Customer Service Manager

1 month ago

Herndon, Virginia, United States ManTech Full time

Secure our Nation, Ignite your Future

Become an integral part of a diverse team while working at an Industry Leading Organization, where our employees come first. At ManTech International, you'll help protect our national security while working on innovative projects that offer opportunities for advancement.

We are seeking a highly skilled and dedicated Customer Service Manager to join our Network Security Operations Services Center support to Department of Homeland Security (DHS). As a Customer Service Manager, you will play a crucial role in ensuring the success of our customers by delivering exceptional service and support.

Responsibilities:

  • Collaborate with other DHS Components and stakeholders to share recommended mitigations and address potential impact.
  • Provide recommendations, detection tools, and access to custom dashboards.
  • Include subscribers' submitted reports and artifacts in periodic reporting to all stakeholders.
  • Follow up with customers at defined intervals to ensure clarity of communication, identify and coordinate resolution of roadblocks, and facilitate tracking and remediation.
  • Design, develop, and continuously improve all levels of customer outreach in collaboration with DHS OCIO.
  • Communicate upcoming major maintenance activities to ensure stakeholders are aware of changes and their impact across the network.
  • Collaborate with customers and NOSC NCCS team members to capture customer requirements and facilitatesuccessful implementation for successful mission accomplishment
  • Lead and mentor other Customer Success Managers and other team members
  • Deliver timely and transparent communication to stakeholders, ensuring a best-in-class service entity.
  • Support capability delivery and improvement activities.

Basic Qualifications:

  • A bachelor's degree in a relevant field of study -OR- equivalent experience
  • A minimum of (8) eight years of experience
  • Proven experience in customer service management, preferably in a network security operations environment.
  • Excellent written and verbal communication skills, with the ability to present complex information clearly and concisely.
  • Strong communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels.
  • Excellent problem-solving and decision-making abilities.
  • Knowledge of network and security operations and industry best practices.
  • Ability to work collaboratively in a fast-paced and dynamic team environment.

Preferred Qualifications:

  • A master's degree
  • Experience working in a government or defense environment.
  • Familiarity with DHS policies and procedures.
  • Knowledge of broader cybersecurity frameworks (e.g., NIST, ISO
  • Familiarity with DHS Components and their operations is a plus.

Clearance Requirements:

  • Must be a U.S. citizen
  • Must hold a Secret clearance
  • Must be able to obtain and maintain DHS EOD suitability
  • Must be able to obtain and maintain a TS/SCI

Physical Requirements:

  • Must be able to remain in a stationary position for extended periods of time.
  • Needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
  • Constantly operates a computer and other office productivity machinery, such as a calculator, copy, machine, and computer printer.
  • The person in this position frequently communicates with co-workers, management, and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations.

For all positions requiring access to technology/software source code that is subject to export control laws, employment with the company is contingent on either verifying U.S.-person status or obtaining any necessary license. The applicant will be required to answer certain questions for export control purposes, and that information will be reviewed by compliance personnel to ensure compliance with federal law. ManTech may choose not to apply for a license for such individuals whose access to export-controlled technology or software source code may require authorization and may decline to proceed with an applicant on that basis alone.

ManTech International Corporation, as well as its subsidiaries proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, status as a Disabled Veteran, Recently Separated Veteran, Active Duty Wartime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law.

If you require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please contact ManTech's Corporate EEO Department at ManTech is an affirmative action/equal opportunity employer - minorities, females, disabled and protected veterans are urged to apply. ManTech's utilization of any external recruitment or job placement agency is predicated upon its full compliance with our equal opportunity/affirmative action policies. ManTech does not accept resumes from unsolicited recruiting firms. We pay no fees for unsolicited services.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access as a result of your disability. To request an accommodation please click and provide your name and contact information.


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