Service Center Manager

Fairfax, Virginia

Secret

Flexible for occasional remote work

IT Infrastructure & Network Engineering & Operations

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.

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.

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.

USD $ - USD $ /Yr.

At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well-being, beyond the standard company offered health benefits, including:

• Employee Assistance Program (EAP)
• Corporate Discounts
• Learning & Development platform, to include certification preparation content
• Training, Education and Certification Assistance*
• Referral Bonus Program
• Internal Mobility Program
• Pet Insurance
• Flexible Work Environment

* Available to full-time employees

Our employees’ unique talents and contributions are the driving force behind our success in supporting our customers, which ultimately fuels the success of our company. Join us and be a part of a culture that invests in its people and prioritizes continuous enhancement of the employee experience.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job‑related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an “at‑will position” and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.