Service Area Manager (IT Service Delivery)

TL;DR

Service Area Manager (IT Service Delivery): Leading and overseeing Customer Service Center operations for a federal client with an accent on Tier I-III IT support and SLA compliance. Focus on optimizing operational processes, enhancing service quality, and managing high-performing technical teams.

Location: Full onsite in Washington, DC

Salary: $95,000 - $120,000 Annually

Company

hirify.global transforms government IT by delivering innovative services and solutions to improve agency operations and citizen services.

What you will do

• Lead and oversee Customer Service Center (CSC) operations for a large federal client.
• Manage delivery of Tier I, II, and III (VIP) IT support to ensure high service quality.
• Ensure all service delivery meets or exceeds contractual Service Level Agreements (SLAs).
• Provide technical support for computers, networks, servers, and associated hardware/software.
• Develop training materials and instruct users on the proper use of hardware and software.
• Collaborate with staff and management to establish requirements for new systems or modifications.

Requirements

• Must be able to acquire and maintain a CFTC Public Trust clearance.
• Bachelor’s degree in Computer Science, Information Systems, Communications, or related field (or commensurate experience).
• 10+ years of experience in IT service delivery, help desk, or customer support operations.
• Proven success managing service desks in large enterprise environments.
• Proficiency in ServiceNow and Microsoft Office.
• Strong leadership and team management experience in technical support environments.

Nice to have

• ITIL Certification(s).
• PMP certification.

Culture & Benefits

• Learning and Development platform including certification preparation content.
• Training, Education, and Certification Assistance for full-time employees.
• Internal Mobility Program and Referral Bonus Program.
• Employee Assistance Program (EAP) and Corporate Discounts.
• Pet Insurance and a flexible work environment.

Hiring process

• Virtual video interview with the hiring manager and/or team (camera and photo ID required).
• Enhanced Biometrics ID verification screening.
• Comprehensive background check including criminal history, education, and employment verification for the past 7 years.