Manager Customer Success - Information Technology Center

CNA, 3003 Washington Blvd, Arlington, Virginia, United States of America Req #407
Tuesday, September 13, 2022
CNA fosters an inclusive culture that values diverse backgrounds and perspectives. Our flexible and engaging work environment encourages iterative and creative collaboration at every stage of the problem solving process. Our employees are committed to helping clients develop effective solutions to better manage their programs through scientific, data-driven approaches. We are looking for creative and innovative individuals to help carry out our mission.

PRIMARY PURPOSE

The Head of Customer Success role is to plan, coordinate, and manage staff and overall operations of the CNA’s Service Desk team, and tier 2 support.  Manages team that provides technical assistance to computer system and network users or other technical products and services.  Implements policies, procedures, and knowledgebase articles regarding how problems are identified, received, documented, distributed, and corrected. Ensures maximum issue resolution in minimum time to meet Service Level Agreements. Establishes objectives and directs staff activities to improve technical support practices in the areas of quality, knowledge centered support and resolution timeframes. Drives product supportability. Coordinates customer service activities with other internal functions (e.g., change management). Manages personnel activities of staff (e.g., hires, trains, schedules, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.).

 

JOB DESCRIPTION AND/OR DUTIES

1. Design and implement short- and long-term plans and to ensure CNA’s User Support capability and capacity meets existing and future requirements by building out self-service capabilities (e.g., Knowledgebase articles). Develop healthy customer/partner relationships.

 

2. Develop, implement, and maintain policies, procedures, and processes aligned with the ITIL standard. Improve the relationship, communication, and alignment with the business and provide increased transparency for both projects and ongoing IT operations.

 

3. Conduct research and make recommendations on products and services to improve user support efforts.  Partner with the business and research areas to drive technology implementations and transformations that are business-led, and IT enabled. Enhance customer/user training.

 

4. Establish a Service Desk communication strategy to provide a clear and concise system status’ update, new technology and/or hardware deployments, and evaluate and improve tutorials and other communication infrastructure.

 

5. Develop a healthy life cycle management framework on customer facing devices (e.g., laptops, mobile devices).

 

6. Drive adoption of, or significant expansion of existing, IT services delivery framework with continued analysis of existing IT processes in support of improved service delivery focus. Establish and continuously improve CNA’s end user training capability on new technology deployments.

 

7. Perform other duties as assigned.

 

JOB REQUIREMENTS

1. Education:  Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field or equivalent combination of education and work experience required. Advanced degree is a plus.

 

2. Experience:  Minimum 7 years’ experience in IT technical support (service desk, user support, desktop management, etc.).

 

3. Skills:  Demonstrated technical skills in service desk management systems aligned to the ITIL model.  Exceptional knowledge of service and application delivery, as well as successful service level agreements.  Experience supporting operating systems, standard business applications, user authentication techniques and remote access technology.  Demonstrated leadership and personnel/project/ management skills.  Strong interpersonal, written, and oral communication skills.  Ability to conduct research into issues and products as required.  Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergencies.  Ability to present complex technical information in a user-friendly language.  Exhibit and maintain a strong customer service orientation.  Experience working in a team-oriented, collaborative environment.

 

4. Other:  On-call availability outside of normal working hours. Ability to obtain and maintain Top Secret Clearance.

 

5. Remote/Hybrid Work Eligibility: This position is eligible for telecommuting or hybrid work arrangements at the discretion of the Supervisor. Employees may be required to work at CNA headquarters or other work locations resulting in changes to the scheduled telecommuting or hybrid work arrangements.
 
 Please include a cover letter as part of your application. A cover letter should introduce yourself, briefly summarize your professional background, explain why you are a good candidate and the reason for your personal interest in applying for this job.

 
 ***Voluntary (but highly desired) document***
 
Please include a personal statement as part of your application. A personal statement is a chance for us to get to know you. The statement is your opportunity to share your goals, interests, influences and show us that you will be a valuable asset to our organization. Please click here for personal statement guidelines – Click here
CNA is committed to providing equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service and protected veterans, or other non-merit based factors. In addition to federal legal requirements, CNA complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. These protections extend to all terms and conditions of employment, including recruiting and hiring practices, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training and career development programs. For more information about EEO protections, please view the EEO is the law posters here: "EEO is the Law" Poster""EEO Poster Supplement". The pay transparency policy is available here: Pay Transparency Nondiscrimination Poster. To be considered for hire, all individuals applying for positions with CNA are subject to a background investigation. For positions requiring access to classified information, U.S. citizenship is required. Individuals will also be subject to an additional government background investigation, and continued employment eligibility is contingent upon the ability to obtain and maintain an active security clearance.

Other details

  • Job Family Information Technology
  • Job Function Career Path III - Supervisor/Manager
  • Employment Indicator (none)
Location on Google Maps
  • CNA, 3003 Washington Blvd, Arlington, Virginia, United States of America