Customer Service Lead

MedStar Health; Sully Square (VA); Remote; USD 108,000 - 181,000; Full time

Job summary

A leading company in healthcare is seeking a Customer Service Lead to manage IT projects and engage positively with end users and Government stakeholders. This role requires a Bachelor's degree and extensive IT experience, including leadership in service desk management, with the flexibility for remote work and travel to the Washington D.C. Metro area.

Benefits

Comprehensive benefits program

Healthcare benefits

Paid leave

Retirement plans

Education and training assistance

Qualifications

• Minimum eight years IT life cycle experience, with three years as Service Desk Lead.
• Proven experience in delivering quality projects on time.
• Experience in conflict resolution and customer mediation.

Responsibilities

• Lead Service Desk personnel and manage daily operations.
• Coordinate with Government stakeholders to solve problems.
• Build and maintain relationships with customers to capture needs.

Skills

Customer Service

Project Management

Communication

Leadership

Problem Solving

Education

Bachelor's degree or equivalent experience

Tools

MS SharePoint

MS Teams

Service Desk software

Job description

Customer Service Lead

Location

US-

ID

2025-2585

Category

Program Management & Operations (Tech)

Position Type

Full-Time

Remote

Yes

Clearance Required

Secret

Overview

We are seeking a Customer Service Lead to lead several IT projects and positively engage with IT system end users and Government leadership. You will apply your commitment to positive outcomes and knowledge of the systems life cycle, project management, plus your excellent record of customer relations to lead projects for an array of services to include IaaS, FaaS, PaaS, and SaaS. You will work closely with engineers, cyber security specialists, systems integrators, program management, and Government and contractor customers. This position allows for telecommuting with travel to the Washington D.C. Metro area 2-3 times per year. DoD experience is preferred but NOT required.

Responsibilities

Lead Service Desk personnel in daily operations - SLA monitoring, ticket reviews and quality control.

• Review Service Desk portals for improvements to usability, customer adoption, and satisfaction.
• Manage unplanned outages due to incidents and problems to ensure proper communication and documentation of the event.
• Advocate on behalf of customers to Government staff and program management.
• Lead customer-focused projects within a large program and see them through successful delivery.
• Build and maintain relationships with customers to capture organization information, requirements, goals, and pain points.
• Meet with the Program Office Configuration Control Board (CCB) to review and manage Change Requests.
• Manage project risk from a Customer Service Lead perspective.
• Coordinate with fellow team members, end users, and Government stakeholders to solve problems and implement improvements to tools and processes.
• Report on the status of projects to peers and program management.

Qualifications

• U.S. Citizenship and ability to obtain a Secret clearance
• Bachelor's degree or equivalent experience
• Minimum eight (8) years of Information Technology life cycle experience; three (3) years of experience as Service Desk Lead or equivalent experience; three (3) years of team leadership or project management
• Working knowledge of the Project Management Body Of Knowledge
• Ability to effectively manage projects remotely; lead and coordinate virtual and in-person meetings
• Desire and ability to learn new skills, tools, and processes
• Proven experience delivering quality projects on time
• Commitment to continuous improvement of people, processes, and tools
• Excellent written and verbal communication skills; ability to present briefings to high-level leadership
• Leadership - provide motivation, direction, and prioritization of tasks to staff
• Experience providing excellent customer service, including mediation and conflict resolution
• Experience adapting to rapidly evolving requirements and situations
• Experience with MS SharePoint, MS Teams, and other tools to leverage for successful project management and communication efforts
• Experience with Service Desk software (for example, Jira Service Management, ServiceNow, etc.)
• Experience detecting and supporting areas for process improvement

Pay Transparency Statement

AMERICAN SYSTEMS is committed to pay transparency for our applicants and employee-owners. The salary range for this position is USD $108,100.00/Yr. - USD $180,600.00/Yr. Actual compensation will be determined based on several factors permitted by law. AMERICAN SYSTEMS provides for the welfare of its employees and their dependents through a comprehensive benefits program by offering healthcare benefits, paid leave, retirement plans, insurance programs, and education and training assistance.

EEO Statement

EEO Race/Sex/Disability Status/Veteran Status