Service Center Manager

Empower AI Inc. • Washington, DC

1d • Onsite

About The Position

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.

Requirements

• ITIL Foundation Level Certification Version 5 or higher.
• At least seven years of technical experience managing, maturing, and modernizing a 24/7/365 Service Desk for geographically dispersed users, with end-to-end service delivery of similar size, scope, and complexity.
• Experience implementing and managing Service Center communications and reporting, with strategic and operational planning experience.
• Secret clearance.

Nice To Haves

• Help Desk Institute Support Center Manager (HDI-SCM) certification.
• Experience implementing, managing, and modernizing Tier 0 services and reporting.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed