Service Delivery & Support Manager w/Secret Clearance

Responsibilities & Qualifications We are seeking a Service Delivery & Support Manager for the CSES contract. The Service Delivery & Support Manager is responsible for end‑user service delivery functions and underlying processes, including event, problem, incident management, request fulfillment, ITSC operations, and desk‑side support. This role works across CCS Government lines of authority to ensure seamless, integrated service delivery.

REQUIRED QUALIFICATIONS

Experience Experience managing and delivering IT service operations in a cross‑functional environment with requirements of similar size, scope, and complexity. Certifications Must meet applicable DoD 8140 cyberspace workforce qualification requirements for the assigned work role, including an approved baseline certification equivalent to IAM Level I or IAT Level I. ITIL 4 Managing Professional certification, or current equivalent ITIL 4 role‑aligned certification; related modules/exams should be best‑tested. Education Bachelor's in IT, Management, or related field or additional 4 years experience in lieu. Clearance Secret

RESPONSIBILITIES

Manage end‑user service delivery across ITSC, desk‑side support, incident, problem, request fulfillment, event, and related service operations processes. Coordinate operational support across service owners, Government stakeholders, technical teams, and customer‑facing support teams. Ensure service delivery functions meet SLA/SLO targets, quality standards, operational procedures, and customer expectations. Identify and implement service operation improvements that reduce friction, increase consistency, and improve customer outcomes. Drive cross‑functional resolution of service delivery issues, handoff problems, escalations, and process gaps. Support reporting, governance, performance reviews, corrective actions, and continuous improvement for service delivery operations. Overview Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Location: DMV Environment: On Site Noise level: Low Schedule: Day shift Monday – Friday. May be requested to work evenings and weekends to meet program and contract needs. Travel: Less than 10% Work Authorization/Security Clearance U.S. Citizenship Secret Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch; reach with hands and arms; talk and hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 25 pounds, and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus. Other Information Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Benefits We offer our full‑time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short‑term and long‑term disability plans, vacation time and holidays.

EQUAL EMPLOYMENT OPPORTUNITY

In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, sexual orientation, gender identity, protected veteran status, national origin, disability, age, genetic information or any other characteristic protected by law (referred to as “protected status”). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company‑sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment. TekSynap is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. #J-18808-Ljbffr TekSynap