Service Center Manager
Empower AIa day ago
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OnsiteFull-timeSenior
Summary
Empower AI is seeking a Service Center Manager to oversee the management of their Service Center in Washington, DC. The role involves ensuring efficient service delivery and customer satisfaction for IT support services.
About the Role
As a Service Center Manager, you will be responsible for the total management of the Service Center, including overseeing the Service Desk, Desktop Support, incident management, and ticket escalation. You will ensure that users receive timely support and improve customer support processes. This position supports mission-critical IT systems for the Department of State, serving 10,000 users across various locations.
About You
Required:
- A BS/BA in Information Technology or related discipline, or equivalent combination of education and experience.
- A minimum of eight (8) years of technical experience managing a 24x7x365 Service Desk.
- Possesses an ITIL 4 Foundation Level Certification or higher.
- Demonstrated experience with IT Service Delivery using an ITIL/ITSM framework.
- Possesses a Secret clearance.
Preferred:
- Possesses a current Help Desk Institute Support Center Manager (HDI-SCM) certification.
- Demonstrated experience implementing and managing successful Tier 0 services.
Empower AI
Empower AI helps federal agency leaders elevate their workforce productivity. We leverage deep technical expertise and decades of experience solving complex challenges in Civilian and Defense missions to ensure America’s missions are met. Our solutions give government leaders a direct path to meaningful transformation, equipping them with the insights and tools necessary to make critical decisions faster and move their missions forward.
Washington, DC