Service Center Manager

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.

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.

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.
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Desired Qualifications:

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