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Customer Service Manager

Posted about 2 months agoViewed

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💎 Seniority level: Manager, 5 years

📍 Location: United States

🔍 Industry: IT support

🏢 Company: RP Pro Services👥 51-100ConsultingInformation TechnologyWeb Design

🗣️ Languages: English

⏳ Experience: 5 years

Requirements:
  • Bachelor’s degree in Business Administration, IT Management, or a related field. Equivalent experience may be considered.
  • Minimum of 5 years of experience in a customer service management role or similar leadership position.
  • Proven experience managing customer service teams in IT support or technical environments.
  • Strong leadership, communication, and problem-solving skills.
  • Must be eligible for a Public Trust Clearance
  • Experience supporting government or healthcare IT environments.
  • Experience supporting the Department of Veterans Affairs.
  • Familiarity with ITIL frameworks and customer service best practices.
  • Experience using ticketing systems such as ServiceNow, Jira, or similar platforms.
  • Certifications such as ITIL Foundation, HDI Support Center Manager, or equivalent.
Responsibilities:
  • Oversee day-to-day customer service operations, ensuring timely and effective resolution of user inquiries.
  • Manage a team of help desk associates, providing leadership, mentorship, and performance feedback.
  • Develop and implement customer service policies, procedures, and standards to improve support outcomes.
  • Monitor ticketing systems to ensure issues are tracked, escalated, and resolved within established service levels.
  • Conduct regular reviews of aged tickets and provide proactive updates to end-users.
  • Establish customer satisfaction metrics, conduct surveys, and implement improvements based on user feedback.
  • Collaborate with technical teams to address recurring issues and identify process improvements.
  • Create and maintain comprehensive documentation, including user guides, FAQs, and escalation procedures.
  • Train new staff on customer service best practices and the use of ticketing systems.
  • Participate in disaster recovery planning, ensuring customer service continuity during high-impact events.
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