What are the responsibilities and job description for the Enterprise Service Center Manager position at Interactive Process Technology LLC?
Enterprise Service Center Manager
Huntsville, AL
IPTA's Technology Solutions Team is passionate about providing our customers with technical solutions that satisfy their business needs. Through collaborative interactions with customers, team members, subject matter experts (SMEs), technical leaders, and partners we design practical solutions that solve real problems for major government and business organizations. As a member of our Technology Solutions group, you will work with a team of technologists focused on delivering innovative business solutions using emerging technologies through proven successful methods.
Our Team:
We are looking for talented people who are enthusiastic about applying technology to deliver innovative outcomes with "fierce determination, fearless integrity, and passionate service." Our belief is that our people are the key to success. By encouraging and enabling continued learning, our team members grow to achieve their personal career goals. We are looking for:
Smart people with a passion for technology
Ability to solve challenging business problems
Self-directed professionals
Hunger to continually learn and grow
IPT is looking for great talented people to support the work at the Army Aviation and Missile Center (AvMC). AvMC is the Army's focal point for providing research, development and engineering technology and services for aviation and missile platforms across the life cycle. AvMC's mission is to "deliver collaborative and innovative aviation and missile capabilities for responsive and cost-effective research, development, and lifecycle engineering solutions" to equip the Warfighter with the best technology today and tomorrow.
Position Summary
The IT Enterprise Service Center Manager oversees the daily Service Desk operations for Tier 1 / Tier 2 Support and ensures efficient and effective resolution of technical issues across the organization. This role will manage IT support staff, implement best practices for service delivery, and collaborate with other departments to optimize IT systems and processes. The selected candidate will be responsible for managing the helpdesk operations, mentoring team members, and ensuring that end-user systems are optimized for performance and reliability.
Responsibilities:
- Provide Service Center management services including planning, staffing, scheduling, and controlling activities involved with IT service delivery
- Manage and coordinate customer interactions across multiple communication channels and business lines/ includes channels/business lines both within the Office of the CIO/G6 as well as technical support provided within the AvMC Directorates
- Support an Information Technology Infrastructure Library (ITIL) based methodology for collecting, managing and resolving issues and/or IT service requests submitted by AvMC personnel
- Establish and maintain an online electronic library of self-help instructional material for end users as well as internal operating procedures (Announcements, Frequently Asked Questions, Known Issues, Standard Operating Procedures, and User Guides)
- Maintain a knowledge base for use by end user support technicians to quickly and consistently respond to known issues
- Experience implementing methodologies to improve first call resolution, managing customer perceptions, and building strong internal relationships
- Experience implementing processes and procedures to meet established Service Level Agreements (SLAs)
- Demonstrated experience analyzing service desk performance through various statistical and reporting methods
- Demonstrated experience enhancing the image of the service desk as a front-end support group that advances the IT vision and strategy
Requirements:
- BS/BA in related field
- 10 plus years of related work experience
- Familiarity with Atlassian JIRA Service Desk platform (supported by various add-ons)
- Familiarity with ServiceNow platform
- DoD 8570 Level II/III certification
- US Security Clearance required
IPTA is an Equal Opportunity/Affirmative Action employer. We are committed to providing equal employment opportunity to all qualified employees and applicants for employment. The Company does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, sexual orientation, national origin, age, physical disability, mental disability, medical condition, status as a veteran or disabled veteran or any other characteristic protected by law. We base all employment decisions, including recruitment, selection, training, compensation, benefits, discipline, promotions, transfers, lay-offs, returns from lay-off, terminations, and social and recreational programs on the principles of equal employment opportunity. Our employees have diverse backgrounds, skills, and ideas that collectively contribute to a rich working environment and greater opportunity for innovation.
#clearance
