Client Service Manager

Client Service Manager

We are seeking a Client Service Manager to join our team supporting the Federal Deposit Insurance Corporation (FDIC) in Arlington, VA. You will be acting as a lead technician in the performance of onsite support activities, where excellent customer service and professional expertise are required.

Job Requirements

Required qualifications include:

• Five or more years of experience in service delivery and network hardware and software configuration troubleshooting.
• Experience with various desktop systems, operating systems, and diverse technical environments.
• Excellent customer service orientation and verbal communication skills.
• Supporting Windows operating systems, MAC operating systems, MS Office, VPN, local and network printing, and mobile device services such as ActiveSync.
• Ability to install software for and troubleshoot a wide range of applications.
• Experience in a financial services environment preferred.
• Analytical thinking and problem-solving ability.
• Proficiency in BigFix, Bomgar, SCCM for desktops, Exchange Online Protection, Office365 Advanced Threat Protection, Windows Defender, Windows BitLocker, IBM MaaS360.
• Demonstrated experience supporting government agencies, customers, or contracts within federal environments.

Education:

• BS/BA in Computer Science, Information Technology, or an equivalent combination of education or experience.

Clearance:

• Ability to receive a Public Trust clearance.

Responsibilities

Responsibilities include:

• Perform complex installations and configurations of desktops, laptops, mobile devices, and associated peripherals and related software.
• Lead teams in the performance of onsite updates, configuration changes, or software installations. Lead teams in the performance of bulk MACDs.
• Lead technical support and setup during special events such as conferences.
• Provide lead technical assistance to end users. Liaise with and support customer VIPs.
• Resolve escalated service delivery issues, including communicating service delivery issues to the appropriate internal stakeholders, and support communications to the field force from the business liaisons regarding service delivery issues.
• Oversee five key areas: 1) Conventional Device Support, 2) Printer and MFD Device Support, 3) Mobile Device Management, 4) MACDs, and 5) Walk Up Kiosk Support.

The mission of FDIC's Chief Information Officer Organization (CIOO) is to provide scalable, efficient technology that enables continuous access to data securely. In support of this mission, FDIC established ServiceNow as an enterprise platform in 2016 and has since implemented six product suites across the ServiceNow platform. The use of cloud platforms like ServiceNow is a key component of the FDIC's ongoing IT Modernization Program, which emphasizes accelerated cloud adoption to support mission needs. The IT Modernization Program is intended to align the FDIC's IT program with key Federal priorities, including the Federal Cloud Smart Strategy.

Work environment characteristics include:

• Location: Arlington, VA
• Type of environment: Varies
• Noise level: Low
• Work schedule: Schedule is day shift Monday - Friday. May be requested to work evenings and weekends to meet program and contract needs.
• Amount of Travel: Less than 10%

Work authorization/security clearance: US Citizen Ability to receive a Public Trust clearance

Wage information: Target salary range: $115,000 - $155,000. The salary range displayed is an estimate and will be determined on several factors regarding the individual's particular combination of education, knowledge, skills, competencies and experience, as well as contract parameters and organizational requirements. The displayed salary is one component of the total compensation package for employees.

Physical demands include:

• While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch; reach with hands and arms; talk and hear.
• The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl.
• The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 25 pounds; and up to 50 pounds.
• The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

Other information:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.