IT Contact Center Service Desk Operations Manager

Systems Integration • Springfield, VA

2d • Onsite

About The Position

IT Service Desk Operations Manager Systems Integration, Inc. (SII) is a leading provider of customer experience, cloud-based services, and managed IT solutions. We are seeking a motivated and customer-focused IT Contact Center Service Desk O perations Manager in support of a program for CBP TSD (technology Service Desk) at the Department of Homeland Security (DHS). The Program provides IT support for over 65,000 users worldwide. As the IT Operations Manager, you will manage the staff and operations of an Enterprise IT Service Desk. Service Desk Support services are required 24 hours a day, seven days a week, 365 days a year. The position requires working on site and may be eligible for some remote work if approved by the Program Manager.

Requirements

• Minimum Associate's technical degree in Computer Science, Information Systems or related discipline.
• Minimum 3 years' professional or technical experience in IT with a strong background in all aspects of service desk in a contact center.
• Minimum of 3 years of supervisory experience.
• Strong communication skills and problem-solving skills.
• Experience with Enterprise tools such as Amazon Connect and ServiceNow.
• Possesses ITIL v4 certification or commit to obtaining it within 6 months.
• Must be a US Citizen and pass a government Public Trust Security clearance with the DHS.
• Must be able to pass a federal background check going back 7 years without felonies.
• Must be able to pass a federal credit check.

Nice To Haves

• Experience with one of the following agencies is preferred; USCIS, CISA, CBP, FEMA, ICE

Responsibilities

• Oversee all aspects of Enterprise IT Service Desk operations, metrics and SLA management per internal and ITIL/HDI benchmarks, ensuring efficient workflows, resource planning, and adherence to deadlines and budgets.
• Manage staffing, reporting, and the implementation of processes to meet evolving business requirements.
• Manage and provide regular performance updates on operations, staffing, and initiatives.
• Promote continuous improvement and optimize processes to achieve service level requirements and performance goals.
• Act as an escalation point and facilitator for severe, critical, or unique issues.
• Act as a liaison between technical teams and stakeholders, including end users and government leaders.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree
• Number of Employees: 101-250 employees