Current jobs related to IT Contact Center Service Desk Operations Manager - Springfield, Virginia - Systems Integration, Inc.

  • Tier 1.5 Service Desk Technician

    1 week ago

    Springfield, Virginia, United States Dunhill Professional Search & Government Solutions Full time

    **U.S. Citizenship Required With TS/SCI Security Clearance**Looking for a motivated and customer-focused Service Desk Technician (Tier 1.5) to join our support team operating within a secure Azure enterprise environment. In this role, you'll go beyond basic troubleshooting by handling more advanced technical issues, supporting cloud-based systems, and...

  • Intermediate Help Desk Specialist

    1 week ago

    Springfield, Virginia, United States Chenega MIOS SBU Full time

    SummaryIntermediate Help Desk SpecialistSpringfield, VAAre you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer's core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you Join our...

  • IT Call Center ASD Team Lead

    1 week ago

    Springfield, Virginia, United States Systems Integration Full time

    Location: Northern Virginia, Orlando, FL, or TXAccount Service Desk Team LeadSystems Integration, Inc. (SII) is a leading provider of customer experience, cloud-based services, and managed IT solutions. We are seeking a motivated and customer-focused ASDTeam Lead in support of a program for CBP TSD (technology Service Desk) at the Department of Homeland...

  • Manager, Member and Guest Service

    6 days ago

    Springfield, Virginia, United States The St. James Full time

    In order to be considered for this role, after clicking "Apply Now" above and being redirected, you must fully complete the application process on the follow-up screen. Manager, Member and Guest Service Location: Springfield, VA Status type: Full-time   About us: The St. James is the premier sports, wellness and active entertainment destination in the...

  • Front Desk Agent

    2 weeks ago

    Springfield, Virginia, United States Island Hospitality Management Full time

    :Our team is looking to add an upbeat Front Desk Agent to manage all aspects of front desk operations and be a key person of reference for our guests and vendors. To be successful in this role, you will need to extend professionalism and courtesy, have outstanding communication skills, and have the ability to work in a fast-paced environment.This position...

  • Imaging Center Hospitality Associate

    1 week ago

    Springfield, Virginia, United States FRC Full time

    Imaging Center Hospitality Associate | Springfield, VA | Weekdays OnlyFairfax Radiology Centers — the largest radiology practice in Northern Virginia — is seeking an Imaging Center Hospitality Associate to join our team in Springfield, Virginia.Curious to know more about this role? Watch this video from one of our Imaging Center Hospitality...

  • Office/Facility Manager

    7 days ago

    Springfield, Virginia, United States Computational Physics, Inc. Full time

    Computational Physics, Inc. (CPI) is looking for a full-time HR Generalist to join our growing team.The Office/Facility Manager role oversees CPI offices or facilities at three or more different locations across the United States. As the CPI facilities Manager, you will work with on site staff to ensure that our offices and facilities are appropriate for the...

  • Operations Manager

    2 weeks ago

    Springfield, Virginia, United States Ferguson Enterprises Full time

    Job Posting: Since 1953, Ferguson has been a source of quality supplies for a variety of industries. Together We Build Better infrastructure, better homes and better businesses. We exist to make our customers' complex projects simple, successful, and sustainable. We proactively solve problems, adapt and grow to continuously serve our customers, communities...

  • Pest Control Service Manager

    1 week ago

    Springfield, Virginia, United States Affordable Serv Full time

    Pest Control Service Manager – Lead with Purpose, Drive ImpactWe're seeking a dynamic, experienced Pest Control Service Manager to lead our field staff in delivering exceptional service. Reporting to the General Manager, you'll oversee daily operations, inspire excellence, and elevate customer satisfaction in a fast-paced environment. If you're a proven...

  • Junior Helpdesk Specialist with Security Clearance

    2 weeks ago

    Springfield, Virginia, United States ClearanceJobs Full time

    USmax Corporation is seeking a Junior Helpdesk Specialist to provide customer service support for customer requests when contacting the Single-Point-of-Contact IT Service Desk located in Springfield, VA (Ft. Belvoir). The Junior Helpdesk Specialist will assist in providing technical assistance and support related to computer systems, hardware, or software,...

IT Contact Center Service Desk Operations Manager

3 weeks ago

Springfield, Virginia, United States Systems Integration, Inc. Full time

Job Location: Northern VA (Springfield, VA and Ashburn, VA)

IT Service Desk Operations Manager

Systems Integration, Inc. (SII) is a leading provider of customer experience, cloud-based services, and managed IT solutions. We are seeking a motivated and customer-focused IT Contact Center Service Desk Operations Manager in support of a program for CBP TSD (technology Service Desk) at the Department of Homeland Security (DHS). The Program provides IT support for over 65,000 users worldwide. As the IT Operations Manager, you will manage the staff and operations of an Enterprise IT Service Desk. Service Desk Support services are required 24 hours a day, seven days a week, 365 days a year. The position requires working on site and may be eligible for some remote work if approved by the Program Manager.

Responsibilities:

  • Oversee all aspects of Enterprise IT Service Desk operations, metrics and SLA management per internal and ITIL/HDI benchmarks, ensuring efficient workflows, resource planning, and adherence to deadlines and budgets.
  • Manage staffing, reporting, and the implementation of processes to meet evolving business requirements.
  • Manage and provide regular performance updates on operations, staffing, and initiatives.
  • Promote continuous improvement and optimize processes to achieve service level requirements and performance goals.
  • Act as an escalation point and facilitator for severe, critical, or unique issues.
  • Act as a liaison between technical teams and stakeholders, including end users and government leaders.

Qualifications:

  • Minimum Associate's technical degree in Computer Science, Information Systems or related discipline.
  • Minimum 3 years' professional or technical experience in IT with a strong background in all aspects of service desk in a contact center.
  • Minimum of 3 years of supervisory experience.
  • Strong communication skills and problem-solving skills.
  • Experience with Enterprise tools such as Amazon Connect and ServiceNow.
  • Possesses ITIL v4 certification or commit to obtaining it within 6 months.
  • Must be a US Citizen and pass a government Public Trust Security clearance with the DHS.
  • Experience with one of the following agencies is preferred; USCIS, CISA, CBP, FEMA, ICE