Call Center (Tier 1) Manager
$255,000–$255,000 year
On-siteRockville, Maryland, United States
Job Summary
Oversee daily Tier 1 Service Desk operations supporting users across headquarters and regional locations, ensuring timely resolution and escalation of incidents, service requests, account management, and password support activities. Monitor Help Desk performance, call metrics, and Service Level Requirements (SLRs) to ensure contractual compliance while coordinating workforce scheduling, surge support, knowledge management, and staff development. Oversee ITSM ticket quality, documentation, and adherence to ITIL incident, request, and problem management processes, promoting continuous service improvement through customer feedback and performance analysis. Maintain Top Secret clearance and lead a team focused on service delivery excellence within a CMMI-DEV Level 4 environment.
Required Qualifications
- Bachelor's degree in Information Technology, Business, or a related field
- Minimum five (5) years managing enterprise Service Desk or Help Desk operations
- Experience supporting Federal ITSM environments and performance-based service delivery
- Knowledge of ITIL Incident, Request, Knowledge, and Problem Management processes
- Strong leadership, communication, and customer service management skills
- Security Clearance: Top Secret Clearance
Desired Qualifications
- ITIL v4 Foundation certification preferred
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