IT Customer Services Manager

Job Description:

• Manages daily operations of client inquires and requests, ensuring responses are accurate and timely and in accordance with service level agreements.
• Serves as the Deputy Program Manager, supporting the Program Manager in all aspects of program management, administration, quality assurance, leadership and operations.
• Manages the deployment of enterprise IT equipment, specialized support and enterprise provisioning.
• Provides guidance to staff in resolution of difficult client questions/problems in order to ensure accurate technical support information.
• Monitors client contacts with staff to ensure standards of quality are met.
• Directly addresses client dissatisfaction and analyzes causes to define strategy for implementing corrective action.
• Works with other departments to improve processes and quality of client interaction by reviewing customer satisfaction survey data and identifying area...

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