Job Description
**MANTECH** seeks a motivated, career and customer-oriented **Service Center Manager** to join our team in **Herndon, VA.**
**Responsibilities include but are not limited to:**
+ Overseeing the total management of the Service Center, including the Service Desk, Desktop Support, incident management, and IT service request management.
+ Managing ticket escalation processes, operational communications, and critical notifications for geographically dispersed users.
+ Directing mobile services support and the comprehensive lifecycle management of knowledge-based articles and standard operating procedures (SOPs).
+ Ensuring the delivery of efficient, timely, and high-quality Tier 0, Tier I, and Tier II Desktop support services.
+ Achieving contract service levels and KPIs while optimizing customer support processes to continuously improve mission satisfaction.
+ Managing, maturing, and modernizing a 24/7/365 Service Desk environment using strategic and op...
**Responsibilities include but are not limited to:**
+ Overseeing the total management of the Service Center, including the Service Desk, Desktop Support, incident management, and IT service request management.
+ Managing ticket escalation processes, operational communications, and critical notifications for geographically dispersed users.
+ Directing mobile services support and the comprehensive lifecycle management of knowledge-based articles and standard operating procedures (SOPs).
+ Ensuring the delivery of efficient, timely, and high-quality Tier 0, Tier I, and Tier II Desktop support services.
+ Achieving contract service levels and KPIs while optimizing customer support processes to continuously improve mission satisfaction.
+ Managing, maturing, and modernizing a 24/7/365 Service Desk environment using strategic and op...