IT Help Desk Lead & Service Manager (DC On-site)

Planned Systems International; Washington; On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) with employer match

Tuition reimbursement

Flexible spending account

Health savings account

Job summary

Planned Systems International (PSI) seeks a Customer Service Manager to lead a Department of Veterans Affairs Information Technology Help Desk and its users. You will plan, implement, and manage customer service systems while providing leadership and technical guidance for delivering responsive, high-quality customer support.

The role oversees Tier 1 and 2 activities, analyzes service data for trends, and coordinates with engineers and program teams to improve performance and customer

Qualifications

• Bachelor's degree in a general field.
• Minimum of five years of relevant experience in customer service management, IT service delivery, Help Desk operations, technical support, or related areas.
• Experience planning, implementing, or managing customer service systems and support processes.
• Experience handling escalated customer concerns and customer satisfaction issues.

Responsibilities

• Plan, implement, manage, and continuously improve customer service systems, processes, and support activities.
• Lead and coordinate Tier 1 and Tier 2 customer service and technical support operations.
• Provide guidance and technical assistance to Customer Service Engineers and other Help Desk personnel.
• Monitor customer service delivery to promote timely, consistent, and professional support.
• Handle escalated customer inquiries, service concerns, and customer satisfaction issues through resolution.

Skills

Leadership

Communication

Analytical

Organizational

Customer service

Troubleshooting

Education

Bachelor's degree

Tools

Microsoft Office

Microsoft 365

Active Directory

VPN

SharePoint

Genesys Cloud Contact Center

Job description

Planned Systems International (PSI) seeks a Customer Service Manager to lead a Department of Veterans Affairs Information Technology Help Desk and its users. You will plan, implement, and manage customer service systems while providing leadership and technical guidance for delivering responsive, high-quality customer support.

The role oversees Tier 1 and 2 activities, analyzes service data for trends, and coordinates with engineers and program teams to improve performance and customer