Service Area Manager (SAM)

Govcio LLC•Washington, DC

8h•Onsite

About The Position

GovCIO is seeking an experienced Service Area Manager (SAM) to lead and oversee Customer Service Center (CSC) operations supporting a large federal client in Washington, DC. The SAM will be responsible for delivering exceptional Tier I, Tier II, and Tier III (VIP) IT support, ensuring all service delivery meets or exceeds contractual Service Level Agreements (SLAs). This position requires strong leadership in enterprise IT service environments, a data-driven approach, and a proven ability to enhance service quality, optimize operational processes, and build high-performing teams. This position is located in Washington, DC and will be a full onsite position.

Requirements

Bachelor’s degree in Computer Science, Information Systems, Communications, or a related field with 10+ (or commensurate experience)
10+ years of experience in IT service delivery, help desk, or customer support operations
Strong leadership and team management experience in a technical support environment
Proven success managing service desks in large enterprise environments
Expertise in SLA development, tracking, and reporting
Advanced analytical and problem-solving skills
Strong interpersonal and relationship management abilities
Excellent written and verbal communication skills
Ability to translate technical concepts for non-technical audiences
Proficiency in Microsoft Office and service management tools, specifically ServiceNow
Working knowledge of diagnostic and troubleshooting utilities
Exceptional organizational skills and attention to detail
Ability to prioritize and execute in high-pressure environments
Must be able to acquire and maintain a CFTC Public Trust

Nice To Haves

ITIL Certification(s)
PMP certification

Responsibilities

Lead daily operations of the Customer Service Center, supervising both onsite and remote technical support staff
Ensure delivery of high-quality Tier I, II, and III (VIP/“white glove”) support services
Serve as the primary escalation point for complex or high-priority incidents and requests
Manage ticket queues, ensuring timely resolution and adherence to SLAs
Develop, refine, and enforce escalation procedures and service workflows
Analyze service desk metrics to identify trends, gaps, and opportunities for improvement
Drive continuous improvement initiatives through data analysis, automation, and process optimization
Develop and report on key performance indicators (KPIs), service levels, and operational metrics
Oversee and maintain a high-quality knowledge base and solutions repository
Coordinate communication for outages, incidents, and emergency activities
Manage vendor relationships supporting CSC operations
Review customer satisfaction data and implement improvements to enhance user experience
Ensure confidentiality of all client, applicant, and company information
Train, coach, and mentor Service Desk and Desktop Support staff (Tier I–III)
Support employee development and career progression
Schedule staff and ensure appropriate coverage for all support operations
Foster a collaborative, customer-focused team environment
Develop and manage Service Level Agreements (SLAs) and performance frameworks
Advise leadership on operational risks, escalation needs, and support requirements
Consolidate and analyze data from multiple sources to improve reporting efficiency
Continuously evaluate reporting methods and recommend enhancements