Federal Systems Manager - On-Site - Northern Virginia

About the role

The Service Delivery Manager will serve as the primary onsite point of contact and communications consultant for our federal customer. This role involves managing the services scope as defined by the contract, ensuring all Terms and Conditions (warranty/maintenance) are met, overseeing subcontractor deliverables, engaging in case management, and resolving high-priority issues.

Responsibilities

• Act as the single point of contact and primary liaison for internal and external stakeholders.
• Manage the services scope as defined by the contract, ensuring all Terms and Conditions (warranty/maintenance) are met.
• Oversee subcontractor deliverables to ensure adherence to agreed-upon scope and outcomes.
• Ensure customers understand their obligations regarding service deliverables.
• Ensure strict compliance with Service Level Agreements (SLAs), specifically response and restoration time commitments.
• Coordinate all service activities, including Inventory, Configuration, Site, and User Support services.
• Engage in case management and manage the escalation process to resolve high-priority issues.
• Diagnose system failures and facilitate call management as required.
• Provide timely and accurate reporting as mandated by the Services Contract.
• Identify and manage product quality issues.
• Collaborate with System Administration, Vendor Management, and System Planning services to maintain peak operational health.

Requirements

• 3+ years of experience as an Electronics/Field Technician, Customer Support, or IT Support professional.
• Proven ability to install, configure, and troubleshoot Windows Operating Systems and 3rd party integrations.
• Working knowledge of Analog and Digital Telephony.
• Proficiency in MS Office (Excel), Google Apps, and a quick-study mentality for new internal tools.
• Strategic Thinker: Ability to solve day-to-day challenges across internal support organizations and third-party vendors.
• Communicator: Excellent interpersonal, negotiation, and presentation skills (written and verbal).
• Collaborator: A proactive team player who can navigate complex organizations to solve customer problems.

Qualifications

• Deep experience with Motorola Solutions technology, specifically WAVE and ASTRO P25 LMR Systems (including LTR and radio systems).
• Strong knowledge of Radio Frequency (RF) rules, mission-critical communication systems, and their customer applications.
• Proficient in IP networking technology, WLAN, LAN/WAN troubleshooting, and VoIP applications.
• Hands-on experience with Windows Domain architecture, Active Directory, Linux/UNIX, and server hardware (Dell/HP).