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Are you a PROBLEM SOLVER?

Do you strive to make a POSITIVE DIFFERENCE?

Do you enjoy being a contributor to a WORLD CLASS TEAM?

STS is seeking a CUSTOMER SERVICE MANAGER to develop and maintain positive customer relationships with the US Patent and Trademark Office (USPTO), specifically for the Office of the Chief Information Officer (OCIO). Their duties will require a close relationship with government officials, contracting representatives, the Program Manager, Quality Manager and subordinate employees to fulfill the requirements set forth in the contract.

 ************* Position is contingent upon contract award ****************

 THIS POSITION IS PART OF A U.S. DEPARTMENT OF DEFENSE CONTRACT. ONLY US CITIZENS MAY BE CONSIDERED.

PRIMARY RESPONSIBILITIES

The Customer Service Manager will ensure that problems and concerns from the government will be addressed and fixed while supervising personnel who will perform hands on solutions implementation for a wide range of IT related tasks including Data Maintenance, Unified Communications, Desktop Management, Test Architecture and Automation, Server Engineering and Hardware/Software support

ESSENTIAL JOB FUNCTIONS

• Build rapport with customer
• Manage and perform help desk functions
• Be a Subject Matter Expert (SME) in IT related problem solutions (Tier I – III)
• • Provide guidance and mentorship for junior help desk personnel

Effectively assign tasks and monitor the productivity of all team members engaged in solution implementation

Properly identify risks and develop clearly defined risk-mitigation techniques before the customer experiences them, if possible

Provide extensive independent research, to evaluate new products and systems hardware for integration to the operational environment; and tests, analyzes, evaluates, validates and implements new technologies as applicable to the USPTO

Provides technical advice and leadership in the analysis, design, development, deployment, maintenance, and enhancement of assigned large scale advanced Information Technology systems

Define and execute a variety of work including customer upgrades, issue prioritization, configuration tasks, defect and enhancement management and issue alert management to internal and external stakeholders.

Develop and foster relationships with customers and ensure a smooth hand off to Support and Account Management.

Ensure acceptable levels of performance across applications by proactively monitoring.

Support the roll out of new products and processes, and train to teams to ensure a seamless and cohesive roll out.

Facilitate productive cross-portfolio and cross-functional relationships via effective and consistent communications across a global workforce and customer base.

Understanding of security concerns pertaining to enterprise customers.

Ability to tailor communication to contacts with varying levels of technical knowledge and expertise

Must be detail-oriented, organized and able to work collaboratively in a fast-paced environment

Oversees several converging projects with different timeframes and deliverables; and negotiates with multiple stakeholders and schedules projects considering resource allocation needs, program priorities, and other constraints.

Perform other duties as assigned

Required Skills

EXPERIENCE

REQUIRED:     

• 5+ years customer service management experience of a team of 10 or more in a Federal Civilian environment
• Excellent customer service abilities and skills.
• Familiarity and experience with project management principles and practices. Ability to prioritize and manage multiple tasks under short and changing deadlines, while ensuring timely and accurate execution.
• Excellent analytical, oral and written communication, organizational, and interpersonal skills required.
• Must be innovative and have the ability to work collaboratively and independently.
• Must have the ability to exercise sound judgement, discretion and tact in a professional setting.
• Ability to work as a member of a team, lead specialists, manage all aspects of    projects, and provide consultancy to clients.

PREFERRED: 

• 7 years of related experience
• Knowledge of current security technology and emerging trends
•  Understanding of security operations and procedures

EDUCATION

Required:      Bachelor’s degree in Business Administration, Marketing, Engineering, IT, and/or Communications

Preferred:     Master’s degree in above fields

CERTIFICATIONS

Required:      ITIL Certification or similar certification, Security +

Preferred:     Experience in lean, six-sigma, process improvement.

OTHER REQUIREMENTS

You do not need a current/active clearance to apply, but must be able to pass and hold a government Public Trust (SF-85) background investigation. You must either be a US Citizenship or Green Card Holder to be eligible.       

Required Experience

WHAT MAKES STS GREAT?

STS is a services-based organization that relies on the exceptional results our workforce delivers to customers every day. We realize that our customers’ high regard for our consistently high performance is only possible because of the talents, exceptional work ethic, and commitment of our people. We promote and live by a strong and inclusive company culture that places the focus on customer and employee satisfaction, communication, and respect.

WHAT TO EXPECT FROM STS:

• Competitive total compensation plan, with immediate eligibility for most benefits and a 401(k) plan with matching contributions!
• A work environment that emphasizes the safety of our workforce
• An organization that is committed to upholding the highest level of business ethics and workplace conduct
• A company that supports "paying it forward" with involvement in several deserving organizations and encourages volunteerism in the employee's community
• Generous paid time-off program that starts on the first day of employment!
• Tuition and certification cost reimbursement programs for qualifying employees

STS is actively committed to employment of Veterans, whom we regard as one of our Nation’s greatest resources. Today, you will find Veterans at every level of our organization, continuing their service to our country by supporting our government contracts and customers. STS is proud of their dedication, work ethic, loyalty, and commitment to duty, and we will continue to promote career opportunities for Veterans who are sincerely deserving of our appreciation.

We are an affirmative action/equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation or any other characteristic protected by law.

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EXPERIENCE

REQUIRED:     

• 5+ years customer service management experience of a team of 10 or more in a Federal Civilian environment
• Excellent customer service abilities and skills.
• Familiarity and experience with project management principles and practices. Ability to prioritize and manage multiple tasks under short and changing deadlines, while ensuring timely and accurate execution.
• Excellent analytical, oral and written communication, organizational, and interpersonal skills required.
• Must be innovative and have the ability to work collaboratively and independently.
• Must have the ability to exercise sound judgement, discretion and tact in a professional setting.
• Ability to work as a member of a team, lead specialists, manage all aspects of    projects, and provide consultancy to clients.

PREFERRED: 

• 7 years of related experience
• Knowledge of current security technology and emerging trends
•  Understanding of security operations and procedures

EDUCATION

Required:      Bachelor’s degree in Business Administration, Marketing, Engineering, IT, and/or Communications

Preferred:     Master’s degree in above fields

CERTIFICATIONS

Required:      ITIL Certification or similar certification, Security +

Preferred:     Experience in lean, six-sigma, process improvement.

OTHER REQUIREMENTS

You do not need a current/active clearance to apply, but must be able to pass and hold a government Public Trust (SF-85) background investigation. You must either be a US Citizenship or Green Card Holder to be eligible.