Service Center Manager

GovCIO; Fairfax (VA); On-site; USD 150,000 - 199,000; Full time

Job summary

GovCIO, supporting a Department of State initiative, seeks a Service Center Manager in Fairfax, VA. The role oversees the Service Center operations, including the Service Desk, Desktop Support, incident and request management, and communications.

A 24/7/365 operation with dispersed users requires ITIL-based processes, reporting, and security clearances; travel to customer sites as needed.

Qualifications

• ITIL cert at Foundation level or higher required.
• 12+ years managing a 24/7/365 service desk for dispersed users.
• Experience implementing service center communications and reporting.
• Must have Secret clearance.

Responsibilities

• Oversee the Service Center, including the Service Desk, Desktop Support, and incident/request management.
• Ensure timely Tier 0–II desktop support and meet service levels.
• Lead knowledge base articles and SOPs for efficient operations.
• Plan and optimize customer support processes to improve satisfaction.

Education

ITIL Foundation Level Certification Version 5 or higher

Secret clearance

Bachelor's degree or commensurate experience managing a 24/7/365 Service Desk

Job description

GovCIO is currently working on a proposal with the Department of State and is looking for a Service Center Manager. This position will be located in Fairfax, VA and will require occasional travel to customer site periodically.

Responsibilities

The Service Center Manager oversees the total management of the Service Center, including the Service Desk, Desktop Support, incident and IT service request management, ticket escalation, communications, notifications, mobile services support, and management of knowledge-based articles and SOPs. The Service Center Manager is responsible for ensuring efficient and timely Tier 0, Tier I, and Tier II Desktop support, achieving service levels, and optimizing customer support processes to improve satisfaction.

Qualifications

Required Qualifications:

• ITIL Foundation Level Certification Version 5 or higher.
• 12+ years of experience and a bachelors or commensurate experience managing, maturing, and modernizing a 24/7/365 Service Desk for geographically dispersed users, with end-to-end service delivery of similar size, scope, and complexity.
• Experience implementing and managing Service Center communications and reporting, with strategic and operational planning experience.
• Secret clearance.

Desired Qualifications:

• Help Desk Institute Support Center Manager (HDI-SCM) certification.
• Experience implementing, managing, and modernizing Tier 0 services and reporting.

Posted Salary Range

USD $150,000.00 - USD $199,260.00 /Yr.