Job summary
Job post source
This job is directly from AMERICAN SYSTEMS
Job overview
The Customer Service Lead at AMERICAN SYSTEMS leads IT projects and service desk operations, ensuring positive engagement with end users and government leadership to deliver quality IT services.
Responsibilities and impact
The role involves leading service desk personnel, managing daily operations and SLAs, improving service portals, handling incident communications, advocating for customers, managing projects and risks, coordinating with stakeholders, and reporting project status.
Compensation and benefits
The salary range is $108,100 to $180,600 per year, with benefits including healthcare, paid leave, retirement plans, insurance, and education/training assistance.
Experience and skills
Candidates must have U.S. citizenship, a bachelor's degree or equivalent, 8 years IT lifecycle experience, 3 years as a service desk lead or equivalent, project management knowledge, leadership skills, and experience with tools like MS SharePoint, MS Teams, and service desk software.
Career development
The position offers opportunities to learn new skills, tools, and processes, with a commitment to continuous improvement and professional growth.
Work environment and culture
The company values pay transparency, employee welfare, and equal opportunity employment, promoting a supportive and inclusive work environment with remote work and occasional travel.
Company information
AMERICAN SYSTEMS is a company serving government and contractor customers with IT and systems integration services, emphasizing project management and customer service excellence.
Team overview
The candidate will work closely with engineers, cybersecurity specialists, systems integrators, program management, and government stakeholders in a collaborative team environment.
Job location and travel
The position allows telecommuting with travel to the Washington D.C. Metro area 2-3 times per year.
Unique job features
The role uniquely combines leadership of service desk operations with project management across multiple IT service models (IaaS, FaaS, PaaS, SaaS) in a government contracting context.
Company overview
AMERICAN SYSTEMS is a government services contractor that provides IT and engineering solutions, specializing in areas such as cybersecurity, enterprise IT, and test and evaluation. They generate revenue primarily through contracts with U.S. federal agencies, including the Department of Defense and other civilian agencies. Founded in 1975, the company has a long history of delivering mission-critical services and solutions, and it is employee-owned, which fosters a strong culture of accountability and innovation.
How to land this job
Position your resume to highlight your leadership experience in managing Service Desk teams, emphasizing your ability to oversee SLA monitoring, ticket reviews, and quality control as outlined in the job description.
Emphasize your project management skills, particularly your experience leading customer-focused IT projects involving IaaS, FaaS, PaaS, and SaaS, and your ability to collaborate with engineers, cybersecurity specialists, and government stakeholders.
Apply through multiple channels including AMERICAN SYSTEMS' corporate careers site and LinkedIn to maximize your application visibility and chances of being noticed.
Connect with current employees in the IT or Customer Service divisions at AMERICAN SYSTEMS on LinkedIn; use ice breakers like commenting on recent company projects, expressing interest in their role, or asking about their experience working on government IT projects.
Optimize your resume for ATS by incorporating keywords from the job description such as 'Service Desk Lead,' 'project management,' 'customer service,' 'incident management,' 'SLA monitoring,' 'Jira Service Management,' 'ServiceNow,' and 'MS Teams' to ensure it passes initial screenings.
Utilize Jennie Johnson's Power Apply feature to automate applying through multiple platforms, tailor your resume for ATS, and identify LinkedIn contacts to network with, allowing you to focus more effectively on preparing for interviews and other job search activities.
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