IT Service Delivery Manager

1 week ago

Bloomington, Illinois, United States Info Gain Consulting Full time
Job Title: IT Help Desk Manager

We are seeking a highly skilled and experienced IT Help Desk Manager to lead our team in providing end-user support services, IT Service Management (ITSM) support, help desk, and User Access Management (UAM) support for a U.S. federal agency.

Key Responsibilities:
  • Lead and manage a team of IT professionals providing end-user support, ITSM support, help desk, and UAM support.
  • Foster a collaborative and high-performance team environment.
  • Conduct regular performance reviews, provide feedback, and implement professional development plans for team members.
  • Oversee the delivery of comprehensive end-user support services, including hardware and software troubleshooting, installation, and maintenance.
  • Ensure timely and effective resolution of user issues and requests.
  • Develop and implement best practices and standard operating procedures for end-user support.
  • Manage ITSM processes and tools to ensure efficient service delivery and incident management.
  • Monitor and report on key performance indicators (KPIs) and service level agreements (SLAs).
  • Drive continuous improvement initiatives to enhance IT service delivery and user satisfaction.
  • Oversee the operation of the help desk, ensuring it provides effective and responsive support to end users.
  • Implement and maintain help desk software and tools for ticket management and tracking.
  • Ensure help desk staff are trained and equipped to handle a wide range of technical issues.
  • Oversee the management of user access controls, ensuring compliance with federal security policies and standards.
  • Implement and maintain robust access management processes, including user provisioning, de-provisioning, and access reviews.
  • Collaborate with security teams to address access-related security incidents and vulnerabilities.
  • Ensure all support services comply with federal agency regulations, policies, and standards.
  • Prepare and present regular reports on service performance, compliance, and security to senior management and federal agency stakeholders.
  • Stay updated on federal IT policies and guidelines, ensuring the team's practices align with the latest requirements.
Qualifications:
  • Bachelor's degree in Information Technology, Computer Science, or a related field.
  • Minimum of 5 years of experience in IT service management, end-user support, help desk, or user access management, with at least 3 years in a supervisory or managerial role.
  • PMP (or similar) certification is required. Additional certifications such as CISSP, CISM, or ITIL Foundation certification are a plus.
  • Proficiency in ITSM tools (e.g., ServiceNow, BMC Remedy), help desk solutions, UAM solutions, and IT support software.
  • Strong understanding of federal IT policies and compliance standards.
  • Proven ability to lead and motivate a team, manage performance, and drive continuous improvement.
  • Excellent verbal and written communication skills, with the ability to effectively interact with federal agency stakeholders and senior management.
  • Strong analytical and problem-solving abilities, with a focus on delivering practical and innovative solutions.
Benefits:
  • 401(k)
  • Dental insurance
  • Health insurance
  • Paid time off
  • Vision insurance
Experience:
  • Help desk management: 3 years (Preferred)
License/Certification:
  • PMP (Preferred)
Work Location:
  • Remote

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