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Service Center Manager

• Posted 30+ days ago • Updated 8 hours ago

Full Time

USD $150,000.00 - 199,260.00 per year

GovCIO

Fitment

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Job Details

Skills

Proposal Writing
Change Request Management
Remote Support
Customer Support
ITIL
Service Desk
Service Delivery
Security Clearance
Help Desk
Supply Chain Management
Management
Reporting

Summary

GovCIO is currently working on a proposal with the Department of State and is looking for a Service Center Manager. This position will be located in Fairfax, VA and will require occasional travel to customer site periodically.

Responsibilities

The Service Center Manager oversees the total management of the Service Center, including the 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. The Service Center Manager is responsible for 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

Required Qualifications:

ITIL Foundation Level Certification Version 5 or higher.
12+ years of experience and a bachelors 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:

Help Desk Institute Support Center Manager (HDI-SCM) certification.
Experience implementing, managing, and modernizing Tier 0 services and reporting.

Posted Salary Range

USD $150,000.00 - USD $199,260.00 /Yr.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10443217
Position Id: 8297
Posted 30+ days ago

Company Info

About GovCIO

GovCIO is a rapidly growing provider of advanced technology solutions and digital services for the federal government. Combining our extensive federal experience with the latest innovations in IT and disruptive approaches, our experts develop comprehensive solutions to meet the most pressing demands of today’s government agencies. From the U.S. military to Health and Human Services, we have an impressive track record of helping our customers optimize how they operate.

We’re transforming government IT, empowering our federal customers to meet the challenges of today while building the government of tomorrow.

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