Service Area Manager

GovCIO is seeking an experienced Service Area Manager (SAM) to lead and oversee Customer Service Center (CSC) operations supporting a large federal client in Washington, DC. The SAM will be responsible for delivering exceptional Tier I, Tier II, and Tier III (VIP) IT support, ensuring all service delivery meets or exceeds contractual Service Level Agreements (SLAs). This position requires strong leadership in enterprise IT service environments, a data-driven approach, and a proven ability to enhance service quality, optimize operational processes, and build high-performing teams. This position is located in Washington, DC and will be a full onsite position.

Responsibilities

Provides technical support for computers and associated networks. Installs, troubleshoots, services, and repairs personal computers, network equipment such as servers, modems, multiplexers, related PC software, telephones, cables, and connectors. Provides personal computer, hardware, and software support. Installs, services, and repairs personal computers and installs attendant software. Connects personal computers and terminals to existing data networks. Maintains network diagrams and circuit records. Maintains trouble logs. Instructs users in the use of personal computers and networks. Investigates information, network, and communications needs of users, and makes recommendations regarding software and hardware purchases. Performs basic PC, PBX, and network software programming.

• Confers with staff, users, and management to establish requirements for new systems or modifications.
• Installs and performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
• Answers questions or resolves computer problems for clients or staff in person, via telephone or from a remote location.
• Maintains record of daily data communication transactions, problems and remedial action taken, and installation activities.
• Develops training materials and procedures, and/or trains users in the proper use of hardware and software.

Qualifications

Bachelor's degree in Computer Science, Information Systems, Communications, or a related field with 12+ (or commensurate experience)

Required Skills and Experience

• 10+ years of experience in IT service delivery, help desk, or customer support operations.
• Strong leadership and team management experience in a technical support environment
• Proven success managing service desks in large enterprise environments
• Expertise in SLA development, tracking, and reporting
• Advanced analytical and problem-solving skills
• Strong interpersonal and relationship management abilities
• Excellent written and verbal communication skills
• Ability to translate technical concepts for non-technical audiences
• Proficiency in Microsoft Office and service management tools, specifically ServiceNow
• Working knowledge of diagnostic and troubleshooting utilities
• Exceptional organizational skills and attention to detail
• Ability to prioritize and execute in high-pressure environments

Clearance Required: Must be able to acquire and maintain a CFTC Public Trust

Preferred Skills and Experience

• ITIL Certification(s)
• PMP certification

Posted Salary Range

USD $95,000.00 - USD $120,000.00 /Yr.