Come serve as a member of the IMTAS team on the DIA (Defense Intelligence Agency) Customer Contact Center contract and take advantage of great growth opportunities. We are looking to deeply invest in a driven, self-reliant individuals who want to meaningfully contribute and excel in their career.

The scope of the contract is as follows:

Provide remote and on-site Support to existing IT services, implement new IT services, and transition IT services reducing on-site Support and implementing standardized processes. Provide support for a wide variety of networks, domains, and locations around the world. The scope is broken out into four general areas:

• Self-Service Tier 0 ? Provide self-help/self-service tools to enable customers to resolve IT issues without the need to contact the service desk.
• Customer Contact Center Tier 1 ? Provide continuous (24/7/365) help desk service as a single point of contact for customers with IT related issues they cannot resolve through self-service.
• On Site and remote Support Tier 2 ? Provide on-site and remote break/fix service for desktop equipment, printers, audio-visual equipment, VoIP phones, end user software, and associated IT infrastructure in support of the end user.
• IT Operations Center (ITOC) Support ? Provide continuous (24/7/365) support for the Government?s IT watch center, serving as a liaison between the Battle Captain, other IT teams, and the CCC Tier 1 and 2 teams.

We are currently looking to fill the following positions.

Program Manager:

Provides overall management support for the CCC Task Order to ensure all projects move together toward meeting established goals and objectives.

Self-Service Lead: (Tier 0)

Representative leading services associated with Tier 0 services. Works with the GPOC to address service issues and develop improvement recommendations.

Customer Contact Center Lead: (Tier 1)

Representative leading services associated with Tier 1 services. Works with the GPOC to address service issues and develop improvement recommendations.

On-site Support Lead Level 2: (Tier 2)

Representative leading services associated with Tier 2 services. Works with the GPOC to address service issues and develop improvement recommendations.

Assistant Program Manager: (Level 2)

Provides and assists the Program Manager to ensure all CCC Task Order projects move together toward meeting established goals and objectives.

Knowledge Manager: (Level 2)

Manages all aspects of Knowledge Management including documentation, Agent training, Service Transitions, Outreach, process development and maintenance, Self Help, compliance and quality reports, and team staffing.

Assistant Program Manager: (Level 3)

Provides overall management support for the CCC Task Order to ensure all projects move together toward meeting established goals and objectives.

Financial Manager: (Level 3)

Provides overall financial management support, including expenditures, projected shortfall/overages and estimates for additional services throughout the task order lifecycle.

Customer Experience Manager: (Level 3)

Ensures solutions integrate CX methodologies, overseas CX improvements, CX metrics, and CX management plans

Place of Performance: (Tier 2)

• Washington, DC
• Maryland Square, MD
• Reston, VA
• Quantico, VA
• The Pentagon, Washington, DC
• Bethesda, MD
• Arlington, VA (Crystal City)
• Fort Detrick, MD
• Baltimore-South, MD
• Fort Meade, MD
• Charlottesville, VA
• Landover, MD

*The Contractor shall employ personnel at, but not limited to, these CONUS sites*

• Doral, FL
• Tampa, FL
• Colorado Springs, CO
• Omaha, NE
• Scott AFB, IL
• Norfolk, VA
• Patrick SFB, FL

*The Contractor shall employ personnel at, but not limited to, these OCONUS sites*

• Wyton, England, United Kingdom
• Frankfurt, Germany
• Republic of Korea
• Guantanamo Bay, Cuba
• Tokyo, Japan
• Molesworth, England, United Kingdom
• Stuttgart, Germany
• Makawao, Hawaii
• Bangkok, Thailand

All positions require an active TS clearance.