Enterprise Service Center Manager

Prana Comunicación; Huntsville (AL); On-site; USD 60,000 - 80,000; Full time

Job summary

Join a forward-thinking technology solutions team dedicated to delivering innovative outcomes through collaboration and emerging technologies. As the IT Enterprise Service Center Manager, you will lead a talented group focused on optimizing IT service delivery and enhancing end-user experiences. This role offers the opportunity to implement best practices, mentor team members, and drive improvements in service desk performance. If you are passionate about technology and committed to excellence, this is the perfect opportunity to make a significant impact in a dynamic environment.

Qualifications

• 10+ years of related work experience in IT support.
• Familiarity with ITIL methodology and service desk performance analysis.

Responsibilities

• Oversee daily Service Desk operations for Tier 1/Tier 2 Support.
• Manage IT support staff and optimize IT systems and processes.

Skills

Problem Solving

Self-directed

Technical Support

Customer Interaction

Education

BS/BA in related field

Tools

Atlassian JIRA Service Desk

ServiceNow

Job description

Huntsville, AL

IPTA's Technology Solutions Team is passionate about providing our customers with technical solutions that satisfy their business needs. Through collaborative interactions with customers, team members, subject matter experts (SMEs), technical leaders, and partners, we design practical solutions that solve real problems for major government and business organizations. As a member of our Technology Solutions group, you will work with a team of technologists focused on delivering innovative business solutions using emerging technologies through proven successful methods.

Our Team

We are looking for talented people who are enthusiastic about applying technology to deliver innovative outcomes with "fierce determination, fearless integrity, and passionate service." Our belief is that our people are the key to success. By encouraging and enabling continued learning, our team members grow to achieve their personal career goals. We are looking for:

• Smart people with a passion for technology
• Ability to solve challenging business problems
• Self-directed professionals
• Hunger to continually learn and grow

IPT is looking for great talented people to support the work at the Army Aviation and Missile Center (AvMC). AvMC is the Army's focal point for providing research, development, and engineering technology and services for aviation and missile platforms across the life cycle. AvMC's mission is to "deliver collaborative and innovative aviation and missile capabilities for responsive and cost-effective research, development, and lifecycle engineering solutions" to equip the Warfighter with the best technology today and tomorrow.

Position Summary

The IT Enterprise Service Center Manager oversees the daily Service Desk operations for Tier 1 / Tier 2 Support and ensures efficient and effective resolution of technical issues across the organization. This role will manage IT support staff, implement best practices for service delivery, and collaborate with other departments to optimize IT systems and processes. The selected candidate will be responsible for managing the helpdesk operations, mentoring team members, and ensuring that end-user systems are optimized for performance and reliability.

Responsibilities

• Provide Service Center management services including planning, staffing, scheduling, and controlling activities involved with IT service delivery
• Manage and coordinate customer interactions across multiple communication channels and business lines
• Support an Information Technology Infrastructure Library (ITIL) based methodology for collecting, managing, and resolving issues and/or IT service requests submitted by AvMC personnel
• Establish and maintain an online electronic library of self-help instructional material for end users as well as internal operating procedures
• Maintain a knowledge base for use by end user support technicians to quickly and consistently respond to known issues
• Experience implementing methodologies to improve first call resolution, managing customer perceptions, and building strong internal relationships
• Experience implementing processes and procedures to meet established Service Level Agreements (SLAs)
• Demonstrated experience analyzing service desk performance through various statistical and reporting methods
• Demonstrated experience enhancing the image of the service desk as a front-end support group that advances the IT vision and strategy

Requirements

• BS/BA in related field
• 10 plus years of related work experience
• Familiarity with Atlassian JIRA Service Desk platform
• Familiarity with ServiceNow platform
• DoD 8570 Level II/III certification
• US Security Clearance required

IPTA is an Equal Opportunity/Affirmative Action employer. We are committed to providing equal employment opportunity to all qualified employees and applicants for employment. The Company does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, sexual orientation, national origin, age, physical disability, mental disability, medical condition, status as a veteran or disabled veteran or any other characteristic protected by law. We base all employment decisions on the principles of equal employment opportunity. Our employees have diverse backgrounds, skills, and ideas that collectively contribute to a rich working environment and greater opportunity for innovation.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Information Technology

Industries: Advertising Services