Client Services Manager

Client Services Manager

The Client Services Manager is responsible for leading the organization's IT Service Delivery function, including multi-site Help Desk operations, Unified Communications (UC), and Video Teleconferencing (VTC) support teams. This role ensures consistent, high-quality customer support across the United States through standardized ITIL practices, strong leadership, and the effective use of ServiceNow as the enterprise ITSM platform. The Manager oversees daily operations, service performance, escalation management, and customer satisfaction across all client-facing support channels. This position is on site in Washington, DC.

Key Responsibilities:

• Manage multi-site Help Desk/Service Desk teams located across the U.S., ensuring consistency in service delivery and customer experience.
• Oversee all frontline IT support activities within ServiceNow, including incident management, request fulfillment, queue monitoring, ticket routing, SLA tracking, and escalation workflows.
• Ensure strict adherence to ITIL-based processes (Incident, Request, Problem, Change, Knowledge).
• Create staffing plans, shift schedules, and cross-site support models to ensure full coverage.
• Use ServiceNow dashboards, analytics, and reporting to track trends, performance, and operational health.
• Conduct ticket quality reviews, SLA compliance checks, and service performance audits.
• Drive continuous improvement by leveraging ServiceNow data to identify gaps, bottlenecks, and automation opportunities.

Unified Communications (UC) & VTC Management

• Oversee UC and VTC teams responsible for collaboration platforms, conferencing technologies, and event support.
• Manage scheduling, readiness, and live support for executive-level meetings and high-profile VTC sessions.
• Partner with engineering, AV, and network teams to maintain reliable UC/VTC infrastructure and improve service performance.
• Ensure all UC/VTC requests, incidents, tasks, and changes are tracked appropriately in ServiceNow.

Client Engagement & Escalation Management

• Act as the senior escalation point for service delivery, help desk, UC, and VTC issues.
• Build strong, transparent relationships with customers and stakeholders through consistent communication.
• Lead service reviews, incident post-mortems, and client feedback sessions using ServiceNow reports and metrics.

Operational Governance & Continuous Improvement

• Foster an ITIL-aligned service culture, ensuring repeatable processes and continuous improvement.
• Maintain knowledge articles, SOPs, runbooks, procedures, and training materials within ServiceNow Knowledge Management.
• Identify automation opportunities through ServiceNow (workflows, AI routing, virtual agents, request catalog improvements).
• Support vendor management, lifecycle planning, and platform upgrades aligned with UC and service delivery roadmaps.
• Provide regular service delivery dashboards, metrics, and executive reports created through ServiceNow.

Required Qualifications:

• Bachelor's degree in IT, Business, Communications, or equivalent experience.
• 57+ years managing IT Service Delivery or Help Desk operations across multiple locations.
• US Citizenship
• TS or DOE Q level clearance

Strong, hands-on experience with ServiceNow as an ITSM platform (Incident, Request, Knowledge, SLA tracking, dashboards, reporting).

• Experience working in ITIL environments with a solid understanding of key ITIL practices.
• Leadership experience managing frontline support teams and collaboration technology teams.
• Technical understanding of UC and VTC platforms (Microsoft Teams, Zoom, Cisco, etc.).
• Excellent communication, customer service, and stakeholder engagement skills.
• Ability to manage complex operations and fast-paced environments.

• ServiceNow Administrator or ITSM specialization experience (preferred but not required).
• ITIL Foundation certification or higher.
• Experience with executive-level VTC or mission-critical AV/UC support.
• Familiarity with AV systems, network fundamentals, and collaboration technology integrations.

WHAT YOU'LL NEED TO SUCCEED

• Education: Bachelor of Arts/Bachelor of Science
• Experience: 5+ years of related experience
• Security clearance level: TS or DOE Q
• US citizenship required
• Ability to go on site daily in Washington DC

General Dynamics Information Technology