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IT Service Manager at AAC

Vienna, Virginia, United States -

Full Time

Start Date

Immediate

Expiry Date

04 Sep, 26

Salary

0.0

Posted On

06 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

IT Service Management, SLA Monitoring, Operational Leadership, Process Governance, Continual Service Improvement, Stakeholder Engagement, Performance Oversight, Knowledge Documentation, Workflow Creation, Team Coaching

Industry

Information Technology & Services

Description

Oversees IT service delivery operations across contracted support teams, ensuring compliance with contract service standards, SLAs, and performance objectives. This role provides operational leadership, process governance, and continual service improvement. Position requires on-site support. Responsibilities may include, but are not limited to: · Manage day-to-day IT support operations and personnel across all tiers. · Monitor SLA performance, queue health, ticket quality, and resolution timeliness. · Drive continuous improvement initiatives for service delivery processes. · Create and maintain service desk procedures, workflows, and knowledge documentation. · Engage with stakeholders to ensure service stability and responsiveness. · Provide leadership guidance, coaching, and performance oversight for support teams.

Responsibilities

Oversees IT service delivery operations and manages support personnel across all tiers to ensure compliance with SLAs. Drives continuous improvement initiatives and maintains service desk procedures and documentation.