SC3 is a leading provider of high-end mission support, consulting and technology solutions to the federal government in defense, intelligence, and civil markets, and to major corporations and nonprofit organizations. SC3’s national security efforts reach across the intelligence community and Department of Defense, providing full life-cycle operational and cyber support and differentiated capabilities to meet our customer’s challenging mission.
In addition to our government services area, SC3 provides cutting-edge competitive intelligence and strategic management consulting to commercial clients. Private industry leaders from the financial, health care, manufacturing and other sectors turn to SC3 to ensure that they have access to the most relevant, current, and strategically important information – not only to grow their businesses, but also to protect them.
eeking a seasoned, dynamic and innovative individual for leadership and overall successful oversight of operations. Provide daily supervision and direction to staff responsible for phone and in-person support to users in the areas of email, directories, standard Windows desktop applications deployed to a user’s Government supplied equipment (computers, tablets, mobile devices, phones, etc.), and custom developed and COTS applications in use by end users. Hands on ability to manage customer interactions and effectively delegate tasks to accomplish the program goals. Manage the performance of Tiered services & support to clients, ensuring service levels are achieved. Guarantee customer expectations are met or exceeded. Ensure staff meet or exceed expectations for performance, defined metrics/benchmarks, and that standards and processes are followed to provide superior customer service. Ensure real time monitoring of call volumes, wait times and queue volumes meet expectations and appropriate reactions and responses to surge or lull situations take place. Develop, update and monitor processes and procedures including establishing and maintaining a knowledge base supporting staff. Communicates effectively with parties within and outside of program. Requires ability to influence others area on policies, practices and procedures.
Additional Roles and Responsibilities:
Our values are simple and straightforward. We know that competitive salaries and generous benefits are essential in our industry and SC3 strives to offer the best in both areas.
We are proud to offer:
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing as required by the customer.