Client Services Manager

General Dynamics Information Technology • Washington, DC

3d • $110,500 - $149,500 • Onsite

About The Position

The Client Services Manager is responsible for leading the organization’s IT Service Delivery function, including multi‑site Help Desk operations, Unified Communications (UC), and Video Teleconferencing (VTC) support teams. This role ensures consistent, high-quality customer support across the United States through standardized ITIL practices, strong leadership, and the effective use of ServiceNow as the enterprise ITSM platform. The Manager oversees daily operations, service performance, escalation management, and customer satisfaction across all client-facing support channels. This position is on site in Washington, DC.

Requirements

• Bachelor’s degree in IT, Business, Communications, or equivalent experience.
• 5–7+ years managing IT Service Delivery or Help Desk operations across multiple locations.
• US Citizenship
• TS or DOE Q level clearance
• Strong, hands-on experience with ServiceNow as an ITSM platform (Incident, Request, Knowledge, SLA tracking, dashboards, reporting).
• Experience working in ITIL environments with a solid understanding of key ITIL practices.
• Leadership experience managing frontline support teams and collaboration technology teams.
• Technical understanding of UC and VTC platforms (Microsoft Teams, Zoom, Cisco, etc.).
• Excellent communication, customer service, and stakeholder engagement skills.
• Ability to manage complex operations and fast-paced environments.
• US citizenship required
• Ability to go on site daily in Washington DC

Nice To Haves

• ServiceNow Administrator or ITSM specialization experience (preferred but not required).
• ITIL Foundation certification or higher.
• Experience with executive-level VTC or mission-critical AV/UC support.
• Familiarity with AV systems, network fundamentals, and collaboration technology integrations.

Responsibilities

• Manage multi-site Help Desk/Service Desk teams located across the U.S., ensuring consistency in service delivery and customer experience.
• Oversee all frontline IT support activities within ServiceNow, including incident management, request fulfillment, queue monitoring, ticket routing, SLA tracking, and escalation workflows.
• Ensure strict adherence to ITIL-based processes (Incident, Request, Problem, Change, Knowledge).
• Create staffing plans, shift schedules, and cross-site support models to ensure full coverage.
• Use ServiceNow dashboards, analytics, and reporting to track trends, performance, and operational health.
• Conduct ticket quality reviews, SLA compliance checks, and service performance audits.
• Drive continuous improvement by leveraging ServiceNow data to identify gaps, bottlenecks, and automation opportunities.
• Oversee UC and VTC teams responsible for collaboration platforms, conferencing technologies, and event support.
• Manage scheduling, readiness, and live support for executive-level meetings and high-profile VTC sessions.
• Partner with engineering, AV, and network teams to maintain reliable UC/VTC infrastructure and improve service performance.
• Ensure all UC/VTC requests, incidents, tasks, and changes are tracked appropriately in ServiceNow.
• Act as the senior escalation point for service delivery, help desk, UC, and VTC issues.
• Build strong, transparent relationships with customers and stakeholders through consistent communication.
• Lead service reviews, incident post-mortems, and client feedback sessions using ServiceNow reports and metrics.
• Foster an ITIL-aligned service culture, ensuring repeatable processes and continuous improvement.
• Maintain knowledge articles, SOPs, runbooks, procedures, and training materials within ServiceNow Knowledge Management.
• Identify automation opportunities through ServiceNow (workflows, AI routing, virtual agents, request catalog improvements).
• Support vendor management, lifecycle planning, and platform upgrades aligned with UC and service delivery roadmaps.
• Provide regular service delivery dashboards, metrics, and executive reports created through ServiceNow.

Benefits

• Comprehensive benefits and wellness packages
• 401K with company match
• Competitive pay
• Paid time off
• Variety of medical plan options
• Health Savings Accounts
• Dental plan options
• Vision plan
• 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match.
• Full flex work weeks where possible
• Variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave.
• Short and long-term disability benefits
• Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager