IT Services Delivery Manager (Non-Supervisory)

Metropolitan Washington Airports Authority-posted 10 days ago
$116,941 - $169,563/Yr
Full-time • Mid Level
1,001-5,000 employees
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As an IT Services Delivery Manager, you will be responsible for delivering the timely, efficient and effective technical support to resolve problems and new service requests with the Airports Authority’s various computers/systems. Serve in the Airport Technology Support Services (ATSS) Department in the Office of Technology at Ronald Reagan Washington National Airport (DCA), Washington Dulles International Airport (DCA), and at the Headquarters Office. Provides subject matter expertise in IT service delivery, including IT support and service processes, tools, and practices. Collaborates with the ATSS organization, including Service Desk, Deskside Support, and Knowledge Base, as well as Network and Server Operations and the Security departments within the Office of Technology, and other key staff. Supports the Airports Authority’s desktops, laptops, mobile devices, audio-video (AV) systems, and applications, ensuring issue resolution for users at DCA, IAD, and the Dulles Toll Road. Works to mitigate issue escalation, address customer satisfaction concerns, and resolve complex IT service delivery and process adoption issues, while keeping management and key stakeholders informed. Performs related functions.

  • Handles the day-to-day issue escalation and major incident manager activities of IT Service Delivery tickets engaged in logging, solving, coordinating for resolution of issues, incidents, problems, and new service requests from MWAA IT system users.
  • Handles complex IT Service delivery and issue or problem resolution by managing escalations, complex issue resolutions, coordination with senior leadership and program managers, communication, prioritization, and planning activities.
  • Leads IT project and delivery of services including life-cycle management and maintenance projects, rolling out new technology or transformative technology via service desk. This includes developing plans by coordinating with every department of MWAA and addressing the specific needs of each department.
  • Communicate with Business Executives, Airline Partners, Concessions Partners and others on Projects, Incidents, and Problems escalation management, and become the spoke person for the OoT during the event.
  • Works to ensure that customers of escalated items are aware of the status of their problem/requests and the expected timeframe for action, in collaboration with the Support Service Supervisor, Ensures all customer calls or emails or queries, and resolutions are properly recorded in Service Management Tools; and resolved and/or elevated promptly to the proper IT Service member(s) based on an established knowledgebase.
  • May personally work or direct activities on a problem or request.
  • Monitors the IT Services ticketing system and queues. Identifies complex issues that might impact operations and their service delivery. Takes appropriate action to get attention from the right support team for example, Tier-II Application, Security, Server, Desktop Engineering, and Network teams.
  • Develops service level agreements (SLA) and related metrics and measurements for the Incident Management, Problem Management discipline of Service Desk. Works closely with Service Delivery Manager, Knowledge Manager, and Application Support Manager for implementation and adoption of the SLA and related metrics.
  • Ensures the support services adhere to established service level agreements (SLAs), International Organization for Standardization (ISO), and/or Information Technology Infrastructure Library (ITIL) IT Service Management processes and procedures. Participates in the development of SLAs and ongoing management of service level compliance.
  • Develops or refine processes to meet the ATSS need and coordinate with teams across the organization including Network, Security, Application, Audio-Video, Infrastructure, and business teams. Develops and implements quality standards, along with periodic quality assurance audits.
  • Utilizes the ticketing system to capture and review weekly and monthly metrics, ensuring accuracy and timeliness. Monitors ticket data to confirm compliance with standards, including client information, problem descriptions, resolutions, priority classification, escalation paths, and communication updates. Works to maintain or exceed quality benchmarks across all service tickets.
  • Assists with developing user manuals, knowledge bases, FAQs, etc. Participates in the development and maintenance of the Service Desk Specialist training development program and ensure support staff leverage knowledge articles and tools to serve the customers best.
  • Conducts trend analysis of IT services including percentage of process followed, utilization of knowledge articles, and best use of existing tools and communication channels, ticket quality, etc. Develops specialist training/development program to increase organization’s technical knowledge and proficiencies for improved customer service.
  • Manages inventory of asset (HW, SW, Service) and its life cycle within the scope of the work functions, resulting in timely forecast for stocking and fulfilment. Assists in developing standard processes and tools for efficient and effective management of assets.
  • Conducts and assists new employees, airlines, applications and Equipment onboarding to ATSS by configuring appropriate support tools, knowledgebase, processes, and training for efficient support functions.
  • Collaborates and supports the change management and release management process as well as routine maintenance like disaster recovery testing, fail-over testing, security testing, etc.
  • Conducts data analysis of the IT Service Delivery datasets and develops reports and insights to help develop the performance metrics of the IT Service Delivery and plan how to achieve a target performance metric.
  • Maintains currency in own technical and service skills. Works to increase own technical and managerial knowledge, proficiency, and skills and additional, work-related certifications.
  • Performs other duties as assigned.
  • Eight (8) years of experience in delivering IT Support in various capacities like call-center, desktop support, inventory management, hardware/software fulfillment, and a Bachelor’s degree in information technology or a Related engineering field. An equivalent combination of education and experience may be considered.
  • Ability to interpret and manage IT support datasets (inventory, asset, incidents, customer, issue, SLA, etc.) and achieve expected results by harnessing the power of data.
  • Strong interpersonal skills to handle complex customer service escalation and resolution, and the ability to work with the rest of the partners and vendors.
  • Ability to work in a matrix organization and teams across the organization with diverse backgrounds and skill levels.
  • Experience and knowledge of IT Support Service delivery and issue resolution standard processes and measurements.
  • Hands-on experience with Service Now IT Service Delivery tools.
  • Certification in ITILV3 or V4 Foundations and one from the ITIL Certification Streams from AXELOS or other accredited organization.
  • Experience managing a large IT Service/Help Desk with multiple locations and a variety of different equipment.
  • Experience in implementing and managing a Service Delivery practice within an ITIL framework.
  • Professional Project Management (PMP) certification.
  • We offer an array of benefits programs, including vacation, retirement, and health benefits.
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