Senior Manager, Technical Support

Description:

Peraton is seeking a Sr. Manager. The Sr. Manager, Technical Support for the DHA Global Service Center is responsible for developing, communicating, and coordinating the DHAGSC Operations using ITIL4 best practice framework; providing vision to support overarching Service Desk objectives; and supporting personnel and team development initiatives. In this capacity, provides proven tactical and strategic guidance to the team, providing insight and application of industry best practices in the area of Service Operation and IT Service Management. Experience interacting with multiple levels of the account organization as well as the client organization (DHA), to coordinate the activities necessary to successfully run the DHA Global Service Center Operations, implement new service changes, initiatives and metrics.

Responsibilities:

• Senior leader who jointly drives the Peraton and Government customer (DHA) relationship.
• Provide oversight and guidance to the DHA Global Service Center operations leadership and staff.
• Ensure performance objectives and KPIs/SLA exceed contract requirements.
• Monitor daily operations to ensure contract requirements are met.
• Keep abreast of major situations affecting customer service and customer satisfaction.
• Responsible for short-term, long-term project and budget planning.
• Evaluate new call center industry best practices to determine potential value for next generational call center capabilities and services.
• Develop and brief internal and external customers on Global Service Center capabilities, operational processes, metrics and service delivery topics.
• Manage daily operations, call volumes, and service levels (KPIs) like abandonment rates and average handling time, according to PWS.
• Coach, mentor, and motivate staff to meet or exceed individual and team sales or service targets.
• Analyze performance reports, identify trends, and implement strategies to optimize workflows, increase revenue, and improve customer satisfaction.
• Oversee workforce planning, hiring, scheduling, and training.
• Implement new call center technologies, such as ITSM, AI enhancements, and Workforce Management planning tools.
• Resolve complex customer complaints and handle high-priority issues that require senior-level intervention.
• Reporting: Present performance insights to executive leadership and stakeholders.

Requirements:

• 12 years of experience; may have supervisory or management experience
• Experience with  IM/IT leadership, transformation
• Must be a US Citizen
• Position is on-site in San Antonio TX 5 days/week. Must be flexible as required in support of 24 x 7 operation.
• Ability to obtain Department of Defense security clearance (ADP II Public Trust) 
• Experience with development and measurement of Service Desk KPIs (required), ITSM process and tool implementations.
• Strong ability to lead, develop, and mentor large teams. Demonstrated knowledge of Service Desk methodologies, transition and best practices.
• Proven technical competency in the following areas:
  • Microsoft Office 2016 or newer (Products: Word, Excel, PowerPoint and Outlook)
  • Microsoft Visio and Project 2016 or newer 
  • ServiceNow preferred (experience in ITSM ticketing systems)
• ITIL4 Foundations Certification
• PMP Required
• Strong customer service and communications skills, both oral and written.
• Strong critical thinking skills that facilitate service delivery methodology innovation.
• Proven project management skills in setting priorities to meet project deadlines.
• Strong knowledge of Service Desk support environments.
• Strong analytical, presentation, and problem-solving skills.
• Ability to establish a solid working relationship with customer, staff, managers and peers.
• Thorough understanding of ITIL, processes and process development.