Job Description

The Onsite Support Manager position is responsible for managing a positive relationship and active contracts between WWTS and clients. Oversees the establishment of procedures and customer service polices to maintain high standards and ensure quality customer service. Grows and develops client relationships to ensure the growth of revenue. Manages staff. The Service Delivery reports to the Program Manager or Director. Due to government contract requirements, U.S. Citizenship is required for this position.

Responsibilities

• Manages and understands client needs and expectations
• Provide and track deliverables based on contract, statement of work and solution designs
• Responsible for meeting Service Level Agreements, Key Performance Indicators, and internal goals
• Manages formal customer complaints for root cause and quick resolution
• Manages formal process to address customer complaints for root cause and quick resolution
• Ensure compliance of all aspects of contracts
• Manage and own the daily operations of the sites assigned
• Manages multiple technicians, coordinators, and other personnel as assigned
• May manage multiple sites
• Responsible for program financial activities
• Pursues additional revenue through projects
• Develop and manage project timelines and budget based on key project milestones
• Identify process improvement opportunities
• Identify optimization opportunities
• Implements process improvement and optimization recommendations in order to improve program objectives
• Responsible for preparing and presenting client regular reports and briefings to the client and management
• Uses system applications to update/monitor customer activity
• Acts as a liaison to ensure that communication between client and field service organization are maintained effectively, so that quality service can be delivered to customers
• Facilitates weekly and monthly customer satisfaction reviews with clients
• Additional duties may be assigned to meet business needs
• Additional requirements may exist if offer of employment is extended
• Occasional travel required

Qualifications

Education and Experience:

• Typically requires a Bachelor’s degree at least 3-5 years of experience or an equivalent amount of experience; or additional education with less experience
• Experience with IT service delivery Certifications and/or Qualifications:
• Knowledge of relevant technical software Skills:
• Excellent written and oral communication skills
• Excellent customer service skills
• Excellent organizational skills
• Excellent interpersonal skills
• Ability to oversee the planning, organization, development, and implementation of projects and services
• Ability to maintain professionalism when interacting with clients and addressing concerns

Additional Information

All your information will be kept confidential according to EEO guidelines.