Job Title: IT Customer Experience Manager

Overview
Capstone is seeking an experienced Customer Experience Manager to lead our team in delivering world-class IT support to OPNAV end users. The Customer Experience Manager will oversee all Tier 1 and Tier 2 service delivery.

This position is located 100% on-site at The Pentagon in Arlington, VA.

Responsibilities
Represents the OPNAV CIO Contract Technical Representatives (CTR) functioning as Deputy CTR providing communications for Capstone and Government ACTRs. Maintains work schedule and work assignments, backup coverage and PTO plans, and contact information for the ACTR and Help Desk teams. Provides daily and weekly status reporting to the Government CTR. Conducts training for all Capstone, Military, and Civilian ACTRs Collects and tracks security certification and provides reporting to ISSO for all OPNAV CIO ACTRs. Functions as a liaison with higher level Commands on NMCI-related issues. Develops, interprets, plans, and applies policy, process, procedure and strategy in the delivery of multi discipline IT services required to achieve data and system integration/interoperability supporting OPNAV. Recommends initial and modified contract task orders to accommodate site IT readiness. Provides first level technical support for ACTRs in various locations needing assistance. Produces documents, presentations, reports, and other deliverables to address the client's needs. Assists in the set-up, management, and basic troubleshooting of OPNAV assets. Leads the OPNAV Help Desk team in effectively responding to and resolving end user application issues. Conducts in-processing for new personnel to include: Providing a government approved brief on their security responsibilities to OPNAV Staff; Determining and ordering NGEN/NMCI service requirements for new personnel; Transferring existing or create new NGEN/NMCI user accounts; Ensuring user System Authorization Access Request-Navy (SAAR-N) forms are completed and routed to the Command Information Assurance Manager (IAM). Supporting the Command Security Manager and the Information Assurance Manager (IAM), as necessary. Activities include creation of SIPRNET Tokens; contractor performing activities will be liable for any loss associated with any violation of the Certificate Policy (CP) or the DOD Registration Packet Statement (RPS); Assisting personnel with the use, management, set-up and instruction of the use of Government Furnished wireless, mobile and telework devices. Manages all Capstone ACTR and Help Desk staff: Reviews resumes. Manages schedules. Works with Program Manager to develop career paths for employees. Works directly with the TPOC/CTR government lead to resolve any client issues

Basic Qualifications
Minimum education and experience:
High school diploma and ten (10) years of experience in Navy related IT initiatives; OR Bachelor's degree and five (5) years of experience in an IT related field. Minimum three (3) years of supervisory experience.
Minimum qualifications:
Working knowledge of Department of Navy IT systems, NMCI, and NGEN. Excellent communication skills allowing for effective IT communication across multiple working groups. Experience leading teams dedicated to IT customer support. Experience providing Tier 1 and Tier 2 support to customers.Minimum certification:
IAT Level 2 certification (e.g. Security+ CE).
Clearance:
Secret clearance

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EEO statement
EOE minority/female/disability/veteran

Preferred Qualifications (Text Only)
- Bachelor's degree in a technical discipline.