Service Center Manager

Category: Service Desk / End User Services

Main location: United States, Virginia, Fairfax

Position ID:J0426-1202

Employment Type: Full Time

Position Description:

We are seeking an experienced Service Center Manager to lead and oversee a high-volume, enterprise-level IT Service Center supporting a geographically dispersed user base. This role is responsible for end-to-end service delivery across Service Desk operations, desktop support, incident management, IT service request management, ticket workflows, communication processes, and knowledge management. The ideal candidate brings strong leadership, operational excellence, and a commitment to continuous improvement in customer support services.

Your future duties and responsibilities:
• Provide overall management and leadership for the Service Center, including Service Desk, Desktop Support, incident resolution, and service request processing.
• Ensure efficient handling, ownership, and resolution of tickets from initial creation through completion within the enterprise ticketing system and associated call distribution tools.
• Oversee Service Desk personnel and ensure timely delivery of Tier 0, Tier 1, and Tier II desktop support services.
• Manage and enhance communication processes, user notifications, and customer-facing status updates.
• Maintain and improve knowledge-based articles, standard operating procedures (SOPs), and related documentation.
• Drive operational excellence by optimizing, standardizing, and modernizing support workflows to improve customer satisfaction and service performance.
• Lead continuous improvement efforts to enhance service levels, response time, and overall user experience.
• Support mobile device service operations, escalation workflows, and feedback loops for service quality.

Required qualifications to be successful in this role:
• ITIL Foundation Certification (or higher).
• At least seven years of technical and operational experience managing, maturing, or modernizing a 24x7x365 Service Desk supporting geographically dispersed users.
• Demonstrated experience overseeing end-to-end IT service delivery in environments similar in complexity and scale to large public-sector or enterprise organizations.
• Experience developing and managing Service Center communications, reporting, and operational or strategic planning.
• Ability to obtain and maintain a Secret-level security clearance (or currently holding one).

Preferred Qualifications
• Help Desk Institute Support Center Manager (HDI-SCM) certification.
• Experience implementing or maturing Tier 0 (self-service) support capabilities and related reporting dashboards.
• Proven track record in service modernization initiatives aimed at improving efficiency, automation, or user self-service.

Ideal Candidate Attributes
• Strong team leadership and mentoring skills.
• Excellent communication skills with the ability to convey technical information clearly.
• Proven ability to streamline processes and drive operational improvements.
• Customer-focused approach with a commitment to high-quality service delivery.

What you can expect from us:

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