Service Center Manager - 24/7 IT Support (Secret)

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, 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.