IT Service Delivery Manager

Job Locations US-VA-McLean | US-VA-McLean
Position Type
Regular Full-Time
Clearance Level
Able to obtain

Overview is seeking an experienced, motivated, and dedicated individual to join our company as an IT Service Delivery Manager. As part of our IT solutions team, you oversee a staff of help desk professionals, and you are the primary supervisor of the problem management, new hire onboarding and issue escalation process. In addition to personally tending to high-level problem resolution, you ensure continuity of service by administering staff schedules and on-call shifts, developing and refining issue resolution processes to reduce turnaround and eliminate down time, and fostering a collaborative, cooperative atmosphere.

This is a supervisory role, and our ideal candidate has considerable prior experience in an IT help desk support position, including experience leading others. The successful candidate will work closely with the Director of IT Operations and Compliance and the Director of IT Engineering.  The successful candidate will have relevant experience with end user support, personnel management, asset management, procurement, and problem solving.

What you will do

  • Oversee a team of help desk professionals, ensuring timely and efficient problem resolution
  • Resolve escalated and priority issues
  • Set coverage and on-call schedules to ensure constant service coverage
  • Develop, refine, and document problem resolution processes
  • Maintain and update onboarding documentation and processes for new hires
  • Develop, refine, and document standard IT operating procedures
  • Oversee IT procurement and asset management

What you need to have

  • Bachelor’s degree in IT or a related technical field
  • Five years of experience in an IT or help desk environment
  • Comprehensive knowledge of IT best practices and processes
  • Strong communication, organizational, and leadership skills
  • Experience as a manager in a company setting
  • Experience establishing and executing B2B procurement (e.g., direct with Dell, HP, Cisco)
  • Experience reconciling invoices with Finance department
  • Experience closely working in cross-functional teams (e.g., with HR, Finance, Facilities)
  • Disciplined self-starter who can successfully bring projects and tasks to closure with a minimum of direction, guidance, and oversight.
  • Team player with the ability to interact and communicate with end-users and peers in a positive, collaborative, and constructive manner
  • Good organizational and time management skills to handle multiple tasks simultaneously
  • Strong documentation and communication skills
  • Experience developing and monitoring IT policies & procedures
  • Clearance: ability to obtain and maintain a Secret level security clearance and work with export-controlled CUI

What we'd like you to have

  • Experience with Microsoft 365, networking, remote access, and end-point management
  • Experience working closely with an information security officer
  • Experience with IT service delivery of SaaS solutions
  • PMP Certification
  • An active USG Secret or higher level security clearance

About is a new leader in decision dominance serving the national defense and intelligence communities. The Company delivers high-end capabilities across the data and digital spectrum to deliver information superiority and decision support. provides a comprehensive suite of solutions including artificial intelligence and machine learning, data science, advanced analytics, offensive and defensive cyber, data management, cloud solutions, digital engineering, and systems integration.’s customers, including the U.S. Intelligence Community, Department of Defense, and U.S. Federal Government, rely on its advanced technology solutions to analyze information, manage risk, and solve complex problems, leading to better decision making. Headquartered in Columbia, Maryland, has additional locations in Virginia, Massachusetts, and California. is an Equal Opportunity/Veterans/Disabled Employer. 


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