Customer Service Center Manager - Military veterans preferred
2018-12-31 SAIC (www.saic.com)
Washington District of Columbia 20024 United States
Seeking a Customer Service Center Manager to support the implementation of IT shared services for a large government agency. The Customer Service Center Manager reports to the Enterprise Operations Service Delivery Program Manager and provides management of the IT service desk. The Customer Service Center Manager is supported by the Service Center Support Lead and serves as the single point-of-contact for all issues involving service desk support.
Clearance Level Must Currently Possess: None
Clearance Level To Obtain: Other Clearance
Ability to provide daily supervision, direction, and task assignments to a multi-vendor, geographically distributed team of call center engineers performing 24/7 IT service desk functions to achieve SLAs for all service tiers (Standard Users, VIP/Premium Users, and Platinum Users).
Understanding of basic concepts related to the provision of IT customer service support through Tier I, Tier II and Tier III and associated escalation procedures.
Ability to develop staffing plans to minimize labor costs while achieving defined SLAs
Expertise in commercial service desk systems (e.g. Remedy or ServiceNow) to track and resolve all service requests.
Ability to perform supervisory functions including hiring, training, performance management, and salary administration.
Ability to update online knowledge management systems with incident analysis and resolution information.
Excellent verbal communication skills to coordinate with senior agency management and subcontractor team management.
ITIL and HDI Support Center Manager certification is required.
REQUIRED EDUCATION AND EXPERIENCE:
B.S. in IT related field is required with 14+ years experience, 10 years managing an IT service desk. Degree can be substituted with 8 additional years of experience
Experience managing service desk support for enterprises with at least 10,000 users.
Experience in providing service delivery to achieve defined SLAs.