Service Center Manager
$70,800–$148,600 year
On-siteArlington, Virginia, United States
Job Summary
Provide strategic leadership for Service Center functions including Service Desk, Desktop Support, and Tier 0-II teams to ensure 24/7/365 availability for geographically dispersed users. Oversee incident management, service request fulfillment, and ticket escalation while developing SLAs, OLAs, and KPIs. Monitor service metrics to drive operational excellence and lead workforce management through scheduling and capacity planning. Recruit, train, and mentor staff while implementing ITIL-aligned processes and modernizing Tier 0 self-service capabilities. Prepare performance reports for government leadership and ensure compliance with security protocols and regulations.
Required Qualifications
- ITIL Foundation Level Certification Version 5 or higher
- Minimum of seven years of technical 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
- Demonstrated experience implementing and managing Service Center communications and reporting, with strategic and operational planning capabilities
- Proven track record leading Tier 0, Tier I, and Tier II support teams in high-volume, enterprise environments
- Active Secret clearance
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