Client Support Center Manager

Intelligent Waves LLC

3d • Onsite

About The Position

Intelligent Waves is seeking a Client Support Center (CSC) Manager to oversee the operations and performance of the CSC across all supported locations, ensuring the delivery of high-quality IT support services. Responsibilities include incident resolution, service request management, technical assistance, remote desktop support, and end-user training to maintain consistent service levels and customer satisfaction.
The Manager leads and coordinates CSC personnel, including managing scheduled rotations to remote help desk locations every three months while ensuring uninterrupted coverage. This role ensures effective use of approved ticketing systems to track, prioritize, resolve, and escalate incidents and service requests in alignment with Service Delivery Summary (SDS) priorities, timelines, and performance expectations.
The Lead CSC Manager maintains compliance with applicable STIG requirements, monitors and reports help desk performance metrics, and drives continuous process improvement initiatives. This role also serves as the primary liaison between Government leadership and contractor personnel, providing regular status updates, identifying operational challenges, and recommending actionable solutions to support mission objectives.
This position is contingent upon final contract and funding approval.
Intelligent Waves delivers mission-focused multi-domain operational expertise and innovation to the Government through high-impact technology solutions in cybersecurity, data science, enterprise network & systems engineering, software development, and cognitive human performance.
ANYTIME. ANYWHERE. ANY DOMAIN.
Since 2006, we have proudly served federal agencies including the Department of Defense. Our ability to operate globally in a wide range of environments, coupled with our deep understanding of customer needs and requirements, enables us to provide cost-effective solutions to support the most complex missions.
Adherence to all customer site protocols is mandatory for employees.

Requirements

• Valid Counter Intelligence (CI) Polygraph clearance.
• Bachelor’s degree in IT, Management, or a related field, or at least 6 years of leadership experience in IT Service Management (ITSM).
• DoD 8140-approved and registered IAT Level II baseline certification; Security+ CE preferred.
• Proven experience with ITIL frameworks and processes for incident, problem, and change management.
• Expertise using ticketing systems for service management, including NIPRNet, SIPRNet, and JWICS.
• Knowledge of STIG compliance, vulnerability management, and cybersecurity best practices.
• Comprehensive understanding of compliance requirements, including STIGs and service priority matrices.

Responsibilities

• Manage IT operations, including service desk functions and personnel rotations.
• Utilize IT Service Management (ITSM) tools and reporting to manage service prioritization and escalation.
• Analyze key performance metrics and recommend solutions to improve help desk efficiency.
• Ensure effective delivery of Customer Support Center (CSC) operations through strong leadership and team coordination.
• Manage personnel rotations across multiple sites while maintaining operational continuity.
• Perform advanced troubleshooting to resolve network, hardware, and software issues.
• Provide clear communication and thorough documentation, including real-time updates to Government leadership.
• Apply continuous improvement methodologies such as Kanban boards, Agile frameworks (SAFe), and performance analysis techniques.

Benefits

• Intelligent Waves offers a generous benefits package including medical, dental, vision, paid PTO, life and disability insurance.
• We invest in our employees’ futures by contributing with vesting starting from DAY 1, technical training, tuition bonuses, and much more.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager