Customer Service Manager with Security Clearance

Requisition :CUSTO003437 Job Title:Customer Service Manager Location:Fort Meade, MD 20755 Clearance Level:Active DoD - Secret Required Certification(s): * Must have Security+ CE or be able to obtain it within 6 months.* Would prefer a candidate with a degree in a customer focus field or a PMI certificate. **Selected applicantsmay be subject to a government security investigation and must meet eligibility requirements for access to classified information. ** SUMMARYThe candidate will primarily support DISA Enterprise Privileged User Authentication Service and Enterprise Administrator Portal (FTC); secondarily will support other areas of the DISA Identity and Access Management (IDAM) program as needed. Managing regular Mission Partner inquiries and Tier 3 Help Desk tickets, the Candidate must be of a customer service mindset, be project-oriented, and be a self-starter. The candidate will ensure that all internal and Mission Partner documentation and media for contract-related programs are functional, formatted properly, and up to date. The candidate must utilize experience and judgment to plan and accomplish program and leadership goals. Reports to Agile IDAM Program Manager. DUTIES* The primary duty is to support the Mission Partner and internal users in full operation of the Enterprise Privileged User Authentication Service (EPUAS) systems on NIPR & SIPR. This is accomplished through direct support via the EPUAS Support box, troubleshooting, working groups, Help Desk Tickets as well as information sharing through the EPUAS Support site and training.* The selected candidate will additionally support our team by acquiring hands-on knowledge of the system(s) by familiarization via operation and referring to current documentation.* Handles meeting minutes, presentations, and all trackable project action items. Creates project plans and schedules for assigned projects.* System documentation and information on internal tracking applications such as inventory/software lists must be up to date and candidates must be able to coordinate with other DISA teams to assure that information stays current and is always updated on the concurrent documentation across the media.* The candidate will need to have excellent conflict resolution skills and be able to both lead as a coach and as a motivator.* Translation of Tactics, Techniques, and Procedures (TTPs), Standard Operating Procedures (SOPs), guides, and other program information into troubleshooting with a user or presentation to a working group for recommended process updates is imperative to this position.* The selected candidate will need excellent documentation skills, including the ability to create all types of media as well as maintain it, based on the customer and project needs.* Responsibilities will include planning and presentation of EPUAS instructional materials, identifying training objectives, and course content, developing training guides or other media, and evaluating training and documentation updates as needed.* The selected candidate must be able to understand the audience and write comprehensibly as well as to DISA standards. The candidate must also be able to work with existing media.* Current documentation/media include network diagrams, PowerPoint training, and training recordings, process flows, data flows, processes, procedures, RMF artifacts, DISA-specific required documents, and any other media required for successful project execution.* Provide weekly, bi-weekly, and monthly status reports, containing status and performance metrics (if applicable) for each current project both to government and Agile.* Manages day-to-day operational aspects of project and scope.* Resolves and/or escalates issues in a timely fashion. Qualifications Education and Certifications* Must have Security+ CE or be able to obtain it within 6 months.* Would prefer a candidate with a degree in a customer focus field or a PMI certificate. Background Needed and Years of Experience* Five (5) or more years of progressive Customer Service experience. Additional Skills & Qualifications Must-Have Technical Skills* Technical writing: experience with projects requiring the continual update of technical documentation to include gathering the data and completing the updates within deadlines and within preformatted media.* Knowledge of the most up-to-date training and documentation styles and mediums to be able to offer improvement suggestions and new ideas to streamline and better communicate information to the Mission Partners.* Expert with MS products, including Word, Excel, PowerPoint, and Visio* Expert with SharePoint Online; both internal and Customer Facing.* Experience and good working knowledge of One Drive* Excellent with MS Teams - which includes Creating and running Teams Meetings, sharing documents, taking notes, and collaboratively updating documents during the meeting as required. Preferred Technical Skills* Knowledge of DISA Knowledge of Risk Management Framework Non-Technical Skills* Detail-oriented, clear communications, always searching for continual improvement.* Aptitude to both comfortably train and illuminate subject matter in small and large training sessions for a wide range of technical competencies in Mission Partners and internal partners.* Collaborative attitude and highly organized mindset, all information for documentation and media are gathered from your team, co-teams, and changes made by the organization. Completion of technical data gathering and regular check-ins with multiple groups is essential.* Excellent communications skills via phone, email, and chat programs.* Excellent Customer Focus/Satisfaction skills.* Customer service skills (good phone etiquette, email response, shared/group email support queue, etc).* Excellent writing, interpersonal, and communication skills.* Must be well-organized and detail-oriented with the ability to coordinate, prioritize multiple tasks, and be adaptable to change to accomplish assignments.* Ability to work independently and with teams.* Strong understanding of and ability to demonstrate the Agile Defense Core Values: Happy, Helpful, Honest, Humble, Hungry, Hustle. Supervisory DutiesNo direct supervisory responsibilities. However, must be able to assign tasks and deadlines and follow up to ensure completeness. Working Conditions Working Conditions* It is expected that each employee spends 30% of their time at Fort Meade in meetings and discussing the schedules and other programmatic details with DISA program personnel.* All classified work will be done at a Government facility: DISA Headquarters, 6914 Cooper Avenue, Fort Meade, MD 20755. Only unclassified work will be completed at either at Agile HQ in Reston or working remotely. Strength Demands * Sedentary - 10 lbs. Maximum lifting, occasional lift/ carry of small articles.* Some occasional walking or standing may be required.* Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met. Physical Requirements * Stand or Sit* Walk* Repetitive Motion* Talk or Hear* See COVID-19 Vaccination Requirements As a federal contractor, Agile Defense is subject to any federal vaccine mandates or other customer/facility vaccination requirements. As such, to protect the health and safety of its employees and to comply with customer requirements, Agile Defense may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements. About Us! Agile Defense is an Information Technology Solutions provider committed to partnering with our customers to deliver the highest level of service to our customers. We provided Information Technology (IT) services to the U.S. Government, including several United States Civil agencies and various branches within the U.S. Department of Defense. Agile Defense has established a solid reputation of partnering with our customers to deliver innovative IT solutions with our "Listen. Think. Innovate." philosophy. At Agile Defense, we know that our employees are our most important asset. We believe in our responsibility to our fellow employees, customers, company, and to our country. We promote teamwork, integrity, and creativity; we expect our fellow employees to also live these values.

Created: 2025-11-15