GSA Assist Customer Service Supervisor

Regular None None NACI (T1) Customer Service Call Center, Call Management, Coaching, Customer Satisfaction, Customer Service 5 + years of related experience No

• Model high ethical and professional conduct
• Maintain focus on client and operational goals while ensuring customer satisfaction
• Provide administrative support to assist with the management of day-to-day operations
• Prepare and give presentations
• Aid human resources by interviewing prospective candidates and employing personnel management methods
• Develop a team of help desk professionals using proven coaching methods
• Monitor performance to assure quality of service
• Routinely supervise, monitor, and evaluate team metrics for quality of service and to ensure compliance with Client Service Level Agreements
• Occasionally manage customer calls in case of extraordinary call volume circumstances
• Follow established practices and procedures in support of Service Desk operations

• High School Diploma or equivalent
• 5 or more years of related experience working with call center software and programs and/or working with organizational functions and personnel
• Demonstrated experience using CXone and ServiceNow
• Ability and willingness to obtain a Public Trust
• Louisiana Residency living within a ~ 60-mile radius of our Bossier City facility

• Associates degree in business or related field
• Demonstrated experinece with Jira
• 1 or more years in a supervisor role in a contact center/help desk environment

• Onsite

• 401K with company match
• Comprehensive health and wellness packages
• Internal mobility team dedicated to helping you own your career
• Professional growth opportunities including paid education and certifications
• Cutting-edge technology you can learn from
• Rest and recharge with paid vacation and holidays

The likely salary range for this position is $50,150 - $67,850. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range. 40 None Onsite USA LA Bossier City Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most. We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology. We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation’s most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.