Service Delivery Manager

EKASYS INC • Herndon, VA

1d • Onsite

About The Position

Ekasys is seeking an experienced Service Delivery Manager to serve as the Contractor’s contract manager and authorized interface with the Government Contracting Officer (CO), the Contracting Officer’s Representative (COR), and, as needed, National Labor Relations Board (NLRB) and Office of Chief Information Officer (OCIO) leadership. This role oversees service delivery operations, supervises Contractor personnel, and ensures contract requirements are executed effectively in a fast-paced federal IT environment.

The Service Delivery Manager oversees Service Desks, supports staffing and scheduling, serves as the service escalation point of contact, produces service demand and performance reporting, and leads process, knowledge, and asset lifecycle oversight for user computing devices and related operational support services.

Requirements

• Experience managing work in a fast-paced agile IT operations environment, with the ability to balance immediate service delivery needs and long-term strategic plans, goals, andobjectiveswhile applying industry best practices, service management frameworks, and federal IT security and policy requirements.
• Extensive hands-on experience using technologies such as Microsoft O365 and Copilot products, ServiceNow, Microsoft Azure, Cisco Secure Client, Zscaler, Windows 11, network topologies, Apple iOS, AV equipment, telecom equipment, and related tools to resolve user support requests, IT problems, and Service Desk escalations.
• Experience actively using available tools and operating procedures to perform management duties, prepare processes and technical support procedures, and produce service demand, operational performance, and asset reports.
• Proven leadership experience managing highly technical Service Desk personnel across complex platforms and initiatives, while providing technicalexpertise, consultative services, and staff coordination to drive successful service delivery performance.
• Extensive experience supervising and managing Service Desk operations for the federal government, including asset management, knowledge management, hardware, software, and peripheral device testing, and configuration management.
• Experience contributing to service delivery workflow processes, related technology development and administration, project management planning, scheduling, resource allocation, and organizational change implementation.
• Extensive experience managing IT Service Desk and technical support personnel, including staff training and discipline aligned with contracted service requirements.
• Experience managing IT asset management for desktop software and user computing device refresh, imaging, testing, distribution, repair, decommissioning, accounting, security vulnerability mitigation, and moves.
• Experience composing,validating, and implementing service delivery operational processes and technical procedures that ensure service intake, tracking, and resolution.
• Experience producing, analyzing, and recommending service delivery changes based on service level requirements, metric results, customer experience survey feedback, and other service performance results.
• Experience interacting directly with federal personnel and other contractorson a daily basisto support user experience, service fulfillment, incident management, and continuous improvement.
• Strong leadership, problem-solving, written communication, and verbal communication skills.

Nice To Haves

• 10+ years of experience managing Service Desk functions, staff, and the development and maintenance of related operational support systems and service delivery processes and procedures.
• Knowledge of NLRB mission, goals,objectives, operational functions, services, and supporting technologies.
• ITIL v3 Foundations certification.
• Strong knowledge of ITIL Service Operations, withdemonstratedapplication of ITSM best practices and standards in service delivery work efforts, products, and operational outcomes.

Responsibilities

• Formulate, enforce, and improve work standards for service delivery operations.
• Assign Contractor work, project tasks, and schedules; review work products; resolve work and report discrepancies; and supervise Contractor personnel.
• Communicatecontract and organizational policies, plans, and requirements to subordinate staff.
• Provide technical escalation support for Service Desk staff while helpingmaintaintimelyandaccurateuser support services.
• Use available tools, procedures, and operational data to manage service delivery, prepare technical support procedures, and produce operational and asset reports.
• Support workflow, process, and operational change activities tied to service delivery improvement and organizational needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 1-10 employees