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# IT Service Center Manager

- **Company:** WideNet Consulting Group
- **Location:** Seattle, WA, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Artificial Intelligence, Decision Support Systems, Knowledge Management, Information Technology
- **Published:** November 12, 2026
- **Apply:** https://www.thejobnetwork.com/job/236a842f-b747-4f47-9f7d-597130b2f326/it-service-center-manager

## About the Role

* Associate degree in Information Technology, Business, or related field, or equivalent experience.
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 * 7+ years in IT support, service delivery, or service management.
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 * 5+ years leading technical support teams, including multi-location or distributed teams.
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 * Deep knowledge of ITSM practices (Incident, Request, Problem, Change, Knowledge, Asset, Continual Improvement) and working within ITIL-aligned service management environments.
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 * Proven track record leading support operations within a global, multi-region environment (GDC/shared-services model).
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 * Extensive experience driving operational improvement, workforce planning, and organizational change management across service delivery programs., * Confident executive communicator, skilled in stakeholder engagement and presentation.

## Description

The IT Service Center Manager (North America) is responsible for leading the North America Service Center within the Global Service Desk (GSD) organization. This role owns regional service delivery execution, workforce leadership, operational excellence, customer experience, quality, automation adoption, and continuous improvement across North America support operations which currently consists of Canada and The United States., The Manager ensures the North America Service Center operates as a high-performing Global Delivery Center (GDC) that delivers consistent, scalable, and measurable support outcomes through standardized processes, shared services, data-driven decision making, knowledge management, digital employee experience (DEX) insights, automation, and AI-enabled service capabilities. The role partners closely with the LATAM IT Service Center Manager, Service Center Leads, Quality & Engagement, Field Services, Infrastructure, Applications, Security, End User Compute, and business stakeholders to provide seamless, globally aligned support experiences.