Service Delivery Manager

JOB DESCRIPTION

Position Title: Service Delivery Manager

Reports to: IT Project Manager

Subsidiary: Leisnoi Professional Services, LLC

Location: Washington D.C.

Job Status: Regular Full -Time

Position Summary:

The Service Delivery Manager oversees the delivery of IT services within a complex, dynamic federal operations environment. This leader is responsible for ensuring operational excellence through strategic management of Service Desk teams, implementation of service management best practices, and the application of innovation across all facets of IT service delivery and asset management. With demonstrated progressive experience, the Service Delivery Manager steers critical service operations, collaborates with senior stakeholders, and drives continuous improvement to meet evolving business needs. This position is available due to upcoming anticipated contract work.

Key Responsibilities

• Service Desk Management: Direct, supervise, and coordinate Service Desk operations, including staffing, scheduling, technical support, and escalation point of contact.
• IT Asset Management: Oversee full lifecycle of IT asset management for user devices, including acquisition, imaging, configuration, deployment, recovery, and decommissioning.
• Process Excellence: Develop, validate, and enforce operational standards, service delivery procedures, and knowledge articles. Lead operational process improvements and change management initiatives.
• Technical Leadership: Serve as technical escalation resource for Service Desk staff. Provide hands-on expertise with tools such as Microsoft O365, ServiceNow, Azure, Cisco Secure Client, Zscaler, Windows 11, Apple iOS, AV and network equipment.
• Stakeholder Collaboration: Collaborate regularly with senior customer stakeholders, integrating feedback and reporting on service metrics and operational outcomes.
• Performance Analysis: Track, analyze, and report service level metrics, customer satisfaction data, and recommend corrective actions or innovations based on findings.
• Compliance & Security: Ensure adherence to IT security, federal policies, and industry best practices in all service delivery activities.

Required Qualifications

• ITIL v3 Foundations certification required
• Bachelor's degree in Information Technology, Computer Science, or related discipline; advanced degree strongly preferred
• 10+ years of progressive, hands-on experience managing Service Desk functions, staff, and the development/maintenance of operational support systems and processes in an agile, Federal IT environment
• Demonstrated expertise with technologies such as Microsoft O365, ServiceNow, Azure, Cisco Secure Client, Zscaler, Windows 11, Apple iOS, AV/telecom equipment, network topologies, and asset management workflows.
• Deep understanding of ITIL frameworks and ITSM concepts
• Leadership and supervisory experience in managing highly technical Service Desk personnel and initiatives.
• Comprehensive experience in project management, resource allocation, process innovation, and staff development
• Exceptional written and verbal communication, problem-solving, and decision-making skills

Preferred Qualifications

• Prior federal government IT Service Desk management experience
• Deep familiarity with NLRB, federal agency missions, and operational IT needs

Compensation and Benefits

• Competitive salary range commensurate with experience.
• Comprehensive benefits package including health insurance, 401(k) matching, paid time off, and professional development opportunities.
• Unique opportunities for personal growth and meaningful community impact as part of an ANC

Leisnoi is an Equal Opportunity Employer

Leisnoi considers all applicants for employment without regard to race, color, sex, national origin, religion, age, physical or mental disability, family responsibility, marital status, sexual orientation, political affiliation, veteran's status or any other legal protected status. Pursuant to The Alaska Native Claims Settlement Act 43 U.S.C. Sec. 1601 et seq., and federal contractual requirements, Leisnoi Corporation, may legally grant certain preference in employment opportunities to Leisnoi Shareholders and their Descendants. EOE/AA/M/F/D/V