Service Center Manager

Responsibilities

• Overseeing the total management of the Service Center, including the Service Desk, Desktop Support, incident management, and IT service request management.
• Managing ticket escalation processes, operational communications, and critical notifications for geographically dispersed users.
• Directing mobile services support and the comprehensive lifecycle management of knowledge-based articles and standard operating procedures (SOPs).
• Ensuring the delivery of efficient, timely, and high-quality Tier 0, Tier I, and Tier II Desktop support services.
• Achieving contract service levels and KPIs while optimizing customer support processes to continuously improve mission satisfaction.
• Managing, maturing, and modernizing a 24/7/365 Service Desk environment using strategic and operational planning.

Minimum Qualifications

• Must be able to obtain an ITIL Foundation Level Certification Version 5 or higher within 60 days of hire.
• 7+ years of technical experience managing, maturing, and modernizing a 24/7/365 Service Desk for geographically dispersed users.
• Demonstrated experience with end-to-end service delivery of a similar size, scope, and complexity.
• Proven experience implementing and managing Service Center communications, metrics reporting, and operational infrastructure.
• Strong background in strategic and operational planning for enterprise-level IT customer support environments.

Preferred Qualifications

• Help Desk Institute Support Center Manager (HDI-SCM) certification.
• Experience implementing, managing, and modernizing Tier 0 self-service operations and automated reporting platforms.

Clearance Requirements

Must hold a current/active Secret clearance.

Physical Requirements

Must be able to remain in a stationary position 80% of the time. The person in this position frequently communicates with co-workers, management, and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer.