GovCIO

1 month ago

Service Center Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Oversee end-to-end operations of a 24/7/365 service center, including Service Desk and Desktop Support. Manage incident and IT service request workflows, ticket escalation, and service communications to ensure effective Tier 0, Tier I, and Tier II desktop support. Lead knowledge article and SOP management, optimize support processes for service levels and customer satisfaction, and support occasional travel to customer sites.

Location: United States

Workplace: Hybrid

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Manager level

Key Responsibilities

•Oversee total management of the service center, including Service Desk and Desktop Support.
•Manage incident and IT service request management and ensure effective ticket escalation.
•Handle service center communications and notifications, including mobile services support.
•Manage knowledge-based articles and SOPs for the service center.
•Ensure efficient and timely Tier 0, Tier I, and Tier II desktop support, meeting service levels and improving satisfaction.

Travel: Low travel

Pay and Benefits

Salary: USD 150,000 - 199,260 annually

Key Requirements

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

Experience:12+ years

Education:Bachelor's

Certifications:ITIL Foundation Level Certification Version 5 or higherHelp Desk Institute Support Center Manager (HDI-SCM) certification

Languages:En-us

Tech Stack:ITILSOPsService DeskDesktop SupportIncident managementIT service request managementTicket escalation

Eligibility

Security Clearance:Secret

Company Brief

GovCIO

Provides IT modernization, cloud, cybersecurity, data analytics, and managed services to U.S. federal civilian and defense agencies, delivering technology solutions and mission support to improve government operations and security.

Industry: Professional Services

Growth: Established Company

Headquarters: Herndon, United States

Website LinkedIn

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GovCIO

1 month ago

Service Center Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Hybrid

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Manager level

Key Responsibilities

•Oversee total management of the service center, including Service Desk and Desktop Support.
•Manage incident and IT service request management and ensure effective ticket escalation.
•Handle service center communications and notifications, including mobile services support.
•Manage knowledge-based articles and SOPs for the service center.
•Ensure efficient and timely Tier 0, Tier I, and Tier II desktop support, meeting service levels and improving satisfaction.

Travel: Low travel

Pay and Benefits

Salary: USD 150,000 - 199,260 annually

Key Requirements

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

Experience:12+ years

Education:Bachelor's

Certifications:ITIL Foundation Level Certification Version 5 or higherHelp Desk Institute Support Center Manager (HDI-SCM) certification

Languages:En-us

Tech Stack:ITILSOPsService DeskDesktop SupportIncident managementIT service request managementTicket escalation

Eligibility

Security Clearance:Secret

Company Brief

GovCIO

Industry: Professional Services

Growth: Established Company

Headquarters: Herndon, United States

Website LinkedIn