Customer Service Manager

Secure our Nation, Ignite your Future

Become an integral part of a diverse team while working at an Industry Leading Organization, where our employees come first. At ManTech International, you’ll help protect our national security while working on innovative projects that offer opportunities for advancement.

We are seeking a highly skilled and dedicated Customer Service Manager to join our Network Security Operations Services Center support to Department of Homeland Security (DHS). As a Customer Service Manager, you will play a crucial role in ensuring the success of our customers by delivering exceptional service and support. 

Responsibilities:  

• Collaborate with other DHS Components and stakeholders to share recommended mitigations and address potential impact. 
• Provide recommendations, detection tools, and access to custom dashboards. 
• Include subscribers' submitted reports and artifacts in periodic reporting to all stakeholders. 
• Follow up with customers at defined intervals to ensure clarity of communication, identify and coordinate resolution of roadblocks, and facilitate tracking and remediation. 
• Design, develop, and continuously improve all levels of customer outreach in collaboration with DHS OCIO. 
• Communicate upcoming major maintenance activities to ensure stakeholders are aware of changes and their impact across the network. 
• Collaborate with customers and NOSC NCCS team members to capture customer requirements and facilitate successful implementation for successful mission accomplishment 
• Lead and mentor other Customer Success Managers and other team members 
• Deliver timely and transparent communication to stakeholders, ensuring a best-in-class service entity. 
• Support capability delivery and improvement activities. 

Basic Qualifications:  

• A bachelor's degree in a relevant field of study -OR- equivalent experience
• A minimum of (8) eight years of experience
• Proven experience in customer service management, preferably in a network security operations environment. 
• Excellent written and verbal communication skills, with the ability to present complex information clearly and concisely.  
• Strong communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels. 
• Excellent problem-solving and decision-making abilities. 
• Knowledge of network and security operations and industry best practices. 
• Ability to work collaboratively in a fast-paced and dynamic team environment. 

Preferred Qualifications:  

• A master's degree 
• Experience working in a government or defense environment.  
• Familiarity with DHS policies and procedures.  
• Knowledge of broader cybersecurity frameworks (e.g., NIST, ISO 27001).  
• Familiarity with DHS Components and their operations is a plus. 

Clearance Requirements:

• Must be a U.