Desktop User Experience Service Delivery Manager
- Ensure consistent, reliable, and efficient cybersecurity service delivery within a technical domain
- Ensure high-quality service and drive continuous improvement through standardized management practices, measuring team efficiency, and fostering ongoing team development
- Act as the primary point of contact for leadership regarding the performance of IT and cybersecurity service delivery in design, transition, deployment, and operational support
- Demonstrate strong leadership, interpersonal, and management skills along with a solid understanding of technology services within the Desktop User Experience technical domain
- Oversee the end-to-end delivery of IT service quality within the Desktop User Experience domain
- Monitor, manage, enhance and report on IT service performance against agreed SLAs, and KPIs
- Foster a culture of continuous improvement and knowledge sharing within the team. Ensure the team has the necessary skills and resources to deliver excellent service
- Oversee the resolution of major incidents and problems impacting service delivery
- Coordinate internal IT teams to drive root cause analysis, After Action reports, and remediation solutions
- Understand, evangelize, and enforce service delivery lifecycle principles envisioning, design, plan, stabilize and deploy phases
- Collaborate with the Change Management team to ensure changes to IT services are implemented in the most effective and efficient manner, and with minimal disruption to the business
- Identify opportunities for service improvement and drive initiatives to enhance service quality, efficiency, and cost-effectiveness
- Provide regular reports on IT service performance to senior management and business stakeholders
- Manage relationships with key IT vendors, ensuring they deliver services according to agreed contracts and SLAs
- Contribute to the development and management of the IT service delivery budget. Track and control service delivery costs
- Maintain awareness of the financial health of assigned projects, including budget management, forecasting, and variance analysis
- Oversee and actively participate in operations maintenance and sustainment activities
- Optimize the allocation and utilization of operational resources, identifying opportunities to improve efficiency and reduce costs
- Other duties as assigned
Education/Training:
- Bachelor’s Degree in relevant engineering or science discipline required
- Master’s Degree preferred
- Current DoD 8570 or 8410 compliant certifications (i.e. Security+) preferred
- ITIL v4 Foundation Certification preferred
- Relevant Technical Certifications (Azure Administrator Associate, AWS, etc.) preferred
Experience:
- 12+ years of professional experience in the required task area
- 5+ years of professional experience as an IT Service Delivery Manager or similar role
- 1+ years of professional experience working in a management or leadership role
- Experience, knowledge of, or exposure to delivering and/or managing IT Service Delivery within several large and complex organizations across government and commercial environments
- In-depth understanding of ITIL framework and best practices, including incident management, problem management, change management, and service release management
- Experience with service management tools (e.g., ServiceNow, BMC Remedy)
- Working knowledge and understanding of the following technical areas:
- Microsoft 365 (M365) Email and Collaboration
- Virtual Desktop Infrastructure (VDI) and Azure Virtual Desktop (AVD
- Windows Client Operating Systems
- Desktop Management
- Client-side Application Management
- Mobile Device Management (MDM
- File & Print Services
Security:
- Must be a US citizen
- Candidate must be in possession of a minimum DoD issued Secret Clearance and eligibility for TS/SCI
- Candidates with active current TS/SCI preferred
Physical Requirements:
- Able to occasionally reach with hands and arms
- Prolonged periods of computer screen use, while sitting or standing at a desk
- Adhere to safety protocols when in work areas requiring use of PPE (e.g. eyewear, gloves, masks, hearing protection, steel toed shoes, etc.)
- Able to safely lift and carry up to 20 pounds at a time
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Short Term & Long Term Disability
- Training & Development
- Wellness Resources
Salary: $150,000.00 - 180,000.00
Salary rates for this position are competitive and commensurate with experience and industry standards. We offer a comprehensive benefits package that may include health insurance, paid time off, and retirement savings options.
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