Service Delivery Manager

Inserso is seeking a Service Delivery Manager to provide support to our DHS customers worldwide. This position leads onsite and remote Tier 2 support that requires prompt action and quick resolution of user IT issues to minimize downtime. These IT issues include hardware, software, applications, network diagnostics, cloud and other IT services, as requested.

The Service Delivery Manager is a manager that reports to an ITFO Operations Manager and provides IT Field Operations (ITFO) support for 24x7 LANs and associated applications, peripherals, connectivity, and end-users in a Service Desk supported Tier II environment. This position relies on instructions and pre-established guidelines to perform the functions of the job while working independently and/or under immediate supervision. A certain degree of creativity and latitude is required.

Responsibilities:

• Plans and develops methods and procedures for service delivery to the end users, directs and coordinates projects and exercises control over personnel responsible for specific functions or phases of the service delivery program
• Serves as a designated manager to technical leads and systems engineers to include project/task delegation, monitoring work quality and providing technical direction
• Supports technical escalations and facilitates technical training and mentoring for new employees
• Acts as senior technical point of contact and overall go-to person for assigned key customer(s)
• Prepares and submits monthly, weekly, daily, and ad hoc IT service-related reports and/or data calls
• Leads team meetings with technical leads, engineers, administrators, technicians and external support groups and client IT management
• Coordinate and provide LAN administrator support with the installation, configuration and maintenance of network communication devices, servers, network storage arrays and tape backup units
• Provide support of network attached devices such as computers, printers, fax machines, biometric devices, electrocardiograms, x-ray machines, smart display, and sensors
• Identification of work product deficiencies and implementation of effective solutions to improve service to customers
• Monitors ITSM (ServiceNow) assignment groups and applies troubleshooting needed to resolve tickets
• Update tickets following documentation templates and/or guidelines to ensure quality requirements are met
• Provide daily, weekly, and monthly activity reports describing activities accomplished in a timely manner
• Provide inventory support and input to the provided inventory system for the customer
• Participate in pre-scheduled after-hours support of weekly on-call rotation and/or as a team member supporting special projects or events
• Analyzes functional business requirements and design specifications for functional activities
• Effectively contribute to technical discussions and develop and present required briefing materials to ensure the customer’s needs are met
• Should provide identification/fixing for the problems within existing systems design/implementation of new systems, enhances the existing systems and participates in analysis, design, and new construction of next generation IT systems
• Manages client interaction and expectations regarding service delivery efforts while developing lasting relationships with client personnel and other support groups to foster success
• Identification of operational risks and development of mitigation strategies
• Ensures consistency and quality of service delivery efforts and deliverables within assigned area of responsibility
• Must possess experience of system engineering in one or more areas including telecommunications concepts, computer languages, operating systems, database/DBMS, and middleware
• Review and approval of Timesheets, Expense Reports and Travel Requests
• Drives the hiring process to ensure continual progress, identification of positions at risk, develops a pipeline of candidates to maintain a high staffing to plan ratio, performs technical interviewing and issuance of staffing recommendations
• Provides performance management by conducting effective evaluations and mentoring team members through formal and informal channels
• Serves as escalation POC for Government IT Managers
• Provides evaluation, training, coaching and mentorship of system engineers
• Fulfills routine and ad-hoc technical and service-related reporting requests

Required Skills/Experience:

• Must be a U.S. Citizen and pass the DHS Employment Eligibility Verification process
• Associate Degree or equivalent experience
• 10 years of IT-related support experience, preferably through progressive technical roles
• 3 years’ experience of IT support in an Enterprise environment (10,000 end-users)
• 1 year experience in a lead technical role or supervisory position supporting a group of 5 or more
• Solid understanding of ITIL principles and ability to obtain ITIL certification within 90 days of start
• Experience evaluating system performance results and recommending improvements or optimizations
• Experience functioning as a technical expert across multiple project assignments
• Attention to detail and follow-through
• Ability to work with minimal supervision
• Must pass Motor Vehicle Records check as this position is classified as a “Regular Driver” and overnight travel may be required (Actual travel percentage varies based upon location but is typically less than 20%). Must maintain a state of travel readiness required to take prompt action on support requests which may require local and/or overnight travel to Government locations (Local short notice travel to customer sites is common, extended overnight and air travel is typically less than 5% per year).
• Must be comfortable working in a Law Enforcement environment which may consist of locations similar to detention facilities, prisons, or jails
• If the position requires you to enter certain facilities, you may be required to attest to or provide proof of COVID-19 vaccination or be able to provide a negative COVID-19 test result based upon time frames established by the applicable facility. Additionally, you may be required to wear a face mask and adhere to social distancing requirements, unless the position is 100% telework

Preferred Skills/Experience:

• Possesses and applies expertise on multiple complex work assignments which are broad in nature, requiring originality and innovation in determining how to accomplish tasks
• Ability to apply a comprehensive knowledge across key tasks and high impact assignments
• Experience planning and leading major technology assignments and projects
• Subject matter expert with the setup, configuration and administration of servers and backups
• Experience performing IT hardware repairs and installing replacement parts
• ITILv4, PMP, MCSE, A , Security , Project , or other relevant certifications

Physical and/or Mental Qualifications, if applicable*:

• Outstanding communication skills in both formal and informal formats with customers, stakeholders, and technical specialists.
• This work requires that an individual position themselves to access computer and related equipment connections and be able to transport objects or equipment weighing up to 50 lbs

*Reasonable accommodation will be made for qualified individuals with a disability, where such accommodation will not impose an undue hardship during the application process and on the job