Returning Candidate? Log back in! Customer Service Lead Location US- ID 2025-2585 Category Program Management & Operations (Tech) Position Type Full-Time Remote Yes Clearance Required Secret Overview

We are seeking a Customer Service Lead to lead several IT projects and positively engage with IT system end users and Government leadership. You will apply your commitment to positive outcomes and knowledge of the systems life cycle, project management, plus your excellent record of customer relations to lead projects for an array of services to include IaaS, FaaS, PaaS, and SaaS. You will work closely with engineers, cyber security specialists, systems integrators, program management, and Government and contractor customers. This position allows for telecommuting with travel to the Washington D.C. Metro area 2-3 times per year. DoD experience is preferred but NOT required.

Responsibilities Lead Service Desk personnel in daily operations – SLA monitoring, ticket reviews and quality control.Review Service Desk portals for improvements to usability, customer adoption, and satisfaction.Manage unplanned outages due to incidents and problems to ensure proper communication and documentation of the event.Advocate on behalf of customers to Government staff and program management.Lead customer-focused projects within a large program and see them through successful delivery.Build and maintain relationships with customers to capture organization information, requirements, goals, and pain points.Meet with the Program Office Configuration Control Board (CCB) to review and manage Change Requests.Manage project risk from a Customer Service Lead perspective.Coordinate with fellow team members, end users, and Government stakeholders to solve problems and implement improvements to tools and processes.Report on the status of projects to peers and program management. Qualifications U.S. Citizenship and ability to obtain a Secret clearanceBachelor’s degree or equivalent experienceMinimum eight (8) years of Information Technology life cycle experience; three (3) years of experience as Service Desk Lead or equivalent experience; three (3) years of team leadership or project managementWorking knowledge of the Project Management Body Of KnowledgeAbility to effectively manage projects remotely; lead and coordinate virtual and in-person meetingsDesire and ability to learn new skills, tools, and processesProven experience delivering quality projects on timeCommitment to continuous improvement of people, processes, and toolsExcellent written and verbal communication skills; ability to present briefings to high-level leadershipLeadership – provide motivation, direction, and prioritization of tasks to staffExperience providing excellent customer service, including mediation and conflict resolutionExperience adapting to rapidly evolving requirements and situationsExperience with MS SharePoint, MS Teams, and other tools to leverage for successful project management and communication effortsExperience with Service Desk software (for example, Jira Service Management, ServiceNow, etc.)Experience detecting and supporting areas for process improvement Pay Transparency Statement AMERICAN SYSTEMS is committed to pay transparency for our applicants and employee-owners. The salary range for this position is USD $108,100.00/Yr. - USD $180,600.00/Yr. Actual compensation will be determined based on several factors permitted by law. AMERICAN SYSTEMS provides for the welfare of its employees and their dependents through a comprehensive benefits program by offering healthcare benefits, paid leave, retirement plans, insurance programs, and education and training assistance. EEO Statement EEO Race/Sex/Disability Status/Veteran Status Options ApplyApplySubmit a ReferralRefer Sorry the Share function is not working properly at this moment. Please refresh the page and try again later. Application FAQs

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