Customer Services & Information Technology Officer

Convirgence; McLean (VA); Hybrid; USD 140,000 - 190,000; Full time

Job summary

A government contracting firm in Virginia is looking for an Expert CSITO to lead a dynamic team in providing exceptional customer service for government and defense projects. This hybrid position requires strong leadership skills and at least 11 years of experience in a customer-focused IT Service Desk environment. Candidates must have a Bachelor's degree in a related field and a Top Secret/SCI security clearance with Polygraph. Join a collaborative workplace that values autonomy and personal impact.

Qualifications

• Minimum of 11 years related experience, especially in leadership roles.
• Must have Top Secret/SCI security clearance with Polygraph.
• Experience leading a team of 35-40 FTE.
• Top Secret/SCI clearance with Polygraph.

Responsibilities

• Guide a dynamic team of IT professionals in providing customer service.
• Collaborate with leadership for transformative customer service.
• Develop employees through coaching and quality assurance.
• Develop employees through coaching and mentoring.
• Ensure QA, oversight, and KPI alignment.

Skills

Customer service

IT Service Desk experience

Remote troubleshooting

Coaching and mentoring

Windows 7

Microsoft Outlook

Microsoft Office

KPI oversight

Team management

Education

Bachelor’s degree in Computer Science, Engineering, or related field

Tools

Active Directory

Windows 7

Microsoft Outlook

Microsoft Office

Job description

ACTIVE TS/SCI WITH FULL SCOPE POLY REQUIRED***

Job Description

Our client supports and secures some of the most complex government, defense, and intelligence projects across the country. We ensure today is safe and tomorrow is smarter. Our work has meaning and impact on the world around us, but also on us, and that’s important. Our client creates a family environment. You make it your own by embracing autonomy, seizing opportunity, and being trusted to deliver your best every day.

Required

As an Expert CSITO supporting the customer, you will be trusted to guide a dynamic team of talented IT professionals to deliver exceptional customer service to both internal and external customers. This is a hybrid position on the Service Desk. Customer service; robust experience in IT Service Desk environment; Knowledge/use of admin tools/admin console; ability to remotely troubleshoot customer issues via phone/remote desktop support sessions; and knowledge of customer product base (software/hardware) helpful, but not required.

• Working in a dynamic, customer-focused environment where no two days are the same.
• Guiding a geographically dispersed team of IT professionals charged with resolving IT-related issues for both CONUS and OCONUS locations.
• Working with government and contract leadership to provide transformative customer service across the enterprise.
• Developing employees through coaching and mentoring.
• Providing quality assurance, oversight, and alignment to Key Performance Indicators (KPI’s).

Requirements

Required Qualifications

• Education: Bachelor’s degree in Computer Science, Engineering, or a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.
• Minimum of 11 years related experience; strong emphasis is placed on leadership experience of a team of 35-40 FTE.
• Technical Skills: Experience with Active Directory, Windows 7, Microsoft Outlook, Microsoft Office, and demonstrate hardware/application troubleshooting skills.
• Security Clearance Level: Top Secret/SCI with Polygraph

Preferred Qualifications

• Knowledge of customer product base (software/hardware).