Service Operations Manager 

We are GDIT. We stay at the forefront of innovation to solve complex technical challenges. 

Discover new ways to securely and expertly apply the latest technology. Own your opportunity at GDIT and you’ll be a meaningful part of improving how agencies operate. Our work depends on a Service Operations Manager joining our team to support an important federal customer’s IT service operations, with the primary work location on-site in Washington DC.

At GDIT, we foster a people-centric environment. As a Service Operations Manager supporting our client, you will be trusted to manage high-impact teams across several functional areas including, Service Desk, Deskside Support, A/V Conferencing/Meeting Support functional areas. In this role, a typical day will include:

Collaborating with the customer, vendors and partners to maintain day to day service operations.  Manage the overall service operations and support of a wide range of IT services in multiple geographical locations (Washington DC, San Antonio TX, and Charleston SC).  Overall responsibility for Service Desk, Deskside Support, A/V Conferencing/Meeting Support, and Asset Management teams.Manage and motivate a workforce to deliver white-glove service to the end-user community, achieving high-impact contractual Acceptable Quality Levels (AQLs) covering a wide-range of service metrics, including (but not limited to) Customer Satisfaction, Speed to Answer, and First-Line Resolution.Serve as the primary interface with executive-level users, coordinating on-demand, ad-hoc, or customized service as required.Lead, coach and manage teams to improve customer service, efficiency and technical aptitude.Provide team leadership establishing internal procedures, ticketing, and escalation standards to ensure prompt resolution to incidents and service requests.Analyze call volume supply and staffing demand-forecasting reports to inform business decisions.Analyze customer surveys and other customer feedback and take appropriate action with a focus on continuous service improvement.Manage day to day operations, operational projects, and changes in operational focus areas.  Manage IT service requests, incidents, problem reporting, and ticket resolution tracking and reporting.Participate in weekly operational meetings to brief the customers on operational metrics, milestones, and escalations.Manage IT Asset Management (ITAM) to ensure proper inventory and tracking of client-owned IT assets, including desktop and laptop hardware and software, mobile devices, conferencing equipment, servers, network devices and other supporting systems.Lead the drafting of end-user operational communications.

Your success will be measured through successfully meeting or exceeding customer defined AQLs against multiple performance metrics, and demonstrated success improving, optimizing, standardizing, and streamlining customer support processes that have yielded improvements in customer satisfaction and resulted in cost reductions.

WHAT YOU’LL NEED: 

Bachelor’s degree or equivalent experience8 or more years of IT service experience, including 5 years of recent and related managerial experience for end-to-end service operations, service desk, or related managed service environment.Demonstrated experience with implementing and managing AQLs (or SLAs) on a service operations program within the last 5 years.Excellent verbal and written communication skills, and other soft skills with the ability to deftly achieve win-win conflict resolution outcomes with customers, peers and staff.Certification in ITIL v4 (or v3) Foundations or higher preferred.A PMP or equivalent certification is preferred.Help Desk Institute or Service Desk Institute Service Desk Manager Certification preferred.Familiar with Service Desk and ITSM technologies including:Remedy and/or ServiceNowAutomatic Call Distribution (ACD)Remote control technologies

WHAT GDIT CAN OFFER YOU:

Full-flex work week401K with company matchCustomizable health benefits packagesCollaborative teams of highly motivated critical thinkers and innovatorsInternal mobility team dedicated to helping you own your careerRewards program for high-performing employees