Service Center Manager

Service Center Manager

The Service Center Manager is responsible for the end-to-end leadership, performance, and continuous improvement of the enterprise Service Center, including the Service Desk, Desktop Support, incident management, IT service request management, ticket escalation, communications, enterprise notifications, mobile services support, and the development and maintenance of knowledge articles and standard operating procedures (SOPs).

This role ensures efficient and timely Tier 0, Tier I, and Tier II support to a geographically dispersed user base. The Service Center Manager drives customer satisfaction, achieves defined service levels, and optimizes operational processes through effective management, modernization initiatives, and strategic planning.

Location: This position is located in the Arlington, Reston, Dulles, and Washington, DC area.

Key Responsibilities:

• Provide overall leadership, direction, and operational oversight of the Service Center, including Service Desk and Desktop Support teams.
• Manage daily operations across Tier 0, Tier I, and Tier II support to ensure timely resolution of incidents and service requests.
• Oversee and improve incident management, problem management, escalation workflows, and ticket lifecycle processes.
• Lead Service Center modernization efforts, including implementation and optimization of Tier 0/automation tools.
• Ensure compliance with service level agreements (SLAs), operational level agreements (OLAs), and performance metrics.
• Develop, maintain, and mature knowledge-based articles, SOPs, and self-service resources.
• Direct Service Center reporting, dashboards, customer communications, and enterprise notifications.
• Coordinate with cross-functional IT teams, program leadership, and stakeholders to ensure effective service delivery across a geographically dispersed user community.
• Facilitate training, coaching, and skill development for Service Center staff.
• Support strategic and operational planning efforts, including technology roadmaps, staffing models, and process improvement initiatives.
• Maintain audit-ready documentation and ensure adherence to ITIL best practices.

Required Qualifications:

• BA/BS and 8+ experience. In lieu of degree, additional experience may be required.
• Active Secret clearance.
• ITIL Foundation Level Certification Version 5 or higher.
• Minimum of 8+ years of technical experience managing, maturing, and modernizing a 24/7/365 Service Desk supporting geographically dispersed users, with end-to-end service delivery responsibilities of comparable size, scope, and complexity.
• Demonstrated experience implementing and managing Service Center communications, reporting, strategic planning, and operational planning.

Desired Qualifications:

• Help Desk Institute Support Center Manager (HDI-SCM) certification.
• Experience implementing, managing, and modernizing Tier 0 capabilities (self-service, automation, AI/virtual agent) and associated reporting.

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