IT Product Support Services Manager, Raytheon Solipsys, MD

IT Product Support Services Manager
(Manager II, IT Business Customer Relationship Management)
Raytheon Solipsys
Fulton, MD

Raytheon Solipsys, an industry leader in the development of integrated C4I Network Centric Warfare solutions for both the Domestic and International DoD, is searching for a Product Support Services Manager to lead its diverse and multi-disciplined Customer Support Center team, responsible for providing world-wide around-the-clock technical support to our external customers who have deployed our C4I software in both operations and testing/training support facilities. The IT Product Support Services Manager should have experience in managing the support, sustainment and customer relationships for DoD Command and Control Systems both remotely and at the customer site.
Must have the ability to obtain and maintain a US DoD Secret Clearance. Except in rare cases, US Citizenship is required to obtain a US Dept of Defense Secret Clearance.
May be required to work some shifts, weekends, and holidays.
Some travel required on a monthly basis - 25 - 30%
Relocation is available for the selected applicant if they qualify under company policy - the budget is capped at an amount to be discussed with the selected applicant at the appropriate time.
Key areas of responsibility include:
  • Oversee the hiring, firing, orienting, and training of the Customer Support Center
  • Define and implement standards/procedures for ensuring optimal customer experience
  • Conduct surveys to gather information of customer satisfaction and opinion of rendered services
  • Utilize all available communications platforms in reaching out to customers to help resolve issues and provide quick response to inquiries
  • Supervise the activities of the Customer Support Center to ensure their interaction with customers reflect positively on the company
  • Liaise with Business Development / Sales and Internal Product Development resources to ensure the delivery of high quality product and services
  • Establish communication mediums through which customers can access the Customer Support Center and readily interact with each other
  • Oversee the Customer Support Center to maintain a customer-focused services organization
  • Monitor the activities of the Customer Support Center to ensure compliance with acceptable standards of customer service
  • Prepare and manage annual budgets to achieve set objectives and goals
  • Conduct studies and research to identify new techniques necessary to improving the customer's experience with the Customer Support Center
  • Organize training programs for the Customer Support Center to update their job knowledge and enhance their skills
  • Identify, implement, and utilize customer relationship management (CRM) tools in coordinating and monitoring Customer Support Center operations
Required Skills:
  • Minimum 8 year's relevant work experience in leading and managing life cycle technical support services in DoD and non-DoD operational environments
  • Minimum 8 years managing customer relationships and experience in a service-oriented environment
  • Ability to monitor, interact and drive highly technical service-intensive organization to support customer and company goals
  • Proficiency with partnering in matrixed organizations such as finance, contracts, engineering and program management to ensure successful technical support services
  • Strong written, interpersonal and presentation skills and natural ability to provide compelling messaging to customers and cross-functional organization leadership
  • Must be highly organized and be an effective leader, communicator, decision maker and able to inspire teams to meet targets
  • Ability to obtain a government US Dept of Defense (DOD) Secret Security clearance within one year of start date. Except in rare cases only US Citizens are eligible to obtain Clearances.
Desired Skills:
  • CCXP or PMP Certification desirable
  • Experience in managing software Vulnerability Assessments and resolution, preferably under the DoD Risk Management Framework environment
  • Ability to organize and direct the activities of Customer Support Center personnel to ensure delivery of high quality service to customers
  • Ability to effectively interact with customers to identify and process needs/requirements
  • Ability to courteously interact with customers to ensure positive customer experience and maintain strong and lasting relationships
  • Ability to work with customers to schedule training, demonstrations, and technical guidance
  • Ability to use Microsoft Office desktop applications of Word, Excel, PowerPoint, Visio, and Outlook
Required Education (including Major):
  • B. S. in Computer Science or Computer Engineering, Technology, Information Systems, or other related engineering discipline. Please note that directly relevant years experience will be considered in lieu of degree at the hiring manager's discretion.

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