Intelligent Waves · 2 days ago
Client Support Center Manager
UNAVAILABLE, UNAVAILABLE, US
Full-time
Onsite
Senior Level
6+ years expIntelligent Waves is seeking a Client Support Center (CSC) Manager to oversee the operations and performance of the CSC across all supported locations, ensuring the delivery of high-quality IT support services. The role involves managing personnel, incident resolution, and maintaining compliance with service delivery metrics to support mission objectives.
Information Technology & Services
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Manage IT operations, including service desk functions and personnel rotations
Utilize IT Service Management (ITSM) tools and reporting to manage service prioritization and escalation
Analyze key performance metrics and recommend solutions to improve help desk efficiency
Ensure effective delivery of Customer Support Center (CSC) operations through strong leadership and team coordination
Manage personnel rotations across multiple sites while maintaining operational continuity
Perform advanced troubleshooting to resolve network, hardware, and software issues
Provide clear communication and thorough documentation, including real-time updates to Government leadership
Apply continuous improvement methodologies such as Kanban boards, Agile frameworks (SAFe), and performance analysis techniques
Qualification
Required
Valid Counter Intelligence (CI) Polygraph clearance
Bachelor's degree in IT, Management, or a related field, or at least 6 years of leadership experience in IT Service Management (ITSM)
DoD 8140-approved and registered IAT Level II baseline certification; Security+ CE preferred
Proven experience with ITIL frameworks and processes for incident, problem, and change management
Expertise using ticketing systems for service management, including NIPRNet, SIPRNet, and JWICS
Knowledge of STIG compliance, vulnerability management, and cybersecurity best practices
Comprehensive understanding of compliance requirements, including STIGs and service priority matrices
Benefits
Medical
Dental
Vision
Paid PTO
Life and disability insurance
Technical training
Tuition bonuses
Company
Intelligent Waves
Intelligent Waves, a veteran-owned organization, delivers secure, innovative technology solutions for federal defense and intelligence missions.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Marqus Hutchinson
Chief Technology Officer
Amy Wood
Chief Financial Officer
Company data provided by crunchbase