Desktop User Experience (DUX) Service Delivery Manager - (idsdm091225.1)

Desktop User Experience (DUX) Service Delivery Manager

Cimarron is seeking a Desktop User Experience (DUX) Service Delivery Manager to support the Missile Defense Agency (MDA) on the Integrated Research and Development for Enterprise Solutions (IRES) contract at either Schriever Space Force Base in the Colorado Springs, CO area or at the Redstone Arsenal in Huntsville, AL.

Key Duties

• Ensure consistent, reliable IT service delivery within the Desktop User Experience (DUX) domain, including Microsoft 365, VDI/AVD, Windows Client OS, and mobile device management.
• Oversee service performance against SLAs and KPIs, driving continuous improvement through standardized management practices and team development.
• Lead incident and problem management, coordinating internal IT teams to resolve issues, conduct root cause analysis, and implement remediation solutions.
• Collaborate with stakeholders on change and release management, ensuring minimal disruption during IT service transitions and deployments.
• Manage vendor relationships, budgets, and project financial health, including forecasting and variance analysis.
• Provide regular service performance reports to senior leadership and business stakeholders.
• Support operations maintenance and sustainment while optimizing allocation of resources to improve efficiency and reduce costs.

Required Skills, Experience, and Education

• Due to facility security requirements, only U.S. citizens are eligible for consideration at the time.
• Ability to complete a pre-employment background check and drug screening, which will include but is not limited to testing for marijuana use.
• This position requires access to federal facilities. Candidates must possess a valid, unexpired Real ID-compliant driver's license or state-issued identification card at the time of hire. If you are unsure whether your ID is Real ID-compliant, please check for the star symbol in the upper portion of your driver's license or state ID.
• Ability to obtain a Secret clearance in a reasonable amount of time.
• Ability to work under pressure and manage multiple priorities effectively.
• Strong relationship management skills with the ability to communicate effectively with both technical and non-technical audiences.
• Excellent analytical, problem-solving, and decision-making skills.
• 12 or more years of general full-time work experience (may be reduced with completion of advanced education).
• 5 or more years of direct experience in an IT Service Delivery Manager or similar role.
• 1 or more years of experience working in a management or leadership role.
• Experience delivering and/or managing IT Service Delivery within large and complex organizations across government and commercial environments.
• In-depth understanding of the ITIL framework and best practices, including incident management, problem management, change management, and service release management.
• Experience with service management tools such as ServiceNow or BMC Remedy.

Desired Skills, Experience, and Education

• Active TS/SCI clearance.
• Experience supporting IT programs for the MDA and/or DoD.
• Project management experience.
• ITIL v4 Managing Professional Certification.
• 1 or more DoD 8570 or 8410 compliant certifications (ex., Security+).
• Microsoft Certified: Azure Administrator Associate or AWS Certified SysOps Administrator – Associate.
• Bachelor's degree (or higher) in Computer Science or Information Technology

Business Profile

Cimarron is a global solutions company with a strategic partnering approach to satisfying customer-driven requirements. We ensure customer success with a modern approach and experienced leadership. Driven by an entrepreneurial spirit, Cimarron is fueled by highly skilled employees, developing new innovative technologies, and delivering superior products and services. We believe in recognizing employees' worth by offering competitive salaries and benefits, including health, dental, and vision insurance, 401(k) contributions, educational reimbursement, and much more. From company communication through Company-wide information meetings led by our President and CEO, to an Awards program designed to recognize our amazing employees and their accomplishments, you will not only feel like you are a part of a team, you will be a valued member of the Cimarron family. Cimarron is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or any other characteristic protected by federal, state, or local law.