Introduction to blithequark
At blithequark, we are passionate about solving the most significant Cybersecurity & IT Challenges, helping keep the world’s largest and most elite brands safer from cyber threats. Our powerful mindset is based on our core values of being accountable, helpful, adaptable, and focused. As a proven and effective small business partner and consultant, blithequark is recognized as a leader in providing cyber security and IT services to the Federal, State, and local Government and within the Intelligence Community. We are now seeking a highly skilled and experienced Manager of Customer Support to join our team and support one of our State Agency customers.
Job Overview
The Manager of Customer Support is a critical role at blithequark, responsible for overseeing and leading the customer support team to ensure exceptional service delivery and customer satisfaction. This role involves strategic planning, team management, process improvement, and collaboration with other departments to enhance the overall customer experience. As a key member of our team, you will be responsible for driving customer satisfaction, improving processes, and leading a high-performing team.
Key Responsibilities
- Establishing and implementing project management processes and methodologies to ensure efficient and effective service delivery
- Assembling project plans and teamwork assignments to achieve customer satisfaction and business objectives
- Performing Risk Identification and Management to minimize risks and ensure continuity of service
- Directing and monitoring work efforts on a daily basis, including logistics management, resource allocation, and quality reviews
- Escalating functional, quality, timeline issues appropriately to ensure prompt resolution and minimize impact on customers
- Tracking key project milestones and adjusting project plans and/or resources as needed to ensure successful project delivery
- Coordinating communication with all areas of the enterprise that impacts the scope, budget, risk, and resources of the work effort being managed
- Coordinating status reports and stability of project area work efforts to ensure transparency and accountability
Qualifications and Experience
To be successful in this role, you will need to have a strong background in IT, with a minimum of 2 to 4 years of experience and demonstrated working knowledge of basic to moderately complex hardware and software products and problem-solving/troubleshooting skills. You will also need to be exceptionally self-motivated and directed, with excellent interpersonal skills and the ability to write technical documentation.
Essential Qualifications
- Bachelor’s degree in Computer Science, Information Systems, or other related field; or equivalent work experience
- Seven (7) to ten (10) years of IT experience, including managing teams, customer service, and production project management in multi-platform environments
- Certified as a Project Management Professional (PMP) for five (5) to seven (7) years
- Experience in working under general direction for mid to senior management for at least seven (7) years
- Leadership experience with managing and completing complex projects
- Contractor shall possess at least two (2) years of working experience with IT and project management as it pertains to program areas such as reemployment services and/or community development
Preferred Qualifications
- Advanced degree in Computer Science, Information Systems, or other related field
- Additional certifications in IT or project management, such as ITIL or Agile
- Experience working in a remote or virtual team environment
- Knowledge of cybersecurity principles and practices
- Experience with IT service management tools and technologies
Skills and Competencies
To be successful in this role, you will need to possess a range of skills and competencies, including:
- Strong leadership and management skills, with the ability to motivate and direct a team
- Excellent communication and interpersonal skills, with the ability to work effectively with customers, stakeholders, and team members
- Strong problem-solving and analytical skills, with the ability to identify and resolve complex technical issues
- Ability to work in a fast-paced environment, with multiple priorities and deadlines
- Strong attention to detail, with a focus on quality and customer satisfaction
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our employees. As a Manager of Customer Support, you will have access to a range of training and development opportunities, including:
- Professional certification programs, such as PMP or ITIL
- Leadership development programs, to help you build your skills and expertise
- Mentorship and coaching, to help you achieve your career goals
- Opportunities to work on complex and challenging projects, with a range of customers and stakeholders
Work Environment and Company Culture
At blithequark, we are proud of our company culture, which is based on our core values of being accountable, helpful, adaptable, and focused. We believe in creating a work environment that is supportive, inclusive, and respectful, where everyone can thrive and succeed. As a remote employee, you will be part of a virtual team, with opportunities to collaborate and connect with colleagues and customers across the country.
Compensation, Perks, and Benefits
At blithequark, we offer a competitive compensation package, with a range of perks and benefits, including:
- Competitive salary and bonus structure
- Comprehensive benefits package, including health, dental, and vision insurance
- 401(k) retirement plan, with company match
- Flexible work arrangements, including remote work options
- Opportunities for professional development and growth
Conclusion
If you are a motivated and experienced IT professional, with a passion for customer support and leadership, we encourage you to apply for this exciting opportunity with blithequark. As a Manager of Customer Support, you will have the chance to make a real difference, leading a team and driving customer satisfaction in a fast-paced and dynamic environment. Don’t miss out on this opportunity to join our team and take your career to the next level. Apply now to become a part of the blithequark team!
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