Service Center Lead

Responsible for supporting and leading multiple Service Delivery teams providing direction for sites within scope of Contractor level Management. Responsible for designated lines of services to include SLA & KPI metrics. Acts as the liaison between service lines and counterpart within the client leadership. Provides and manages escalation support as it relates to designated service line. Ensures service lines execute on all deliverables.

• Responsible for managing a team of 20+ IT professionals at various sites delivering exceptional customer service to over 1,200 federal users.
• Oversees incident management, problem escalation, customer fulfillment, and tiered technical support, while ensuring compliance with contractual Key Performance Indicators (KPIs).
• maintains the technical Knowledge Base.
• provides administrative support to team members.
• produces detailed reports including monthly QASP metrics, weekly workstream updates, and project status reports for federal task monitors.
• Facilitates the day to day management of customer problems/requests/issues.
• Monitors incidents and ensures that Service Level Agreements (SLA) are met providing leadership and responsibility to address any failed SLA.
• Identifies, recommends, and executes areas which need to be addressed by new or streamlined to include procedures, knowledge collateral, operational staffing, etc.
• Performs follow up on incidents and escalations with customers as needed to ensure customer satisfaction.
• Provides leadership and direction to staff as required. This includes training, evaluations, staffing, time reporting and other HR issues, as appropriate.
• Maintains an informed status of operations by attending meetings, conferences and focus groups as appropriate.
• Clearly defines and communicates roles and expectations to manage personnel.
• Responsible for monitoring personnel performance and behavior, coaching, mentoring and taking disciplinary action as appropriate.
• Recognize and value the contribution of managed staff recommending promotions, compensation, and termination.
• Assists in developing and communicating the necessary policies, procedures, standards and processes that promote productivity and effective resource utilization.

Minimum Qualifications

• Bachelor's Degree in Computer Science, or equivalent relevant work experience
• 7-10 years Personal Computer experience including customer service call centers, Command Center and Service Desk operations
• 5+ years of experience as a Service Center manager
• Experience with an incident tracking system (Desirable)

Other Job Specific Skills

• Leadership/Management experience within IT operations and/or IT Service Management.
• Excellent understanding of ITIL processes.
• Strong leadership, communication, and analytical skills.
• Experience managing multiple and differing IT operational teams.
• Excellent ability to motivate personnel in support of government customer needs.
• Excellent counseling / interviewing skills on order to maintain the correct staffing in support of the project with minimal turnover.
• Ability to constantly adapt to a growing and diverse delivery operational environment.
• Full understanding of Service Desk operations and Customer operations.
• Ability to work with all levels of technicians, Contract Management, and Customer Management.
• Ability to work as a contractor and understanding the contractual requirements for communication with FTE customer, contractor, and end user customer.
• Excellent customer service skills.
• Excellent communication and interpersonal skills.
• Good problem solving and analytical skills.
• Ability and desire to build additional technical skills.
• Ability to interact effectively with Senior delivery and client leadership.
• Ability to follow instructions to produce desired results.
• Aptitude to multi-task workloads.
• Ability to remain calm and courteous in periods of stress.
• Ability to execute organizational delivery Operational directives in an independent manner providing needed updates and assistance for senior management as required.
• Strong administrative and organizational skills.
• Willingness to work overtime and varying hours as required.