IT Customer Success Manager

Overview

A service-oriented, customer experience focused role, responsible for building and managing a team of Success Managers that will act as escalation points and advocates on behalf of Vectrus Business Units. Position will provide proactive "white glove" service to Vectrus Staff with IT related issues. Develop reporting metrics to track onboarding experience to drive continuous improvement efforts in the IT department. Coordinate customer support activities across teams to ensure customer needs are met in a timely manner.

Areas of responsibility include providing high quality personal touch service to Vectrus staff. Building a high performing team and managing people effectively. Understanding the strategic vision of the Vectrus IT Organization and to be able to set long-term direction of the team. Be able to think critically about systems and to make adjustments consistently as needed.

Position will require monthly travel to our McLean, VA and Colorado Springs, CO offices.

Responsibilities

This position description is subject to change at any time as needed to meet the requirements of the program or company.
  • Interface with Business Units to understand IT support needs
  • Develop customer support standards and train other team members
  • Manage multi-team tickets to ensure proper resolution and keep customer updated
  • Provide 1 on 1 support to Senior Staff
  • Staff Training and Support
  • Develop relationships with key staff and work with them to resolve outstanding IT issues
  • Develop and track onboarding experience documents
  • Evaluate IT onboarding processing and recommend changes to improve Customer Experience

Qualifications

Education / Certifications: One-year related experience may be substituted for one year of education, if degree is required.
  • College degree or equivalent experience, technical degree beneficial. One of the following certifications desired; CompTIA Security+ required. Microsoft 365 Certified: Modern Desktop Administrator Associate, ITIL Foundation, HDI-CSR, MCSA Windows 10.

Experience:
  • 5+ years' of service desk and end-point support with 3 years' in a management role
  • Direct experience with supporting C-level executives and other Senior Business Leaders
  • Direct experience in a Customer Support role

Skills & Technology Used:
  • Excellent communication skills, capable of effectively communicating technical information in English, both written and verbal.
  • Outstanding customer service skills
  • Organized, detail orientated and self-motivated.
  • Must be able to develop relationships with key personnel and work in a Team environment
  • Knowledge of Windows 10, Microsoft Office 365, Virtual Desktop Technology, Azure/AWS
  • Strong problem solving and troubleshooting skills
  • The ability to research and understand technical documentation.

Supervisory/Budget Responsibilities:
  • Build and Manage a team of Success managers to advocate and escalate user issues to Service Desk.

Benefits
  • Medical, Dental, Vision, 401(k), Life, AD&D, Short Term Disability, Long Term Disability, and other ancillary plans.

Time Off
  • Paid Time Off (PTO), Holidays, Bereavement, and Jury Duty.


We are committed to an inclusive and diverse workplace that values and supports the contributions of each individual. This commitment along with our common Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation and expand our success in the global marketplace. Vectrus is an Equal Opportunity /Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, protected veteran status or status as an individual with a disability. EOE/Minority/Female/Disabled/Veteran.

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