Account Services Manager
Req ID:
125929
NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us.
If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
We are currently seeking a Account Services Manager to join our team in Washington, District of Columbia (US-DC), United States (US).
Position can be remote
NTT DATA, Inc.
currently seeks a highly motivated Account Services Manager to join our team at our Washington, DC location.
Responsibilities:
The Account Services Manager role is primarily responsible for overseeing the Situation, Incident, Problem, Knowledge, and Change Management workstreams in conjunction with Service Desk and Desktop Support teams, as they pertain to IT service availability, in addition to managing the human resources/personnel responsibilities of the teams.
The ASM will play an integral role in acting as a point of contact between the agency s IT Chief Information Technology Officer and Direct Hires and will maintain a positive relationship between customers, peers, and end users to ensure a high-level of customer satisfaction within contractually defined parameters.
The ASM will also be designated as the primary point of contact for all crisis and disaster-related situations for the agency and will have a finger on the pulse of all issues both impacting and potentially-impacting.
Day to Day Job Duties:
- Maintain, update, and draft all Standard Operating Procedures across designated workstreams
- Manage a team of approximately twenty personnel, provided leadership, direction, and coaching
- Act as liaison between technical teams and customers for levels of communication encompassing routine discussions to crisis technical bridges
- Identify potential outages, causes, mitigation strategies, and process improvements and perform research on technical issues to ensure they were completed utilizing the NTTData Best Practices standards
- Prepare and deliver analyses of data to executive-level customers during weekly meetings and as determined by contractual deliverables to demonstrate the status of the environment
- Conduct daily internal and customer-facing meetings to present daily high-priority issues and statuses of NTT-managed workstreams
- Calculate SLAs as they pertain to high severity incidents
- Analyze metrics such as call/email/contact volume and compare trends from previous years and months
Basic
Qualifications:
- Active Interim Secret or Active Secret Clearance
- BS/BA in Computer Science, Information Systems, Engineering, Business, Physical Science, or other technology-related
- Associates Degree in an IT related field plus 4 additional years of IT related work experience in lieu of a BS/BA
- 8 additional years of IT related work experience in lieu of a degree
- 2
years of experience leading a team in an IT environment - 2
years of experience with data analysis
Preferred
Qualifications:
- ITIL Certification
- Skilled at executive communication
About NTT DATA Services
NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services.
We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.
NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law.
Estimated Salary: $20 to $28 per hour based on qualifications.
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