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Service Center Manager

Apply 2019-88159 Washington, D.C. Top Secret
Business Group Highlights

Civilian, State and Local

Perspecta’s Civilian, State and Local segment partners with the U.S. Federal Civilian State and Local governments to provide infrastructure services, business solutions, and digital transformation services that help them achieve policy objectives and integrate citizen-centric services.  


Responsibilities

The Service Center Manager shall be responsible for the total management of the Service Center, including 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 Service Center Manager 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 Service Center Manager 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 Service Center Manager shall be responsible for improving, optimizing, standardizing, and streamlining customer support processes that yield improvements in customer satisfaction.


Qualifications

Requires BA/BS with 10 years of experience with at least 4 years of management level responsibility. Incumbent has specialized knowledge in at least one area of expertise and a general knowledge in 1-2 other areas.

a. Possesses an ITIL Foundation Level Certification - (or higher).
b. A minimum of seven 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 TO.
c. Demonstrated experience implementing and managing Service Center communications, to include reporting, and experience with strategic and operational planning.
d. Possesses a Secret clearance.


Desired:


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


About Perspecta

What matters to our nation, is what matters to us. At Perspecta, everything we do, from conducting innovative research to cultivating strong relationships, supports one imperative: ensuring that your work succeeds.  Our company was formed to bring a broad array of capabilities to all parts of the public sector—from investigative services and IT strategy to systems work and next-generation engineering.


Our promise is simple: never stop solving our nation’s most complex challenges. And with a workforce of approximately 14,000, more than 48 percent of which is cleared, we have been trusted to just that, as a partner of choice across the entire sector.

Perspecta is an AA/EEO Employer - Minorities/Women/Veterans/Disabled and other protected categories.

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As a government contractor, Perspecta abides by the following provision
PAY TRANSPARENCY NONDISCRIMINATION PROVISION
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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