Service Center Manager

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai.

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company's commitment to hiring and supporting active-duty and veteran employees.

Overview:

The Service Center Manager (SCM) shall be responsible for the total management of the Service Center, including the Service Desk (SD), Desktop Support, incident and IT service request management and tracking, ticket escalation, communications and notifications, mobile services support, management of knowledge-based articles and SOPs. The SCM shall be responsible for overseeing SD personnel, responsible for total ticket ownership (from generation through completion) of service requests within the enterprise ticket management system, and the ACD. The SCM shall ensure users receive efficient and timely Tier 0, Tier 1 and Tier II Desktop support to ensure that service levels are achieved in line with the TO and ensure customer expectations are met or exceeded. The SCM shall be responsible for improving, optimizing, standardizing, and streamlining customer support processes that yield improvements in customer satisfaction

This effort provides Operations and Maintenance (O&M) of mission-critical IT systems for the Department of State, Consular Affairs (CA), supporting 10,000 users across 230 overseas posts, 29 domestic passport agencies, and multiple data centers.

Responsibilities:

Responsible for the day-to-day Servicer Center for a moderately complex technical program
• Responsible for the training, staffing, and operational efficiency of the Service Center staff.
• Responsible for the administrative/operational leadership of the Service Center within the program guidelines set by the Program Manager and DOS CA customer.
• Monitors project to ensure work scope, schedule, and budget are well defined and maintained
• Provides the coordination between resource managers/supervisors and ensures all necessary reviews and approvals are received
• May conduct performance/project analyses during phase-down to benefit future/other projects/missions/programs
• Performs related duties as assigned

Requirements:

• A BS/BA in Information Technology or related discipline, or equivalent combination of education and experience. An additional year of experience is equivalent to a year of education.
• A minimum of eight (8) years of technical experience managing, maturing, and modernizing a 24x7x365 Service Desk for geographically dispersed users with end-to-end service delivery, similar in size, scope, and complexity to this task.
• Possesses an ITIL 4 Foundation Level Certification - (or higher).
• Demonstrated experience implementing and managing Service Center communications, to include reporting, and experience with strategic and operational planning.
• Possesses a Secret clearance
• Demonstrated experience with IT Service Delivery using an ITIL/ITSM framework similar in size, scope, and complexity to the requirements of this effort.

Preferred:

• Possesses a current Help Desk Institute Support Center Manager (HDI-SCM)
• Demonstrated experience implementing, managing, and modernizing successful Tier 0 services and reporting.

PHYSICAL REQUIREMENTS:

This position requires the ability to perform the below essential functions:

• May require occasional travel between work centers or to client sites.
• Some after-hours or on-call support may be necessary.
• On-site work in a secure government or contractor facility.
• Must be able to work in a high-security environment and comply with all relevant security protocols.
• Standing for long periods.
• Ambulate throughout an office
• Ambulate between several buildings
• Stoop, kneel, crouch, or crawl as required
• Repeatedly lift and carry weight up to 30 pounds

Travel by land or air transportation 5 %

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm's overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.