IT Service Center (ITSC) Manager w/Secret Clearance

Responsibilities & Qualifications We are seeking an IT Service Center (ITSC) Manager for the CSES contract. The ITSC Manager is responsible for operation of the 24x7x365 DOS service desk/help desk. This role leads high-volume contact handling, ticket creation, first call resolution, customer communications, service desk staffing, and process improvements that connect the service desk with incident and request fulfillment management.

REQUIRED QUALIFICATIONS

Experience Experience managing a high-volume service desk/contact center with more than 50 resources during peak periods, fielding customer inquiries, creating tickets, and providing first call resolution for services requirements of similar size, scope, and complexity. Experience streamlining service desk processes and their interaction with incident and request fulfillment management. Certifications ITIL 4 Managing Professional certification, or current equivalent ITIL 4 role-aligned certification; related modules/exams should be bestated. Education As required by the labor category and customer requirements. Clearance As required by the contract/task order.

RESPONSIBILITIES

Manage the 24x7x365 IT Service Center/service desk operation, including staffing, scheduling, call/contact handling, ticket creation, first call resolution, escalation, and customer communications. Ensure service desk processes align with incident management, request fulfillment, knowledge management, and service level requirements. Lead service desk performance management for volume, responsiveness, resolution quality, first call resolution, customer satisfaction, and SLA/SLO attainment. Introduce and improve contact intake methods and reporting while maintaining service continuity and consistent customer experience. Coordinate with desk-side support, technical teams, knowledge management, customer engagement, and service delivery leadership. Implement process improvements that reduce avoidable contacts, streamline triage, and improve customer outcomes. Overview

WORK ENVIRONMENT

Location: DMV Environment: On Site Noise level: Low Schedule: Schedule is day shift Monday – Friday. May be requested to work evenings and weekends to meet program and contract needs Travel: Less than 10%

WORK AUTHORIZATION/SECURITY CLEARANCE

U.S. Citizenship Secret

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch; reach with hands and arms; talk and hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

OTHER INFORMATION

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice

EQUAL EMPLOYMENT OPPORTUNITY

In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, sexual orientation, gender identity, protected veteran status, national origin, disability, age, genetic information or any other characteristic protected by law (referred to as “protected status”). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment. TekSynap is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact View email address on click.appcast.io for assistance. #J-18808-Ljbffr TekSynap