Service Delivery Manager at EKASYS INC

Herndon, Virginia, United States -

Full Time

Start Date

Immediate

Expiry Date

29 Jun, 26

Salary

0.0

Posted On

31 Mar, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Delivery Management, Contract Management, Service Desk Oversight, Staffing And Scheduling, Escalation Management, Performance Reporting, Process Improvement, Knowledge Management, Asset Lifecycle Management, Microsoft O365, Copilot, ServiceNow, Microsoft Azure, Cisco Secure Client, Zscaler, Windows 11

Industry

Information Technology & Services

Description

Location: Onsite at Washington DC Employment Type: Full-Time, 40 hours per week Clearance Requirement: Public Trust Position Summary: 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. Support Scope: * Serve as the Contractor’s contract manager and authorized interface with the CO andCOR andengage with agency and OCIO leadership asrequired. * Oversee two Service Desks withappropriate staffinglevels, scheduling, operational support procedures, and service level requirements to delivertimelyandaccuratesupport services. * Serve as the customer service escalation point of contact and produce service demand volume and performance reports. * Produce and/orvalidatestandard operating procedures and knowledge articles. * Contribute to OCIO process and operational supportsystemsworkflow definition, development, testing, and implementation. * Participate in testing and implementationfornew and existing computing devices, software, incident resolution, and problem resolution activities. * Support OCIO projects, provide staff resources, and manage assigned work. * Oversee the IT asset management lifecycle for user computing devices, including acquisition, inspection, recording, tracking, imaging, testing, distribution, recovery, and decommissioning. Key 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. Required Qualifications: * 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. Preferred Qualifications: * 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. Work Conditions and Contract Requirements: * This position isdesignatedas key personnel and serves as the Contractor’s contract manager for service delivery operations. * The role requires direct coordination with Government leadership, oversight of two Service Desks, and active support for service escalation, reporting, process improvement, knowledge management, and asset lifecycle oversight. * The Service Delivery Manager and Service Desk staff are expected toparticipatein operational testing, implementation activities, and OCIO projects as assigned. Application Process: Qualified candidates are invited to submit their resume and a cover letter detailing their relevant experience and qualifications. Please include any certifications and references that support your application. Equal Opportunity Employer: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Responsibilities

This role involves serving as the primary contract manager and interface with government representatives, overseeing service delivery operations including two Service Desks, staffing, scheduling, and ensuring contract requirements are met within a federal IT environment. Key duties include managing service escalations, producing performance reports, leading process oversight, and managing the IT asset lifecycle for user computing devices.