Customer Service Lead

NuAxis is an IT Services firm providing innovative solutions to the U.S. Federal Government using state of the art technologies, architectures, and life cycle management. We are a Certified Microsoft Partner with extensive Microsoft technologies experience. Our services portfolio includes Project Management, Application Development, Infrastructure Management, and Security Management.

Grow with us! As a small business, every NuAxis Innovations employee impacts the growth, success, and direction of this company. We all share a true passion for technology and enjoy working together to develop solutions, share ideas, and exchange knowledge. At NuAxis Innovations, we celebrate diversity and the unique perspective each team member brings to his/her job, team, and community. We are currently seeking a talented and motivated Customer Service Lead.

* Service level performance, document and report on service level performance, and recommend service level improvement plans * Develop, document, and/or update (where existing) service level monitoring and reporting procedures that meet department requirements and adhere to defined department policies * Provide both ad hoc and new service level reports as well as service level analytics capability * Measure, analyze, and provide management reports on performance relative to SLAs * Shall implement SLA improvement plans * Shall perform comprehensive change management including receiving, documenting, and classifying RFCs; facilitating change management meetings; and implementing, monitoring, and reports on changes to system components * Uses Government-furnished service catalog and ordering system which tracks the receipt of Customer orders for products or services * Provide confirmation of each order, deliver the services and goods to customers as required, and provide monthly reports to government management * Develop monthly workload reports; the agency requires that all work or materials provided by the Contractor to government customers be verified prior to monthly billing to customers * Collaborate with the appropriate government personnel to ensure production of reports and internal delivery processes are in compliance with the department objectives * Track expenditures related to services for which the Contractor has operational responsibility, and perform analysis of expenditures including, but not limited to, trends in recurring costs and sufficiency of funds in order to drive down costs * Perform routine and ad hoc analysis as required by government personnel to ensure accurate and timely workload data is provided to the respective customers * Support the government personnel to include, but not be limited to, creation and maintenance of service catalog, product items and all order forms, processing customer orders, processing monthly customer workload for billing

* 5+ years of experience performing similar duties in a management position * In-depth knowledge of Customer Service and SLA’s * Demonstrated experience over seeing a large customer service focused team delivering superior customer service, performing at high levels of customer satisfaction * Proven experience with Service Level Agreements and creating improvement plans ensuring contract is performing at optimum levels