Service Center Manager

Responsibilities

• Oversight of the Service Center, including Service Desk, Desktop Support, incident and IT service request management, ticket escalation, communications, notifications, mobile services support, and management of knowledge-based articles and SOPs.
• Ensuring efficient and timely Tier 0, Tier I, and Tier II Desktop support.
• Achieving service levels and optimizing customer support processes to improve satisfaction.

Qualifications

• ITIL Foundation Level Certification Version 5 or higher.
• 12+ years of experience and a bachelor's degree or commensurate experience managing, maturing, and modernizing a 24/7/365 Service Desk for geographically dispersed users, with end-to-end service delivery of similar size, scope, and complexity.
• Experience implementing and managing Service Center communications and reporting, with strategic and operational planning experience.
• Secret clearance.

Desired Qualifications

• HDI-SCM certification.
• Experience implementing, managing, and modernizing Tier 0 services and reporting.

Benefits

Posted Salary Range: USD $150,000.00 - USD $199,260.00 /Yr.