Run the organization that delivers IT services
Allocate and adjust resources and responsibilities across the team to ensure a seamless end-user experience
Ensure SLAs are met or exceeded
Collaborate and/or direct the collaboration with engineering teams on monitoring and measuring the performance of the current IT Service Delivery platform and processes
Collaborate and/or direct the collaboration with peer Service Provider organizations
Own and is accountable for all Service Delivery processes to include Incident, Change, Request, and Escalation processes
Responsible for a successful execution and evolution of those processes to deliver business results and to develop team members
Plan and apportion work of employees including interviewing, selecting, training, recommending the setting and adjusting of rates of pay and hours of work, coaching and assessing performance, and ensuring compliance with company and regulatory policy

Requirements

Bachelor’s Degree or equivalent years of experience required
Experience with and/or working familiarity with the USG procurement processes
Ten or more years of experience supporting the US Intelligence Community
A minimum of 10 years’ experience in infrastructure and operations support
A minimum of 5 years’ experience in a customer-facing role
A minimum of 5 years’ leadership experience at general management level (supervisory experience)
Strong verbal and written communications skills
Familiarity with ServiceNow, the ITIL Framework, Service Level Agreements (SLAs); prior experience in hiring and making staffing decisions

Benefits

Medical/Dental/Vision coverage
401(k) plan
Tuition reimbursement program
Paid Time Off and Holidays (at least 23 days of vacation each year and 9 company-designated holidays)
Paid Parental Leave
Paid Caregiver Leave
Additional sick leave beyond what state and local law require may be available but is unprotected
Adoption Reimbursement
Disability Benefits (short term and long term)
Life and Accidental Death Insurance
Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
Employee Assistance Programs (EAP)
Extensive employee wellness programs
Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

IT service deliveryincident managementchange managementrequest managementescalation managementinfrastructure supportoperations supportUSG procurement processesITIL frameworkService Level Agreements (SLAs)

Soft Skills

leadershipcommunicationteam managementcoachingperformance assessmentresource allocationcollaborationproblem-solvinginterpersonal skillstraining