hackajob is collaborating with MANTECH to connect them with exceptional professionals for this role.
MANTECH seeks a motivated, career and customer-oriented Service Center Manager to join our team in Herndon, VA.
Responsibilities include but are not limited to:
Overseeing the total management of the Service Center, including the Service Desk, Desktop Support, incident management, and IT service request management.
Managing ticket escalation processes, operational communications, and critical notifications for geographically dispersed users.
Directing mobile services support and the comprehensive lifecycle management of knowledge-based articles and standard operating procedures (SOPs).
Ensuring the delivery of efficient, timely, and high-quality Tier 0, Tier I, and Tier II Desktop support services.
Achieving contract service levels and KPIs while optimizing customer support processes to continuously improve mission satisfaction.
Managing, maturing, and modernizing a 24/7/365 Service Desk environment using strategic and operational planning.
Minimum Qualifications:
Must be able to obtain an ITIL Foundation Level Certification Version 5 or higher within 60 days of hire.
7+ years of technical experience managing, maturing, and modernizing a 24/7/365 Service Desk for geographically dispersed users.
Demonstrated experience with end-to-end service delivery of a similar size, scope, and complexity.
Proven experience implementing and managing Service Center communications, metrics reporting, and operational infrastructure.
Strong background in strategic and operational planning for enterprise-level IT customer support environments.
Preferred Qualifications:
Help Desk Institute Support Center Manager (HDI-SCM) certification.
Experience implementing, managing, and modernizing Tier 0 self-service operations and automated reporting platforms.
Clearance Requirements:
Must hold a current/active Secret clearance.
Physical Requirements:
Must be able to remain in a stationary position 80% of the time.
The person in this position frequently communicates with co-workers, management, and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations.
Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer.
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