Service Center Manager

The Service Center Manager is responsible for the endtoend leadership performance and continuous improvement of the enterprise Service Center including the Service Desk Desktop Support incident management IT service request management ticket escalation communications enterprise notifications mobile services support and the development and maintenance of knowledge articles and standard operating procedures (SOPs).

This role ensures efficient and timely Tier 0 Tier I and Tier II support to a geographically dispersed user base. The Service Center Manager drives customer satisfaction achieves defined service levels and optimizes operational processes through effective management modernization initiatives and strategic planning.

Location: This position is located in the Arlington Reston Dulles and Washington DC area.

Key Responsibilities:

• Provide overall leadership direction and operational oversight of the Service Center including Service Desk and Desktop Support teams.

• Manage daily operations across Tier 0 Tier I and Tier II support to ensure timely resolution of incidents and service requests.

• Oversee and improve incident management problem management escalation workflows and ticket lifecycle processes.

• Lead Service Center modernization efforts including implementation and optimization of Tier 0/automation tools.

• Ensure compliance with service level agreements (SLAs) operational level agreements (OLAs) and performance metrics.

• Develop maintain and mature knowledgebased articles SOPs and selfservice resources.

• Direct Service Center reporting dashboards customer communications and enterprise notifications.

• Coordinate with crossfunctional IT teams program leadership and stakeholders to ensure effective service delivery across a geographically dispersed user community.

• Facilitate training coaching and skill development for Service Center staff.

• Support strategic and operational planning efforts including technology roadmaps staffing models and process improvement initiatives.

• Maintain auditready documentation and ensure adherence to ITIL best practices.

Required Qualifications:

• BA/BS and 8 lieu of degree additional experience may be required.

• Active Secret clearance.

• ITIL Foundation Level Certification Version 5 or higher.

• Minimum of 8 years of technical experience managing maturing and modernizing a 24/7/365 Service Desk supporting geographically dispersed users with endtoend service delivery responsibilities of comparable size scope and complexity.

• Demonstrated experience implementing and managing Service Center communications reporting strategic planning and operational planning.

Desired Qualifications:

• Help Desk Institute Support Center Manager (HDISCM) certification.

• Experience implementing managing and modernizing Tier 0 capabilities (selfservice automation AI/virtual agent) and associated reporting.

If youre looking for comfort keep scrolling. At Leidos we outthink outbuild and outpace the status quo because the mission demands it. Were not hiring followers. Were recruiting the ones who disrupt provoke and refuse to fail. Step 10 is ancient history. Were already at step 30 and moving faster than anyone else dares.

Original Posting:

Pay Range:

The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job education experience knowledge skills and abilities as well as internal equity alignment with market data applicable bargaining agreement (if any) or other law.