Senior Information Technology Project Manager (ITSD Manager)

DecisionPoint • Arlington, VA

5d • Onsite

About The Position

Overview DecisionPoint seeks a Senior Information Technology Project Manager (ITSD Manager) to oversee the operations, performance, and strategic development of the Technical Operations Center (TOC) and Information Technology Service Desk (ITSD). This leadership role is responsible for managing incidents, driving continuous service improvements, and ensuring compliance with established Service Level Agreements (SLAs). The Senior ITSD Manager will serve as a senior-level subject matter expert, managing stakeholder relationships and fostering strong customer engagement while guiding IT service delivery teams. This position is fully on-site in Arlington, VA. Duties & Responsibilities The Senior ITSD Manager will apply comprehensive technical and management expertise and will: Oversee TOC and ITSD teams, ensuring performance, growth, and professional development. Manage incidents and changes, ensuring timely and effective resolution. Direct Call Center operations and ticket resolution workflows in accordance with established SLAs. Foster strong customer relationships by managing internal and external stakeholder engagement. Monitor team performance against SLAs and implement improvements to enhance service delivery. Lead cross-functional collaboration with other service areas to align ITSD operations with organizational goals. Serve as the escalation point for major incidents and ensure communication to executive leadership. Identify opportunities for innovation and process optimization across the ITSD.

Requirements

• Must be able to obtain and maintain a favorable suitability determination (Public Trust background investigation).
• 3+ years managing Information Technology Service Desk operations.
• Bachelor’s degree in Computer Science, Information Technology, or a related field (5 years of equivalent experience may substitute for a degree).
• Certifications: ITIL 4 and HDI Support Center Manager (HDI_SCM) certifications required.
• Technical Knowledge: Expertise in IT service desk management, ticket resolution workflows, incident/change management, and SLA-driven operations.
• Skills: Strong leadership, team development, and customer relationship management skills; ability to lead high-impact assignments and deliver measurable performance outcomes.

Nice To Haves

• Federal experience (preferred).

Responsibilities

• Oversee TOC and ITSD teams, ensuring performance, growth, and professional development.
• Manage incidents and changes, ensuring timely and effective resolution.
• Direct Call Center operations and ticket resolution workflows in accordance with established SLAs.
• Foster strong customer relationships by managing internal and external stakeholder engagement.
• Monitor team performance against SLAs and implement improvements to enhance service delivery.
• Lead cross-functional collaboration with other service areas to align ITSD operations with organizational goals.
• Serve as the escalation point for major incidents and ensure communication to executive leadership.
• Identify opportunities for innovation and process optimization across the ITSD.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees