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Service Delivery Manager

1 month ago


Reston, Virginia, United States E-volve Technology Systems Full time

Job Description

We are seeking a highly skilled Service Delivery Manager to join our team at E-volve Technology Systems. As a key member of our organization, you will be responsible for leading a team of customer support specialists in providing exceptional service to our clients.

About the Role

This is a challenging and rewarding opportunity for an experienced professional to take on a leadership role in our customer support center. You will work closely with our program managers to ensure the effective management and execution of contract services and deliverables.

Key Responsibilities

  • Lead a team of customer support specialists to provide exceptional service to our clients.
  • Work closely with program managers to ensure the effective management and execution of contract services and deliverables.
  • Manage and mentor a staff of 7-8 personnel and conduct performance assessments and constructive feedback discussions.
  • Coordinate staffing and develop shift schedules to support normal and surge work hours determined by the Project Management Office (PMO).
  • Review and provide input to program level deliverables and schedules.
  • Serve as a liaison to other offices and collaborate with other agencies.
  • Provide polite and friendly customer service.
  • Provide first contact and incident resolution to customers with software and application problems.
  • Triage customer ticket requests for resolution by staff members.

Requirements

To be considered for this role, you must have:

  • A bachelor's degree or equivalent experience.
  • At least 8 years of relevant experience in customer support or a related field.
  • Current TS/SCI Security clearance and CI poly eligibility.
  • Excellent analytical and organizational skills.
  • Exceptional verbal and written communication skills.

Benefits

We offer a competitive salary and benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.

About Us

E-volve Technology Systems is a leading provider of mission operations, information technology management, and intelligence analysis support services to the US government and defense industry. We pride ourselves on delivering high-quality solutions that meet our clients' needs and exceed their expectations.

Estimated Salary Range: $90,000 - $120,000 per year