SSA Marine · 2 weeks ago
IT Service Center Manager
Seattle, WA
Full-time
Onsite
Mid, Senior LevelSSA Marine is seeking an IT Service Center Manager to lead a team of technical support staff in delivering high-quality support to end-users. The role involves coaching the team, resolving customer issues, and ensuring optimal performance through effective resource management and strategic planning.
LogisticsTransportationWarehousing
Responsibilities
Guide and monitor the activities of staff to ensure customer expectations and service levels are met or exceeded
Provide outstanding support to customers and end users
Ensure timely responses to incoming requests for support
Monitor compliance with incidents, problems, and change management processes
Lead Problem Management efforts for complex incidents and issues
Monitor SLAs to ensure all work is recorded properly and that issues are resolved in a timely manner
Manage the purchasing of IT related goods and services
Provide accurate and timely reporting to leadership and stakeholders
Schedule and coordinate maintenance windows
Coach direct reports on proven best practices and methods
Lead the hiring, training, and development of service center staff
Manage the performance of service center staff, including performance reviews and coaching and development opportunities
Manage customer expectations and vendor performance, cultivating advantageous partnerships
Other duties as assigned
Qualification
Required
A strong understanding of delivering support services for information technology products using standard methodologies like ITIL
Business acumen and knowledge of procurement and purchasing process
Deep knowledge of diagnostic, monitoring tools, remote desktop applications & virtual environments
Deep knowledge of Service Desk ticketing systems
Expert ability to analyze, diagnose, and provide appropriate solutions to complex technical issues
Able to create and optimize standardized processes and procedures
Expert ability to multitask in an evolving customer-centric environment and manage competing priorities
Expert ability to communicate effectively with customers, peers and leadership
Proven ability to organize, assign, direct, and review the work of a group of professional technical support personnel
Proven ability to translate complex technical information in a concise manner to various stakeholders, verbally and in writing
High degree of emotional intelligence and empathy
Expert ability to weigh the relative costs and benefits of potential actions and identify the most appropriate one
Company
SSA Marine
SSA Marine is a transportation and warehousing company located in Seattle.
Founded in 1949
5001-10000 employees
H1B Sponsorship
SSA Marine has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (1)
2023 (1)
2020 (1)
Funding
Current Stage
Late StageLeadership Team
Abigail Struxness
Vice President of Sustainability
F
Fred R. Smith
Founder
Recent News
Business Wire
2026-01-06
Company data provided by crunchbase