Service Center Manager - Military veterans preferred

The purpose of this position is to manage the Service Desk for the U.S. State Department’s Consular Affairs Enterprise Infrastructure Operations (CAEIO) team.  The CAEIO team provides mission critical information technology (IT) resources to approximately 250 overseas posts including domestic Passport Agencies, Visa Processing Centers, Department of State annexes, and contractor sites. The team also supports approximately 10,000 worldwide clients including 1,200 Consular Affairs customers at locations in the Washington DC National Capitol Region.  

Program Overview:

Provide enterprise IT support to include: program management; administration support including inventory management and IT acquisitions support; operations engineering and implementation; operations and maintenance, including Service Desk support and infrastructure, applications and database support; onsite systems administration and hardware support/maintenance at domestic consular offices; enterprise operations monitoring; cyber security operations; and disaster recovery support.

Job Duties: 

The Service Center Manager shall be responsible for the total management of the Service Center, including Service Desk, Desktop Support, incident and IT service request management and tracking, ticket escalation, communications and notifications, mobile services support, and management of knowledge base articles and SOPs. The Service Center Manager shall be responsible for overseeing Service Desk personnel, and responsible for total ticket ownership (from generation through completion) of service requests within the enterprise ticket management system. The Service Center Manager shall ensure users receive efficient and timely first and second level support to ensure that service levels are achieved in line with the TO and ensure customer expectations are met or exceeded. The Service Center Manager shall be responsible for improving, optimizing, standardizing, and streamlining customer support processes that yield improvements in customer satisfaction.

Required qualifications: 

• Expert Level ITIL® Certification
• A minimum of seven years of technical experience managing a 24x7x365 Service Desk for over geographically dispersed users with end to end service delivery.
• Demonstrated experience managing and leading customer support/service desk staff
• Secret security clearance

Desired qualifications: 

• Help Desk Institute (HDI) Support Center Director certification
• Demonstrated experience with improving, optimizing, standardizing and streamlining customer support processes that yielded improvements in customer satisfaction for an enterprise wide service desk that result in cost reductions.
• Demonstrated experience managing and overseeing a contract or TO where Service Level Agreements (SLAs) and/or performance metrics were required.
• Demonstrated experience with the implementation and customization of service desk tools and automation technologies.

For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs and provide mission support services worldwide. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

Bachelor's Degree in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.