Dunhill Professional Search
Service Center Lead
The Service Center Lead is responsible for managing a team of 20+ IT professionals at various sites delivering exceptional customer service to over 1,200 federal users. This onsite role is located in Oak Ridge, TN. This role oversees incident management, problem escalation, customer fulfillment, and tiered technical support, while ensuring compliance with contractual Key Performance Indicators (KPIs). The Lead maintains the technical Knowledge Base, provides administrative support to team members, and produces detailed reports including monthly QASP metrics, weekly workstream updates, and project status reports for federal task monitors. Strong leadership, communication, and analytical skills are essential to succeed in this fast-paced, customer-focused environment.
Requirements: 5+ years of experience as a Service Center manager Expert in ServiceNow and ITSM Experienced in computer hardware, software, networking concepts, and troubleshooting methodologies equivalent to industry-recognized standards such as CompTIA, A+, and IT Services standards such as ITIL v4 Foundations or Help Desk Institute (HDI Certification).
Requirements: 5+ years of experience as a Service Center manager Expert in ServiceNow and ITSM Experienced in computer hardware, software, networking concepts, and troubleshooting methodologies equivalent to industry-recognized standards such as CompTIA, A+, and IT Services standards such as ITIL v4 Foundations or Help Desk Institute (HDI Certification).