Senior Govt IT Service Center Manager

Talentify; Washington (District of Columbia); On-site; USD 116,000 - 180,000; Full time

Job summary

Empower AI is seeking a Service Center Manager to lead the Service Desk, Desktop Support, and incident management for a government-focused IT program. You will own end-to-end service delivery across 24/7 operations for a large user base and coordinate with DOS CA customers to ensure timely resolution and high satisfaction.

The role requires ITIL certification, extensive experience managing enterprise service desks, and a valid security clearance, with travel to client sites as needed.

Qualifications

• ITIL Foundation Level Certification Version 5 or higher.
• At least seven years of technical experience managing a 24/7/365 Service Desk.
• Secret clearance.

Responsibilities

• Oversee day-to-day Service Center operations for a moderately complex program.
• Lead training, staffing, and operational efficiency of the Service Center staff.
• Provide admin/operational leadership within program guidelines.
• Monitor project scope, schedule, and budget.
• Coordinate with resource managers and obtain necessary approvals.
• Conduct analyses to benefit future projects.
• Perform related duties as assigned.

Skills

ITIL Foundation

Service desk management

Secret clearance

Job description

Empower AI is seeking a Service Center Manager to lead the Service Desk, Desktop Support, and incident management for a government-focused IT program. You will own end-to-end service delivery across 24/7 operations for a large user base and coordinate with DOS CA customers to ensure timely resolution and high satisfaction.

The role requires ITIL certification, extensive experience managing enterprise service desks, and a valid security clearance, with travel to client sites as needed.