Service Center Manager

Evoke Consulting is a Federal Management Consulting firm specializing in strategic business and technology services areas across the federal market. We provide solutions to agencies and entities including Veterans Affairs, Department of Energy, Department of Agriculture, Department of Defense, and more. We defy the standard employee experience in government contracting with a commitment to providing a wide range of opportunities for our employees to grow professionally and socially by investing more than our competition in training our team and rewarding high performance. Evokers are hard-working, team-oriented, and come from diverse backgrounds and experience levels. We value our employees' ideas and act on suggestions for change and development as a firm.

Evoke is seeking a Service Center Manager to join our team!

Responsibilities:

• Team Leadership: Lead, mentor, and develop a team of Service Desk, Help Desk, and Hardware professionals. Provide guidance, training, and support to ensure the team's success.
• Escalation Point: Act as the primary point of escalation for complex technical issues, difficult end-user interactions, and challenging ticket resolutions. Resolve or facilitate the resolution of escalated issues.
• Service Desk Management: Oversee the Service Desk operations, ensuring that IT service requests and incidents are handled promptly, professionally, and in accordance with established service level agreements (SLAs).
• End-User Support: Collaborate with your team to deliver exceptional end-user support, addressing technical inquiries, troubleshooting hardware and software problems, and providing guidance on IT best practices.
• Ticket Management: Manage the ticketing system, monitor ticket queues, and prioritize tasks to ensure timely ticket resolution. Analyze ticket data to identify trends and areas for improvement.
• Performance Metrics: Establish and track performance metrics and KPIs for the Service Desk and Desktop Support teams. Continuously improve service quality and efficiency.
• Process Improvement: Identify opportunities for process improvement and optimization within the service center. Implement best practices to enhance service delivery.
• User Training: Develop and deliver training programs for end-users to promote IT literacy, self-help capabilities, and adherence to IT policies and procedures.
• Vendor Management: Interface with IT service vendors and suppliers, ensuring that service level agreements are met, and issues are resolved promptly.
• Resource Planning: Plan and manage staffing levels, including workforce allocation, scheduling, and resource allocation to meet operational demands.

Professional Experience and Skills:

• Strong knowledge of ITIL (Information Technology Infrastructure Library) principles and IT service management best practices.
• Excellent problem-solving skills and the ability to make informed decisions under pressure.
• Strong communication and interpersonal skills, with the ability to interact effectively with diverse stakeholders.
• Proficiency in IT service management software and ticketing systems.

Education and Years of Experience:

• 8+ years of end user support and information technology experience
• 5+ years of leadership experience
• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• IT certifications such as ITIL, CompTIA A+, CompTIA Network+, or relevant certifications are highly desirable.

Security Clearance

• Applicants selected must be eligible to work in the United States, be subject to a government security investigation, and meet eligibility requirements for access to protected information.

Work Location

• Washington, DC (100% on-site)

Benefits Offered:

• This position is paid a base salary based on job family, experience and skill level.
• Health benefits include medical, prescription, dental, and vision plans.
• Company paid Life Insurance coverage, Short-term and Long-term Disability coverage.
• Health Savings Account or Flexible spending accounts.
• 401(k) with discretionary company match.
• Paid time off (PTO) program and eleven (11) paid holidays.
• Additional time off benefits include parental leave, bereavement leave, volunteer hours.
• And more

Evoke is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, citizenship, national origin, ancestry sexual oriented, gender identity, age, religion, creed, physical or mental disability, marital status, veteran status, political affiliation, or any additional factors protected by local, state, or federal l