Location
Sterling, VA | United States
Job description
The Service Center Manager shall be responsible for the total management of the Service Center, including Service Desk (SD), Desktop Support, incident and IT service request management and tracking, ticket escalation, communications and notifications, mobile services support, management of knowledge-based articles and SOPs. The Service Center Manager shall be responsible for overseeing SD personnel, responsible for total ticket ownership (from generation through completion) of service requests within the enterprise ticket management system, and the ACD. The Service Center Manager shall ensure users receive efficient and timely Tier 0, Tier 1 and Tier II Desktop support to ensure that service levels are achieved in line with the contract and ensure customer expectations are met or exceeded. The Service Center Manager shall be responsible for improving, optimizing, standardizing, and streamlining customer support processes that yield improvements in customer satisfaction.
GENERAL DUTIES:
- Hiring, training, coaching, and leading Service Center staff as they provide support for customers.
- Leading team meetings, educating, and coach staff regarding processes and practices, and explain expectations to employees.
- Assisting other management team members in identifying trends and establishing Service Center goals.
- Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
- Preparing reports and analyzing Service Center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
- Taking on other tasks or projects to support employees, client, other managers, and Service Center operations.
- Please note that this position takes 1st shift
REQUIRED QUALIFICATIONS:
- BS degree and 12-15 years experience or MS degree and 10-13 years experience or high school diploma/equivalent and minimum 16 years experience
- Minimum 7 years of experience with at least 3 years in a supervisory capacity.
- Must have experience leading daily operations within a Service Center 24/7 environment
- ITIL Foundation Level Certification – (or higher)
- Minimum of seven years of technical experience managing, maturing, and modernizing a 24x7x365 Service Desk for geographically dispersed users with end-to-end service delivery in a complex, global enterprise level IT environment
- Demonstrated experience implementing and managing Service Center communications, to include reporting, and experience with strategic and operational planning
- Must have experience with stakeholder management in a challenging, dynamic environment.
DESIRED QUALIFICATIONS:
- ServiceNow experience
- Possesses a current Help Desk Institute Support Center Manager (HDI-SCM) certification.
- Demonstrated experience implementing, managing, and modernizing successful Tier 0 services and reporting.
CLEARANCE:
Job tags
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