Service Center Manager - ManTech : Job Details

Become an integral part of a diverse team while working at an Industry Leading Organization, where our employees come first. At ManTech International, you'll help protect our national security while working on innovative projects that offer opportunities for advancement.

Currently, ManTech is seeking a motivated, career and customer-oriented **Service Center Manager** to join our team in the Chantilly, VA area.

You will be responsible for the overall management and operation of the Service Center, ensuring efficient and timely support to end-users across the enterprise. This role emphasizes total ticket ownership, triage, troubleshooting, inventory accuracy, and ITSM support. It requires a strong technical background, coupled with exceptional leadership and customer service skills.

**Responsibilities:**

+ Oversee the daily operations of the Service Center, including incident management, service request fulfillment, and problem resolution

+ Manage and develop Service Desk personnel, providing training, coaching, and performance feedback

+ Establish and maintain Service Level Agreements (SLAs) and key performance indicators (KPIs) to measure service delivery performance

+ Implement and manage a robust knowledge base and standard operating procedures (SOPs) to support efficient problem resolution

+ Collaborate with other IT teams to ensure seamless service delivery and incident resolution

+ Analyze service metrics to identify trends and opportunities for improvement

+ Drive continuous improvement initiatives to enhance service delivery and customer satisfaction

**Qualifications:**

+ A Master Level ITIL v4 Certification

+ A bachelor's degree

+ A minimum of (7) seven years of experience managing a 24x7x365 Service Desk for a geographically dispersed user base

+ Demonstrated experience managing and leading customer support/service desk staff

+ Strong understanding of IT infrastructure hardware and software platforms

+ Excellent customer service and interpersonal skills

+ Strong analytical and problem-solving skills

+ Ability to lead and motivate a team

**Preferred Qualifications:**

+ A Project Management Professional (PMP) certification

+ Experience improving customer support processes and reducing costs

+ Experience managing contracts with SLAs and performance metrics

+ Experience implementing service desk tools and automation technologies

**Clearance Requirements:**

+ Must be a U.S. citizen

+ Must hold a Top-Secret clearance

**Physical Requirements:**

+ Must be able to be in a stationary position more than 50% of the time

+ Must be able to communicate, converse, and exchange information with peers and senior personnel

+ Constantly operates a computer and other office productivity machinery, such as a computer

+ The person in this position frequently communicates with co-workers, management, and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations

+ The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.