Customer Service Manager

RP Professional Services is a rapidly growing Technology consulting firm headquartered in Virginia. We’re an 8a and Service-Disabled Veteran-Owned Small Business (SDVOSB) serving both federal and commercial customers. At RP, we help our clients achieve their mission by developing value driven, customized solutions that are executed by the best people. Our dedication to our employees and clients is driven by our promise to deliver Excellence, Value, and Flexibility. "People, not just Resources" is more than our motto; it's the foundation on which we are built!

 RP is seeking a Customer Service Manager to support the Department of Veterans Affairs (VA). This role is ideal for a proactive leader who can oversee customer service operations, manage support staff, and ensure a positive experience for VA end-users. The Customer Service Manager will play a key role in improving processes, resolving escalations, and maintaining service excellence.

This position is contingent upon the contract being awarded to RP Professional Services

 Responsibilities:

• Oversee day-to-day customer service operations, ensuring timely and effective resolution of user inquiries.
• Manage a team of help desk associates, providing leadership, mentorship, and performance feedback.
• Develop and implement customer service policies, procedures, and standards to improve support outcomes.
• Monitor ticketing systems to ensure issues are tracked, escalated, and resolved within established service levels.
• Conduct regular reviews of aged tickets and provide proactive updates to end-users.
• Establish customer satisfaction metrics, conduct surveys, and implement improvements based on user feedback.
• Collaborate with technical teams to address recurring issues and identify process improvements.
• Create and maintain comprehensive documentation, including user guides, FAQs, and escalation procedures.
• Train new staff on customer service best practices and the use of ticketing systems.
• Participate in disaster recovery planning, ensuring customer service continuity during high-impact events.

Requirements

• Bachelor’s degree in Business Administration, IT Management, or a related field. Equivalent experience may be considered.
• Minimum of 5 years of experience in a customer service management role or similar leadership position.
• Proven experience managing customer service teams in IT support or technical environments.
• Strong leadership, communication, and problem-solving skills.
• Must be eligible for a Public Trust Clearance

Preferred Qualifications:

• Experience supporting government or healthcare IT environments.
• Experience supporting the Department of Veterans Affairs.
• Familiarity with ITIL frameworks and customer service best practices.
• Experience using ticketing systems such as ServiceNow, Jira, or similar platforms.
• Certifications such as ITIL Foundation, HDI Support Center Manager, or equivalent.

Benefits

·       Health Benefits: Medical, Vision, Dental

·       Up to 4% retirement match with 100% vesting

·       Company paid STD and LTD

·       Company paid basic life insurance

·       Competitive PTO package

RP Professional Services, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training