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Customer Service Director

2 months ago

Annapolis Junction, Maryland, United States FLASH Technology Group Full time

Job Summary:

FLASH Technology Group is seeking a highly experienced and skilled Customer Senior Manager III to lead our customer-facing services team. As a key member of our leadership team, you will be responsible for overseeing the end-to-end delivery and operational management of our customer-facing enterprise IT services.

Key Responsibilities:

  • Leadership and Team Management:
    • Lead a team of digital services engineers and administrators, providing guidance, mentorship, and support.
    • Foster a culture of collaboration, innovation, and continuous improvement within the team.
  • Service Delivery Management:
    • Oversee the end-to-end delivery and operational management of customer-facing enterprise IT services.
    • Ensure service levels meet or exceed agreed-upon metrics and KPIs, addressing any deviations promptly.
  • Strategic Planning and Execution:
    • Develop and implement strategies to optimize service delivery, enhance efficiency, and improve customer satisfaction.
    • Collaborate with stakeholders to align digital services with business objectives and technological advancements.
  • Technical Expertise and Solution Design:
    • Provide technical leadership in the design, implementation, and maintenance of IT services including VDI, desktop imaging, patching procedures, SharePoint solutions, web services, Active Directory, and Exchange.
    • Stay abreast of industry trends and best practices to recommend and implement innovative solutions.
  • Customer Relationship Management:
    • Act as the primary point of contact for key customer engagements, ensuring clear communication and alignment of expectations.
    • Proactively manage customer relationships, addressing feedback and resolving issues in a timely manner.
  • Budget and Resource Management:
    • Manage financial resources, including budget planning and cost control measures.
    • Optimize resource allocation to maximize operational efficiency and service delivery excellence.

Requirements:

  • BS and 20 years of experience or HSD/25 yrs exp.
  • IAT Level 2 cert required. OR equivalent combo.
  • IAT Level 2 certificate is required within 6 months of start date.

Desired Skills:

  • Information Technology Infrastructure Library (ITIL) V3 knowledge
  • PMP

What We Offer:

  • Comprehensive Benefits Package
  • 6% 401K Match
  • Tuition/Certification Reimbursement
  • Great Referral Bonus Program