Deputy Customer Relations Manager

Req : 39604

Summary

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 employers 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!

The Deputy Customer Relations Manager supports the Customer Relations Manager in overseeing customer engagement, service delivery coordination, and stakeholder communication within a mission-focused government environment. This role ensures alignment between technical service delivery teams and program stakeholders, drives continuous process improvement, and promotes a high standard of customer experience across enterprise IT services supporting national security objectives.

Responsibilities

• 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.

Qualifications

• Bachelors degree
• 5+ years of Business Analyst, Product Owner, and/or Quality Assurance experience in large-scale enterprise environments
• DoD IAT Level II Certification is required
• DoD Top Secret Clearance with SCI eligibility is required

Preferred Qualifications:

• Top Secret with SCI eligibility preferred

Knowledge,

Skills and Abilities

:

• 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 and software.
• Knowledge of industry-standard Incident Ticket Tracking systems for inputting incident tickets and creating work orders.
• Excellent written and verbal communication skills and excellent customer service skills are a must.

How youll grow

At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their…