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The Service Delivery Manager leads day-to-day Service Desk activities for a federal IT support program serving approximately 700 users across headquarters and distributed field locations. This role is responsible for maintaining service levels, coordinating a small team of technical support staff, and ensuring consistent delivery of IT support services within an IT Service Management (ITSM) environment.
The Service Delivery Manager reports to the Director of Operations / Senior Program Manager and supports execution of established service delivery processes, performance tracking, and continuous improvement efforts.
Responsibilities
- Lead daily Service Desk activities across Tier 1, Tier 2, and Tier 3 support personnel
- Monitor service level performance, including response times, resolution rates, and customer satisfaction metrics
- Serve as the primary point of contact for Government stakeholders, including the Contracting Officer’s Representative (COR), for routine service delivery matters
- Track and report service desk metrics, including ticket volume, first call resolution, and backlog trends
- Ensure all incidents and service requests are documented, tracked, and resolved within the ITSM system (ServiceNow)
- Coordinate escalation of complex issues and support timely resolution through appropriate technical resources
- Manage workload distribution and staffing coverage to meet service demand, including surge support when required
- Support knowledge management activities, including development and maintenance of knowledge articles and standard operating procedures
- Oversee execution of IT asset management activities, including coordination of asset tracking, imaging, deployment, recovery, and decommissioning processes
- Identify service delivery issues and implement corrective actions to maintain performance standards
- Support ongoing service improvements within the established team structure
- Other duties as assigned.
Qualifications
- Minimum of 10 years of experience in IT service delivery, service desk operations, or IT operations support
- Demonstrated experience managing a tiered Service Desk (Tier 1–3) in a federal or enterprise IT environment
- ITIL v3 Foundation certification (required)
- Hands-on experience using ServiceNow ITSM platform (required)
- Experience tracking service level agreements (SLAs) and performance metrics
- Experience supporting or overseeing IT asset management lifecycle activities (inventory, imaging, deployment, tracking, and decommissioning)
- Ability to lead a small team while remaining engaged in day-to-day service delivery activities
- Strong communication skills with experience interfacing with Government stakeholders
- Experience supporting distributed users and remote support environments
Preferred
- Experience supporting federal agencies or government contracts
- Familiarity with endpoint support environments (Windows 11, O365, remote access tools, mobile devices)
- Experience supporting asset accountability and audit support activities
About Us
Diné Development Corporation (DDC) is a Navajo Nation owned family of companies that provides government agencies and commercial organizations with high-quality IT, professional, environmental, and research and development services. DDC is dedicated to empowering the Navajo Nation and communities we serve.
Diné Development Corporation (DDC) is a Navajo Nation owned family of companies that provides government agencies and commercial organizations with high-quality IT, professional, environmental, and research and development services. DDC is dedicated to empowering the Navajo Nation and communities we serve.
Benefits
Eligible full-time employees receive a comprehensive benefits package, including medical, dental, vision, life and disability coverage, retirement savings with company match, paid time off, voluntary supplemental benefits, and access to an employee assistance program. The package also includes educational assistance, with tuition reimbursement.
Eligible full-time employees receive a comprehensive benefits package, including medical, dental, vision, life and disability coverage, retirement savings with company match, paid time off, voluntary supplemental benefits, and access to an employee assistance program. The package also includes educational assistance, with tuition reimbursement.
EEO Statement
This contractor and subcontractor shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, national origin, or for inquiring about, discussing, or disclosing information about compensation, or any other basis prohibited by law. We participate in E-Verify.
This contractor and subcontractor shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, national origin, or for inquiring about, discussing, or disclosing information about compensation, or any other basis prohibited by law. We participate in E-Verify.
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