Senior Service Desk Jobs in Raleigh, NC (NOW HIRING)

Position Summary
The Technology Manager is the Contractor's single point of accountability for the implementation, delivery, and ongoing oversight of all Customer Service Center Technology (CCT) activities. This role owns day-to-day planning, coordination, execution, and control across the full CCT scope including contact center technology, data network, security, and the IT Service Desk. The Technology Manager is accountable for carrying the solution from implementation through go-live, hyper-care, and knowledge transfer to Project Closeout.
The Technology Manager is the primary technical interface to WSPs client, holding both WSP IT staff and technology partners accountable to scope, schedule, and performance commitments.
Key Responsibilities
• Serve as the single point of accountability for CCT technology delivery, representing WSP to the client and program leadership on all technology matters.
• Own end-to-end planning, coordination, execution, and control of the three CCT technology domains - contact center technology, data network/security, and IT Service Desk - ensuring integrated delivery across all three.
• Lead the contact center technology implementation, including CCaaS platform, IVR/IVA, omnichannel routing, and integration to the back-office/case-management environment.
• Oversee data network and security delivery, ensuring the solution meets applicable public-sector security, privacy (e.g., PCI, PII), and conformance requirements.
• Stand up and manage IT Service Desk operations and supporting ITSM processes (incident, problem, change, request) aligned to ITIL practice.
• Establish and run delivery governance: integrated schedule, risk and issue management, change control, quality management, and stakeholder status reporting.
• Direct hyper-care support immediately following go-live, ensuring rapid triage and resolution and operational stability through the stabilization period.
• Plan and execute structured knowledge transfer - documentation, runbooks, and training for client and operations teams - culminating in formal Project Closeout and transition to steady-state operations.
• Manage technology vendors and subcontractors against SLAs and the Technology Conformance Matrix, holding partners accountable for performance throughout the lifecycle.
Required Qualifications
• Senior IT professional with a demonstrated record delivering complex, multi-workstream technology programs as a single point of accountability.
• Public sector IT service delivery experience, including delivery governance and client-facing accountability in a contractual environment.
• Hands-on contact center technology experience: CCaaS platforms, IVR/IVA, omnichannel routing, and back-office/case-management integration.
• Strong command of the full delivery lifecycle - implementation, go-live, hyper-care, knowledge transfer, and closeout.
• Working knowledge of data network/security and IT Service Desk / ITSM operations.
• Excellent written and verbal communication; able to serve as the client-facing technical lead.
• Based in or willing to relocate to the Raleigh, NC area.
Preferred Qualifications
• Experience in tolling, transportation, or mobility programs, particularly Customer Service Center or back-office system implementations.
• PMP and/or ITIL certification.
• Experience managing technology partners against a conformance matrix or equivalent contractual technical baseline.
About Us
About WSP
WSP USA is the U.S. operating company of WSP, one of the world's leading engineering and professional services firms. Dedicated to serving local communities, we are engineers, planners, technical experts, strategic advisors and construction management professionals. WSP USA designs lasting solutions in the buildings, transportation, energy, water and environment markets. With more than 15,000 employees in over 300 offices across the U.S., we partner with our clients to help communities prosper.
www.wsp.com
WSP provides a flexible and agile workplace model while meeting client needs. Employees are also afforded a comprehensive suite of benefits including medical, dental, vision, disability, life, and retirement savings focused on providing health and financial stability throughout the employee's career.
At WSP, we want to give our employees the challenges they seek to grow their careers and knowledge base. Your daily contributions to your team will be essential in meeting client objectives, goals and challenges. Are you ready to get started?
WSP USA (and all of its U.S. companies) is an Equal Opportunity Employer Race/Age/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Disability or Protected Veteran Status.
The selected candidate must be authorized to work in the United States.
NOTICE TO THIRD PARTY AGENCIES:
WSP does not accept unsolicited resumes from recruiters, employment agencies, or other staffing services. Unsolicited resumes include any resume or hiring document sent to WSP in the absence of a signed Service Agreement where WSP has expressly requested recruitment/staffing services specific to the position at hand. Any unsolicited resumes, including those submitted to hiring managers or other business leaders, will become the property of WSP and WSP will have the right to hire that candidate without reservation - no fee or other compensation will be owed or paid to the recruiter, employment agency, or other staffing service.