MANAGER IT CUSTOMER SERVICE

Manager It Customer Service

The Marvin Group is a Strategic Partner for Global Alternate Mission Equipment and Sustainment. The Marvin Group, a leading defense contractor, plays a crucial role in the development and manufacturing of various systems for military aerospace and vehicles. Based in Southern California near the Los Angeles International Airport, The Marvin Group consists of Marvin Engineering (MEC), Marvin Test Solutions (MTS) and Marvin Land Systems (MLS). Marvin Engineering designs and produces military Alternate Mission Equipment. Marvin Test Solutions designs and manufactures armament Test Equipment. Marvin Land Systems specializes in the design and build of power and thermal management systems. For over 60 years we have maintained "A Tradition of Excellence", serving as a trusted source for our unwavering commitment to supporting all branches of the Department of Defense and our global allies. Our collaboration extends across a diverse array of programs and platforms, including major military prime contractors such as Lockheed Martin, Northrop Grumman, and Raytheon.

Scope : To manage the performance of Level 1 & 2 services and support the Marvin Group IT customers and ensure that service levels are achieved. To ensure that customer expectations are met or exceeded. Responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, meeting defined metrics / benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.

Essential Duties And Responsibilities :

• Oversee 100% of the requests, incidents and problems.
• Manages and coordinates urgent and complicated support issues.
• Act as escalation point for all requests and incidents.
• Develop and mature phone / ticket escalation processes to ensure free flowing escalation and information within the organization.
• Determine root cause of issues and communicate appropriately to internal and external customers.
• Train, coach and mentor Help Desk Technicians (Level 1 / 2) including career development. Oversee staff activities.
• Builds / obtains training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers.
• Provide data and reporting of KPI's and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Help Desk the single source of truth and service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed).
• Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation.
• Manage process for communicating outage / emergency activities to the organization. Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information.

Skills / Requirements :