Senior Client Services Manager

6 days ago


Sumter, South Carolina, United States SMS Data Products Group Full time

Job Summary

The Senior Client Services Manager will provide support to the Communications Focal Point as the customer-facing team for Combined Air and Operations Center (CAOC) Communications Support.

This role is responsible for tracking tickets, monitoring systems, and overall incident response, creating, and deleting user accounts.

Personnel in this area may provide cross-functional support to areas such as VTC support and other network and system administration duties depending on experience, clearance, and certification.

About SMS

SMS is a dynamic systems integrator established in 1976, delivering talented teams and innovative, cost-effective solutions and services to support our customers' missions for over 47 years.

We place a high value on quality of service, customer satisfaction, and best-of-breed policies and practices, resulting in CMMI Level 3 certification and ISO registrations including 9001:2015, 2018, and ISO/IEC 27001:2013.

Responsibilities

  1. Develop procedures that support the execution of service desk activities, including process flows, roles and responsibilities definition, and reporting schema to enable the establishment of appropriate touch points and engagements.
  2. Oversee the main customer focal point and ensure best customer service practices are used across the Service Desk.
  3. Refine procedures and processes for continual improvement and optimization.
  4. Identify and communicate service/network outages to site personnel and customers.
  5. Employ IT Service Management (ITSM) best practices, identifying and implementing opportunities for performance improvement associated with service desk performance, productivity, knowledge, and Service Desk Level Agreements.
  6. Provides direction and guidance for investigating, resolving, documenting, and reporting the causes and corrective actions.
  7. Define, manage, and maintain contractual Service Level Agreements (SLAs) for each performance metric.
  8. Oversee the proper use and allocation of networked assets.
  9. Promote user awareness concerning unauthorized or illegal use of computer hardware and software.

Requirements

6+ years of IT experience with 2+ years in helpdesk

Active DoD Top Secret SCI level clearance



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