Senior Customer Technical Support Manager

Responsibilities

Peraton is seeking a Senior Customer Technical Support Manager to join our team of qualified, diverse individuals serving the United States Coast Guard IMS program. Qualified applicants will manage Support functions at the IMS Service Desk. Applicants supervise daily operations at the integrated service desk and evaluates overall service desk activities against performance objectives.

 

Day to Day Work Responsibilities:

• Manage watch team of 45-55 agents
• Ensures customer service response is timely, accurate, and congruent with required service levels.
• Provides integrated service desk services and is the single POC to address all end user service requests.
• Manages omni-channels including phone, voicemail, email, and the web.
• Leads the routing of issues not resolved on the initial call to the appropriate Tier 2 team and tracks through resolution.
• Leads service desk teams to deliver in terms of the customer experience with focus on automation, driving improvements and introducing new approaches such as chat and callback.
• Manages end user escalations during daily operations.

#USCGIMS

Qualifications

Basic Qualifications:

• Must have 6 years of experience. 
• Management experience in a technical field.
• U.S. Citizenship required; Secret (or higher) clearance
• DOD 8570.01M IAM Level I certification
• Comfortable communicating with Peraton and Client leadership
• Professional written and interpersonal skills are essential when communicating with Client
• Experience in data analytics
• Time-management skills and the ability to establish reasonable and attainable deadlines

Peraton Overview

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.

Target Salary Range

$66,000 - $106,000. This represents the typical salary range for this position based on experience and other factors.