Customer Service Manager - TS/SCI W/ POLY

Key Responsibilities

• Lead and manage multiple Tier 2 customer service teams through subordinate managers, ensuring consistent, high-quality service delivery across the NCR.
• Foster a productive, accountable, and motivating work environment while addressing employee concerns, performance issues, and customer escalations.
• Provide leadership, coaching, and professional development to managers and staff to build a high-performing organization.
• Act as a senior advisor to subordinate managers in resolving complex operational challenges, staffing concerns, and escalated customer issues.
• Develop, implement, and enforce call center/help desk policies, procedures, and best practices aligned with global contract requirements.
• Oversee workforce planning, scheduling, and performance management to meet service level agreements (SLAs) and operational goals.
• Monitor and analyze call quality, customer satisfaction metrics, and operational KPIs to identify trends, improve service delivery, and inform training initiatives.
• Ensure accurate documentation and reporting of customer interactions, incidents, and resolutions in accordance with contract and compliance requirements.
• Manage teams responsible for identifying, troubleshooting, isolating, and resolving technical or service-related issues for customers.
• Collaborate with the Project/Task Senior Manager and global counterparts to align NCR operations with enterprise-wide objectives and continuous improvement initiatives.
• May support budget planning, resource allocation, and cost management for assigned teams.

Scope of Responsibility

• Oversees multiple teams led by subordinate managers within Tier 2 Operations in the NCR.
• Responsible for medium to large operational scope with moderate to high complexity.
• Impacts service delivery across a regional footprint while contributing to global contract performance.

Qualifications

Education: Bachelor’s degree in Business, Information Technology, Management, or related field (or equivalent experience).

Experience

• 7+ years of customer service, call center, or help desk experience
• 3+ years of leadership experience managing managers or multiple teams
• Proven ability to lead through subordinate supervisors in a multi-layered organization.
• Strong experience with performance metrics, SLAs, and continuous improvement initiatives.
• Excellent problem-solving, communication, and conflict resolution skills.
• Experience supporting large-scale or government contracts preferred.
• Ability to operate in a fast-paced, high-visibility environment with competing priorities.

Key Competencies

Leadership & Team Development

Operational Excellence

Customer Focus

Strategic Thinking

Performance Management

Communication & Influence

Required Certs

1. Security+ CE
2. PWS 9.1

#MD_2026Alumni

The likely salary range for this position is $93,500 - $126,500. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours

40

Travel Required

10-25%

Telecommuting Options

Onsite

Work Location

USA DC Washington

Additional Work Locations

Total Rewards at GDIT

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

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Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans