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Customer Service Manager
Ref No.: 17-00021
Location: St. Petersburg, Florida
Position Type:Full Time/Contract
Experience Level: 5 Years
Customer Service Manager
Location: St. Petersburg, FL

Who May Apply: US Citizen or Green Card; This employer participates in the e-Verify program.
Security Clearance: MBI - Moderate Background Investigation
Classification: Exempt

This project is focused on proving on-site desktop operations support for personal computers, laptop computers, associated peripherals and mobile device support for eight (8) field locations and two (2) program office locations. The desktop support will include installing software, installing new equipment, supporting all types of peripheral devices connected to personal computers. This project will also oversee setting up hardware and loading software to support meetings and training classes at all locations.

The primary responsibilities of the Customer Service Manager include but are not limited to the following:
  • Provide direction and oversight to a team of Customer Service Technicians providing Tier II and Tier III support at all locations.
  • Interacting with the Customer to diagnose problems and lead Customers through the necessary steps to resolve issues.
  • Generating and analyzing customer service reports.
  • Managing budgets and working with subcontractors as needed.
Required Skills and Experience:
  • Bachelor's Degree in Engineering, Computer Science, Information Systems, Information Technology or other related technical discipline AND 5 years of experience with software related projects; 8 years of additional relevant experience may be considered in lieu of a degree.
  • 5 yrs. of experience in Customer Service overseeing Tier II and Tier III Support teams.
  • 3 yrs. of experience setting policies and processes.
  • 3 yrs. of experience supporting IBM Rational Tools, MS Project and MS Office products.
  • 3 yrs. of experience with defect tracking and customer service tracking tools.
  • Hands-on experience with various peripheral devices such as tape drives, monitors, compact disk read only memory (CD-ROM), all types of printers as well as other devices that connect to PCs.
  • Hands-on experience and thorough understanding of MS Exchange Server, Domain Name System (DNS), Windows Internet Name Service (WINS), Local Area Network/Wide Area Network (LAN/WAN) switching and routers.
  • Hands-on experience providing mobile device support (iPhones).
  • Experience providing desktop support of a Citrix Access Gateway (CAG) remote desktop environment.
  • Prior proven experience managing departmental budgets.
  • Excellent verbal and written English communication skills.
Desired/Preferred Skills and Experience:
  • Government agency contracting; preferred Veterans Affairs (VHA/VBA).
Travel Requirements:
  • None