Customer Service Support Manager

We are Vista Defense Technologies, LLC (VDT), a government contracting and consulting firm supporting several military installations and federal agencies across the nation.

VDT is seeking a Customer Service Support Manager for our mission at Naval Hospital in Jacksonville, FL. The ideal candidate must be able to perform the tasks listed below (but are not limited to the tasks listed below).

Must have experience with Windows 11 operating system. Respond to trouble tickets to resolve user problems. Under general supervision, provide technical software, hardware and network problem resolution to all area-wide computer users by performing question/problem diagnosis and guiding users through step-by step solutions in a call center environment; clearly communicate technical solutions in a user-friendly, professional manner; provide one-on-one end-user training as needed;

assist Network technicians; troubleshoot network printer problems; conduct hardware and software inventory database maintenance and reporting.

• Provide personal computer support, problem analysis, and hardware/software installation and configuration.
• Provide phone, remote, and desk-side technical support to users in the areas of e-mail, directories, standard Windows desktop applications, and network connectivity.
• Provide support to include configuration of systems, communications devices, and peripheral equipment.
• Report monthly to the Project Manager and Site Lead all achievements and milestones.
• Coordinate and assist warehouse personnel and off-site technicians.
• Maintain accurate records and SOP’s.
• Ensure scheduling and assigning work orders.
• Direct technical support operations, manage the helpdesk/ticketing system, and ensure efficient, timely repair services for hardware and software.
• Train, coach, and mentor the Customer Support Technicians.
• Maintains inventory for spare parts, computers, and peripheral equipment.
• Oversee the daily operations of the technical service team.
• Assist with coordination efforts, as needed, with other department teams.

• Experience with Windows 11 and Active Directory Structure.
• Capable of adding and removing computers via SCCM.
• Mandatory requirements:
  
  Ability to obtain/attain a T3 secret clearance.
• Current CompTIA Security+ certification.

VDT offers a competitive benefits package to include: paid holidays, paid time off including sick and vacation leave, medical, dental and vision insurance, flexible spending accounts, short and long term disability, company paid life insurance, 401(k) with a company match and discretionary profit sharing and tuition reimbursement.