualifications
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