Customer Service Support Manager

Customer Service Support ManagerVista Defense Technologies, LLC (VDT), a government contracting and consulting firm supporting several military installations and federal agencies across the nation, 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.Additional ResponsibilitiesProvide 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 milestonesCoordinate and assist warehouse personnel and off-site techniciansMaintain accurate records and SOP'sEnsure scheduling and assigning work ordersDirect 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 TechniciansMaintains inventory for spare parts, computers, and peripheral equipmentOversee the daily operations of the technical service teamAssist with coordination efforts, as needed, with other department teamsAdditional RequirementsExperience with Windows 11 and Active Directory StructureCapable of adding and removing computers via SCCMMandatory requirements: Ability to obtain/attain a T3 secret clearanceCurrent CompTIA Security+ certificationVDT 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