IT Service Manager
AAC•Vienna, VA
•Onsite
About The Position
Oversees IT service delivery operations across contracted support teams, ensuring compliance with contract service standards, SLAs, and performance objectives. This role provides operational leadership, process governance, and continual service improvement.
Requirements
- On-site support required.
Responsibilities
- Manage day-to-day IT support operations and personnel across all tiers.
- Monitor SLA performance, queue health, ticket quality, and resolution timeliness.
- Drive continuous improvement initiatives for service delivery processes.
- Create and maintain service desk procedures, workflows, and knowledge documentation.
- Engage with stakeholders to ensure service stability and responsiveness.
- Provide leadership guidance, coaching, and performance oversight for support teams.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
