General Dynamics Information Technology (GDIT) is seeking a Service Desk Customer Service Manager (Operations Manager) at our Rensselaer, NY location. This position will support our Customer Engagement organization. GDIT is seeking a leader who actively promotes the open expression of ideas and encourages collaboration at all levels within the organization. This candidate leverages leadership and management competencies to enhance the customer experience though continuous service improvement and fosters a high-performance culture. The Customer Service Manager applies critical thinking and attention to detail to ensure sound decision-making and management of enterprise risks.

Responsibilities and Duties:

Knowledge, Skills, and Abilities:

Ideal candidate for this role possess:

• Proficiency at articulating the connections between individual behaviors and performance metrics in one-on-one coaching sessions and team meetings
• Skills at constructing compelling development plans and providing challenging stretch goals
• An ability to communicate ideas and set clear expectations in a concise and compelling manner, using a variety of communication settings, channels and styles
• Proficiency at understanding and analyzing the operational service elements, which affect the financial performance of a program
• Demonstrated experience and proven success improving, optimizing, standardizing, and streamlining workflows and processes that yielded improvements in efficiency, customer satisfaction and resulted in cost reductions
• An ability and willingness to work in a high pressure, fast-paced, operational environment

Qualifications

You MUST have:

• Bachelor’s degree (or equivalent experience)
• One or more years of demonstrated experience with leading and managing teams to successfully meet or exceed performance metrics for federal government programs