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Empower AI · 16 hours ago

Service Center Manager

US-DC-Washington

Full-time

Onsite

Senior Level, Lead/Staff

8+ years exp

Empower AI is AI for government, providing federal agency leaders with tools for workforce transformation. The Service Center Manager will oversee the management of the Service Center, ensuring efficient and timely support services while optimizing customer satisfaction and service delivery processes.

Information ServicesInformation TechnologySoftware

No H1B

Security Clearance Required

Responsibilities

Responsible for the day-to-day Servicer Center for a moderately complex technical program

Responsible for the training, staffing, and operational efficiency of the Service Center staff

Responsible for the administrative/operational leadership of the Service Center within the program guidelines set by the Program Manager and DOS CA customer

Monitors project to ensure work scope, schedule, and budget are well defined and maintained

Provides the coordination between resource managers/supervisors and ensures all necessary reviews and approvals are received

May conduct performance/project analyses during phase-down to benefit future/other projects/missions/programs

Performs related duties as assigned

Qualification

ITIL 4 CertificationService Desk ManagementIT Service DeliveryTechnical ExperienceStrategic PlanningOperational PlanningHelp Desk Institute CertificationCommunication SkillsTeam Leadership

Required

A BS/BA in Information Technology or related discipline, or equivalent combination of education and experience. An additional year of experience is equivalent to a year of education

A minimum of eight (8) years of technical experience managing, maturing, and modernizing a 24x7x365 Service Desk for geographically dispersed users with end-to-end service delivery, similar in size, scope, and complexity to this task

Possesses an ITIL 4 Foundation Level Certification - (or higher)

Demonstrated experience implementing and managing Service Center communications, to include reporting, and experience with strategic and operational planning

Possesses a Secret clearance

Demonstrated experience with IT Service Delivery using an ITIL/ITSM framework similar in size, scope, and complexity to the requirements of this effort