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IT Service Center Manager
Ref No.: 19-00478
Location: Washington, District of Columbia
Position Type:Contingent
Experience Level: 10 Years
Start Date: 09/20/2019
Job Req -Additional Info
Shift Work?:No
Work Schedule:TBD
Clearance Requirement:Secret Clearance
iT Service Center (ITSC)Manager
The ITSC Manager is responsible for the operation of the 24x7x365 DOS service desk/help desk.

It is required that the ITSC Manager have the experience, qualifications and certifications listed below:
  • Experience managing a high-volume service desk/contact center (with resourcesgreater than 50 per peak periods) which fields customer inquiries, creates tickets and provides first call resolution for services similar to the requirements in theRFQ.
  • Experience streamlining service desk processes and their interaction with incidentand request fulfillmentmanagement.
  • ITIL Intermediate Level Certified. Please state relatedexam/exams
It is desirable that the ITSC Manager has the following experience, qualifications and certifications:
  • Experience and introducing new contact in-take methods including baseliningand improvementefforts.
  • Experience managing a high-volume service desk/contact center (with resources greater than 50 per day) which fields customer inquiries and creates tickets for services similarto the requirements in the RFQ on a FederalTO/contract.
  • Helpdesk Institute (HDI) Certification. Please state relatedexam/exams.
  • A relevant educationaldegree.