Desktop User Experience Service Delivery Manager

Secret Cybersecurity 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.

Requirements

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

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.