IT Service Center (ITSC) Manager w/Secret Clearance

TekSynap•Washington, DC

44d•Onsite

About The Position

We are seeking an IT Service Center (ITSC) Manager for the CSES contract. The ITSC Manager is responsible for the operation of the 24x7x365 DOS service desk/help desk. This role leads high-volume contact handling, ticket creation, first call resolution, customer communications, service desk staffing, and process improvements that connect the service desk with incident and request fulfillment management.

Requirements

Experience managing a high-volume service desk/contact center with more than 50 resources during peak periods, fielding customer inquiries, creating tickets, and providing first call resolution for services requirements of similar size, scope, and complexity.
Experience streamlining service desk processes and their interaction with incident and request fulfillment management.
ITIL 4 Managing Professional certification, or current equivalent ITIL 4 role-aligned certification; related modules/exams should be stated.
U.S. Citizenship
Secret Clearance

Responsibilities

Manage the 24x7x365 IT Service Center/service desk operation, including staffing, scheduling, call/contact handling, ticket creation, first call resolution, escalation, and customer communications.
Ensure service desk processes align with incident management, request fulfillment, knowledge management, and service level requirements.
Lead service desk performance management for volume, responsiveness, resolution quality, first call resolution, customer satisfaction, and SLA/SLO attainment.
Introduce and improve contact intake methods and reporting while maintaining service continuity and consistent customer experience.
Coordinate with desk-side support, technical teams, knowledge management, customer engagement, and service delivery leadership.
Implement process improvements that reduce avoidable contacts, streamline triage, and improve customer outcomes.