Service Center Manager

The Service Center Manager (SCM) shall be responsible for the total management of the Service Center, including the Service Desk (SD), Desktop Support, incident and IT service request management and tracking, ticket escalation, communications and notifications, mobile services support, management of knowledge-based articles and SOPs. The SCM shall ensure users receive efficient and timely Tier 0, Tier 1 and Tier II Desktop support to ensure that service levels are achieved in line with the TO and ensure customer expectations are met or exceeded.

Requirements

• A BS/BA in Information Technology or related discipline, or equivalent combination of education and experience
• A minimum of eight (8) years of technical experience managing, maturing, and modernizing a 24x7x365 Service Desk for geographically dispersed users with end-to-end service delivery, similar in size, scope, and complexity to this task
• Possesses an ITIL 4 Foundation Level Certification - (or higher)
• Possesses a Secret clearance

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan