Deputy Customer Relations Manager

Arlington, VA

Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer’s core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level!

Deputy Customer Relations Manager

• Support the Customer Relations Manager in managing all facets of customer engagement, including resolution of concerns and development of customer contact strategies.
• Analyze operational workflows, escalation procedures, and service delivery processes to identify opportunities for improvement and enhanced customer value.
• Conduct training needs assessments and recommend capability development initiatives to strengthen service delivery.
• Serve as a liaison between the IT organization and Technical Offices, partnering with service coordinators and program support staff to form an integrated support team for mission programs and program managers.
• Create and manage projects in support of program requirements, including IT request cases, engineering tasks, and cross‑functional initiatives; coordinate delivery across internal and external teams.
• Maintain comprehensive awareness of program portfolios and IT service impacts; proactively identify risks to milestones and communicate potential delays or capability gaps to stakeholders.
• Support Program Support Strategy activities, including participation in planning meetings, documentation development, and coordination of IT requirements.
• Maintain broad and deep knowledge of enterprise IT services and systems to effectively respond to inquiries from technical staff and leadership.
• Coordinate with stakeholders to ensure timely and accurate responses to customer issues and escalations.
• Monitor VIP Service Desk performance to ensure responsiveness, professionalism, technical competency, and service excellence.
• Track escalated issues through resolution and provide transparency on the status of accepted and declined requests.
• Establish and manage customer expectations regarding timelines, deliverables, and service levels.
• Utilize dashboards and reporting tools to monitor key performance indicators (KPIs), service level agreements (SLAs), and business performance metrics.
• Measure and report performance against established Service and Business Level Agreements.
• Identify and recommend improvements to processes, standards, and systems to optimize ticket accuracy, transparency, and operational efficiency.
• Drive initiatives focused on enhancing customer experience and team effectiveness.
• Ensure adherence to corporate policies, standard operating procedures, and governance frameworks.
• Participate in planning sessions, status meetings, and governance committees focused on customer success and service improvement.
• Perform other duties as assigned.

• Bachelor’s degree.
• 5+ years of Business Analyst, Product Owner, and/or Quality Assurance experience in large‑scale enterprise environments.
• DoD Top Secret Clearance with SCI eligibility is required.

• DoD IAT Level II Certification is preferred.
• Top Secret with SCI eligibility preferred.

• Understanding of applying basic security principles to the computing environment (CE).
• Ability to troubleshoot hardware and software problems related to desktop computers, print servers, scanners, printers, PDAs (Blackberries), desktop video/video teleconference systems, and peripherals (zip drives, external zips, scanners, etc.).
• Demonstrated knowledge and accomplishment in analyzing, diagnosing, and recommending solutions for hardware and software problems.
• Demonstrated ability with installation, configuration, and the ability to learn unique applications and programs.
• Ability to troubleshoot Microsoft products, including but not limited to Windows, Office, and all aspects of Windows security and Microsoft desktop products.
• Experience installing and supporting workstation hardware…