IT Service Delivery Manager

6 days ago

Fort Belvoir, Virginia, United States Chenega MIOS SBU Full time
Job Summary

Chenega MIOS SBU is seeking a highly skilled IT Service Delivery Manager to join our team. As a key member of our IT department, you will be responsible for ensuring the smooth operation of our Remedy Queue system.

Key Responsibilities
  • SLA Management: Monitor the performance of AITP Service Level Agreements (SLAs) and ensure incidents and service requests are resolved in accordance with defined AITP SLA targets.
  • Queue Management: Monitor queues and reallocate tickets to meet response time deadlines, including VIP ticket response.
  • Resource Allocation: Coordinate tickets that cross organizational boundaries to ensure customer satisfaction.
  • Ticket Assignment: Assign tickets that are out of scope to the Service Desk/Other Teams.
  • Relationship Ticket Management: Ensure relationship tickets are related to the parent ticket and proper follow-up is performed once an incident is resolved.
  • Resource Coordination: Coordinate resources with teams across disciplines to ensure AITP SLA targets are met.
  • Communication: Assist with presentations at agency meetings and conferences concerning new IT support procedures, equipment, methods, and approaches.
  • Team Leadership: Lead other team members to identify and eliminate chronic customer relations problems and share "lessons learned" with other IT specialists within and outside the organization.
  • Knowledge Sharing: Keep the team members apprised of new developments in customer relations.
  • Innovation: Lead the formulation and implementation of innovative techniques for achieving and maintaining a high level of customer satisfaction in conjunction with organizational effectiveness.
  • Customer Support: Refer customers to appropriate resources for response to inquiries or resolution of problems.
  • Remedy Profile Management: Investigate frequent and significant transmission/communications problems from Remedy and coordinate with the supported tenant.
  • Remedy Ticket Creation: Create a remedy profile creation and update tickets.
  • Remedy Ticket Submission: Create Remedy tickets for NIPR, SIPR, Privileged Access, and Remedy accounts.
  • Remedy Profile Investigation: Investigate Remedy profile issues when identified by the user.
  • Remedy Support Group Modification: Submit modifications for Remedy Support Groups when requested by the tenants.
  • Tier 2 Support: Perform duties associated with Tier 2 level customer support functions.
  • IT Request Management: Submit all initial IT requests to the Help Desk and monitor the progress of the requestor.
  • Customer Service: Utilize acquired knowledge to balance user requirements, available resources, and organizational goals and objectives while striving to maintain top-quality customer service.
  • Team Meetings: Attend bi-weekly Army Enterprise Service Management Platform (AESMP) and Remedy team meetings for updates to policies, processes, and requirements.
  • Process Improvement: Attend weekly Remedy team meetings to focus on goals and future enhancements to processes.
Requirements
  • Education: Bachelor's degree in a related field.
  • Experience: 4+ years of relevant experience.
  • Clearance: Secret clearance Tier 3 investigation required.

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