Security-Cleared Contact Center Manager

Titan Technologies; Rockville (MD); On-site; USD 120,000 - 160,000; Full time

Job summary

Titan Technologies, LLC seeks a Contact Center Manager to lead the day-to-day operations of a 24x7x365 Service Desk and Contact Center across a large statewide managed IT services engagement. The CCM will drive performance, ITIL-based improvements, CCaaS platform optimization, and customer satisfaction while building a high-performing team in a complex environment.

The role requires extensive leadership, deep knowledge of contact center technologies, and strong communication skills to coordinate

Qualifications

• 5+ years of experience in a Service Desk, Contact Center, or customer support environment.
• 2+ years of experience leading or managing Service Desk, Contact Center, or customer support teams.
• Experience managing 24x7x365 operational environments.
• Working knowledge of ITIL-based service management practices, including incident management, problem management, request fulfillment, and continuous improvement.
• Experience managing cloud-based CCaaS platforms and contact center technologies.
• Experience administering quality assurance programs, performance monitoring processes, and customer satisfaction initiatives.
• Proficiency with ServiceNow or comparable IT service management platforms.
• Strong analytical, organizational, and problem-solving skills.
• Excellent written and verbal communication skills with the ability to present operational information to leadership and client stakeholders.
• Ability to pass a Level 2 background investigation.

Responsibilities

• Direct day-to-day operations of a 24x7x365 Service Desk and Contact Center environment.
• Manage workforce scheduling, staffing coverage, workload distribution, and escalation processes to maintain uninterrupted support services.
• Ensure Service Desk personnel adhere to established operational procedures, customer interaction standards, documentation requirements, and service management processes.
• Monitor service demand and adjust staffing, workflows, and operational priorities to address changing business needs and customer requirements.
• Coordinate operational communications with client stakeholders regarding service performance, planned activities, staffing updates, operational risks, and improvement initiatives.
• Support operational readiness during peak demand periods, emergency events, and business continuity situations.
• Oversee the operational administration and optimization of the CCaaS platform and associated technologies.
• Collaborate with technical teams and client stakeholders to enhance workflows, automation, reporting capabilities, and customer engagement processes.
• Ensure accurate integration and utilization of ServiceNow and other supporting service management platforms.
• Coordinate planned system changes, maintenance activities, and platform enhancements while minimizing operational impact.
• Support compliance with applicable security, data protection, and technology governance requirements.

Skills

ITIL-based service management

CCaaS platforms

Contact center technologies

ServiceNow

Leadership

Communication skills

Analytical skills

Education

Associate’s or Bachelor’s degree in IT/Business/Management

Job description

Titan Technologies, LLC seeks a Contact Center Manager to lead the day-to-day operations of a 24x7x365 Service Desk and Contact Center across a large statewide managed IT services engagement. The CCM will drive performance, ITIL-based improvements, CCaaS platform optimization, and customer satisfaction while building a high-performing team in a complex environment.

The role requires extensive leadership, deep knowledge of contact center technologies, and strong communication skills to coordinate