Serves as the Customer Service point of contact for IT services within the organization and with external customers or vendors. Primary responsibilities include: Customer account management, customer relationship management, and customer service management; working closely with Customers to gather and translate IT requirements into Service Level Agreements (SLAs) for IT products and services; managing SLAs to ensure they are kept current as requirements change; creating support requests tied to those SLAs; monitoring and approving reports and invoices related to the SLAs being managed, and reconciling billing statements with internal reporting systems to ensure accuracy of bills; and working with Contracting Officer’s Technical Representatives (COTRs) to manage day-to-day resolution of customer comments, concerns, and/or questions, and providing technical guidance and direction, as needed.
Requires a minimum of three (3) years of customer account management or customer relationship management experience. Relevant certifications will be considered equivalent to three (3) months of specialized experience.
Basic knowledge of Project Management concepts and principles
Security Clearance Statement:
Applicants selected for this position will be subject to a government security investigation and must meet eligibility requirements for access to classified information. For this position, LMI will only consider applicants with current security clearances. Please note that only U.S. Citizens are eligible for a security clearance