Customer Service Manager

Customer Service Manager

Recognized annually as a Top Workplace in Utah consecutively since 2018, employees at BAE Systems, Inc. enjoy an exceptional work culture, employment stability, growth opportunities, and job satisfaction knowing they are helping to protect the country through the development of the most technological advancements in our nation's history. Our work culture thrives on hard work, innovation, diversity, equity, and inclusion.

Air and Space Force Solutions, a business unit within BAE Systems, has an opening at our Hill Air Force Base, Utah location for a Customer Service Manager. The selected candidate will join our Information Services team and have an important role in supporting our mission of Strategic Deterrence through continual improvement and innovation. The position will have the following duties and responsibilities:

• Leads the Help Desk team by managing schedules, assignments, and workloads
• Works closely with System Administration, Network, and Cybersecurity teams to complete project deliverables in a fast-paced environment where priorities can change quickly
• Develops and maintains metrics for status reports to management and to monitor team performance, workloads, and customer satisfaction
• Interfaces with and develops a positive relationship with government counterparts
• Uses automated tools and scripts to improve efficiency and accuracy
• Provides technical assistance and training for team members
• Performs other duties as assigned
• Supports a culture of diversity and inclusion within the team
• Performs other duties as assigned

Competitive wages

Medical

Dental

401k

Paid time off

Work/life balance

Career development

Tuition reimbursement

Mentorship opportunities

Rewards & recognition

This position requires an active final Top Secret clearance upon hire date. The applicant must also be able to maintain their security clearance for the position.

The applicant must meet DoD 8570.01-M IAM Level II or higher certification requirements within 6 months of hire date.

Pursuant to a government contract, this specific position requires U.S. citizenship.

High School Diploma and 11+ years of relevant work experience, or

BS/BA Degree (typically in Cybersecurity, Computer Science, Information Technologies, etc.) and 7+ years of relevant work experience, or

MS/MA Degree and 5+ years of relevant work experience

Previous experience working on a Help Desk in an IT environment

Proven ability to lead others, create a performance vision, and add to an established culture of collaboration and cooperation

Must possess strong interpersonal skills and ability to support a nurturing culture within the team while maintaining a high level of customer service

Must have experience with Jira software and understand the ticketing process for resolving user issues, generating metrics, and tracking workloads

Demonstrated ability to analyze and solve problems

Demonstrated ability to adapt and adjust as priorities and timelines change

Demonstrated ability to foster a culture of diversity and inclusion

Proven experience providing world-class customer service

Experience leading a team is preferred, but not required

Experience writing PowerShell scripts is preferred, but not required

Experience with Microsoft Office tools such as Excel, Word, PowerPoint, etc.

Full-Time Salary Range: $105835 - $179920

This range is based on our market pay structures. However, individual salaries are determined by a variety of factors including, but not limited to: business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.

Employee Benefits: At BAE Systems, we support our employees in all aspects of their life, including their health and financial well-being. Regular employees scheduled to work 20+ hours per week are offered: health, dental, and vision insurance; health savings accounts; a 401(k) savings plan; disability coverage; and life and accident insurance. We also have an employee assistance program, a legal plan, and other perks including discounts on things like home, auto, and pet insurance. Our leave programs include paid time off, paid holidays, as well as other types of leave, including paid parental, military, bereavement, and any applicable federal and state sick leave. Employees may participate in the company recognition program to receive monetary or non-monetary recognition awards. Other incentives may be available based on position level and/or job specifics.

BAE Systems, Inc. is the U.S. subsidiary of BAE Systems plc, an international defense, aerospace and security company which delivers a full range of products and services for air, land and naval forces, as well as advanced electronics, security, information technology solutions and customer support services. Improving the future and protecting lives is an ambitious mission, but it's what we do at BAE Systems. Working here means using your passion and ingenuity where it counts – defending national security with breakthrough technology, superior products, and intelligence solutions. As you develop the latest technology and defend national security, you will continually hone your skills on a team—making a big impact on a global scale. At BAE Systems, you'll find a rewarding career that truly makes a difference.