Prince William County Department of IT is dedicated to providing exceptional services to our customers. We value innovation, integrity, and excellence in everything we do. We are actively seeking a motivated and enthusiastic Customer Service Manager to join our team. Your role will be crucial in ensuring our customers receive exceptional service, solving problems, and providing a positive experience with every interaction. Your contributions will be highly valued and integral to our operations. ... more details
Introduction
Prince William County Department of IT is dedicated to providing exceptional services to our customers. We value innovation, integrity, and excellence in everything we do. We are actively seeking a motivated and enthusiastic Customer Service Manager to join our team. Your role will be crucial in ensuring our customers receive exceptional service, solving problems, and providing a positive experience with every interaction. Your contributions will be highly valued and integral to our operations.
The Prince William County Communication and Infrastructure Division is a highly motivated organization seeking to improve IT services. We promote a collaborative team environment that embraces change. If you are a team player who thrives in a fast-paced work environment and is not afraid of a challenge, Prince William County could be the right place for you.
About This Role:
What you will do:
Manage and lead a team of customer support technicians, providing guidance, training, and performance evaluations.
Develop and implement policies, procedures, and best practices to ensure efficient and effective support services.
Serve as the primary point of contact for escalated technical issues, resolving complex problems promptly.
Monitor the ticketing system and prioritize support requests based on severity and impact on business operations.
Collaborate with other IT teams to identify and resolve recurring technical issues and implement long-term solutions.
Analyze customer service performance metrics and generate reports to assess team productivity and identify areas for improvement.
Stay up-to-date on industry trends, technologies, and best practices related to IT service management.
Foster a positive work environment that promotes teamwork, professionalism, and continuous learning.
Manage vendor relationships and contracts for software, hardware, and support services.
Ensure compliance with company policies, procedures, and security standards in all customer service activities
Prince William County offers excellent benefits including comprehensive medical coverage options, paid holidays, personal days, and generous leave accrual. The County also participates in the Virginia Retirement System and offers 457 and 401a defined contribution plans. Employees enjoy 11 paid holidays each year and a full range of leave including annual, personal, and sick. In addition, the County offers Flexible Spending Accounts, Credit Union Membership, Employee Assistance Program, Employee Advisory Committee, and other leave programs.
Minimum Requirements: High school diploma or G.E.D. and 7 years of related experience. Preferences:
7 years of experience managing a customer service team
7 years of experience with Microsoft applications and patch management
2 years of experience with Service Now
Special Requirements: All employees considered for hire by the Department of Information Technology must pass a thorough Background Investigation (to include Police Background Investigation) and have a clean driving record.
Work Schedule: This position is classified as exempt with the expectation that the candidate will complete duties within the time frame required. The standard workweek is 37.5 hours, Monday – Friday between the hours of 8:00 am to 5:00 pm. After-hours and weekend work are occasionally necessary to provide services that cannot be performed during normal business hours. This is a telework eligible position that may revert to in-office scheduling if business needs change.
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