Job Description
**Description**
The Service Center Manager is responsible for the end‑to‑end leadership, performance, and continuous improvement of the enterprise Service Center, including the Service Desk, Desktop Support, incident management, IT service request management, ticket escalation, communications, enterprise notifications, mobile services support, and the development and maintenance of knowledge articles and standard operating procedures (SOPs).
This role ensures efficient and timely Tier 0, Tier I, and Tier II support to a geographically dispersed user base. The Service Center Manager drives customer satisfaction, achieves defined service levels, and optimizes operational processes through effective management, modernization initiatives, and strategic planning.
**Location:** This position is located in the Arlington, Reston, Dulles, and Washington, DC area.
**Key Responsibilities:**
+ Provide overall leadership, direction, and operational over...
The Service Center Manager is responsible for the end‑to‑end leadership, performance, and continuous improvement of the enterprise Service Center, including the Service Desk, Desktop Support, incident management, IT service request management, ticket escalation, communications, enterprise notifications, mobile services support, and the development and maintenance of knowledge articles and standard operating procedures (SOPs).
This role ensures efficient and timely Tier 0, Tier I, and Tier II support to a geographically dispersed user base. The Service Center Manager drives customer satisfaction, achieves defined service levels, and optimizes operational processes through effective management, modernization initiatives, and strategic planning.
**Location:** This position is located in the Arlington, Reston, Dulles, and Washington, DC area.
**Key Responsibilities:**
+ Provide overall leadership, direction, and operational over...