ManTech
Service Center Manager
ManTech, Chantilly, Virginia, United States, 22021
Become an integral part of a diverse team while working at an Industry Leading Organization, where our employees come first. At ManTech International, you’ll help protect our national security while working on innovative projects that offer opportunities for advancement.
Currently, ManTech is seeking a motivated, career and customer-oriented Service Center Manager to join our team in the Chantilly, VA area.
You will be responsible for the overall management and operation of the Service Center, ensuring efficient and timely support to end-users across the enterprise. This role emphasizes total ticket ownership, triage, troubleshooting, inventory accuracy, and ITSM support. It requires a strong technical background, coupled with exceptional leadership and customer service skills.
Responsibilities:
Oversee the daily operations of the Service Center, including incident management, service request fulfillment, and problem resolution
Manage and develop Service Desk personnel, providing training, coaching, and performance feedback
Establish and maintain Service Level Agreements (SLAs) and key performance indicators (KPIs) to measure service delivery performance
Implement and manage a robust knowledge base and standard operating procedures (SOPs) to support efficient problem resolution
Collaborate with other IT teams to ensure seamless service delivery and incident resolution
Analyze service metrics to identify trends and opportunities for improvement
Drive continuous improvement initiatives to enhance service delivery and customer satisfaction
Qualifications:
A Master Level ITIL v4 Certification
A bachelor's degree
A minimum of (7) seven years of experience managing a 24x7x365 Service Desk for a geographically dispersed user base
Demonstrated experience managing and leading customer support/service desk staff
Strong understanding of IT infrastructure hardware and software platforms
Excellent customer service and interpersonal skills
Strong analytical and problem-solving skills
Ability to lead and motivate a team
Preferred Qualifications:
A Project Management Professional (PMP) certification
Experience improving customer support processes and reducing costs
Experience managing contracts with SLAs and performance metrics
Experience implementing service desk tools and automation technologies
Clearance Requirements:
Must be a U.S. citizen
Must hold a Top-Secret clearance
Physical Requirements:
Must be able to be in a stationary position more than 50% of the time
Must be able to communicate, converse, and exchange information with peers and senior personnel
Constantly operates a computer and other office productivity machinery, such as a computer
The person in this position frequently communicates with co-workers, management, and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations
The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
Currently, ManTech is seeking a motivated, career and customer-oriented Service Center Manager to join our team in the Chantilly, VA area.
You will be responsible for the overall management and operation of the Service Center, ensuring efficient and timely support to end-users across the enterprise. This role emphasizes total ticket ownership, triage, troubleshooting, inventory accuracy, and ITSM support. It requires a strong technical background, coupled with exceptional leadership and customer service skills.
Responsibilities:
Oversee the daily operations of the Service Center, including incident management, service request fulfillment, and problem resolution
Manage and develop Service Desk personnel, providing training, coaching, and performance feedback
Establish and maintain Service Level Agreements (SLAs) and key performance indicators (KPIs) to measure service delivery performance
Implement and manage a robust knowledge base and standard operating procedures (SOPs) to support efficient problem resolution
Collaborate with other IT teams to ensure seamless service delivery and incident resolution
Analyze service metrics to identify trends and opportunities for improvement
Drive continuous improvement initiatives to enhance service delivery and customer satisfaction
Qualifications:
A Master Level ITIL v4 Certification
A bachelor's degree
A minimum of (7) seven years of experience managing a 24x7x365 Service Desk for a geographically dispersed user base
Demonstrated experience managing and leading customer support/service desk staff
Strong understanding of IT infrastructure hardware and software platforms
Excellent customer service and interpersonal skills
Strong analytical and problem-solving skills
Ability to lead and motivate a team
Preferred Qualifications:
A Project Management Professional (PMP) certification
Experience improving customer support processes and reducing costs
Experience managing contracts with SLAs and performance metrics
Experience implementing service desk tools and automation technologies
Clearance Requirements:
Must be a U.S. citizen
Must hold a Top-Secret clearance
Physical Requirements:
Must be able to be in a stationary position more than 50% of the time
Must be able to communicate, converse, and exchange information with peers and senior personnel
Constantly operates a computer and other office productivity machinery, such as a computer
The person in this position frequently communicates with co-workers, management, and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations
The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.