Desktop User Experience Service Delivery Manager

Job Description

Job Description

• 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

Requirements

Education/Training:

• Bachelor’s Degree in relevant engineering or science discipline required
• Master’s Degree preferred
• Must have, or obtain within 6 months of start date, current DoD 8570 or 8410 compliant certifications (i.e. Security+)
• 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

Benefits

• 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.