IT Service Delivery & Support Manager

About the role

This position is open to U.S. Citizens and permanent residents. Under the direction of the TULIP/SEMARC Service Desk Director, the IT Service Delivery & Support Manager provides leadership and oversight of TULIP & SEMARC Service Desk operations, including direct supervision of phone agents, Team Lead's, and contracted managed services staff.

The IT Service Delivery & Support Manager is responsible for performing advanced managerial work administering the daily operations and activities of the TULIP Support function. Work involves planning, developing, and implementing service desk processes and procedures; coordinating operational activities; and ensuring the effective delivery of IT support services.

Responsibilities

The IT Service Delivery & Support Manager provides leadership and oversight of TULIP and SEMARC Service Desk operations, including direct supervision of phone agents, team leads, and contracted managed services staff. Responsibilities include workforce planning, quality assurance oversight, staff development, and coaching to ensure efficient, consistent, and high-quality service delivery.

Establishes and maintains policies and procedures necessary to support operational consistency and continuous improvement. Coordinates the collection, organization, analysis, and preparation of service desk operational data and metrics, including identifying performance measures and providing key information related to TULIP and SEMARC performance to leadership.

Serves as a liaison with internal program areas, IT technical teams, development partners, Level II support teams, and external stakeholders to coordinate service delivery, resolve escalations, and enhance overall customer support performance. Participates in workgroups, operational planning efforts, and service improvement initiatives and is responsible for training, leading, assigning, and prioritizing the work of others.

Requirements

• 2-3 years of prior supervisory experience leading a contact center or service desk
• Experience with contact center/service desk operations, including workforce management and quality assurance practices is preferred
• Initial Screening Criteria: Preferred-Bachelor’s degree in computer science, IT Management or similar or an equivalent amount of work experience in lieu of degree on a year-for-year basis

Qualifications

Knowledge of contact center/service desk operations, including workforce management and quality assurance practices

Knowledge of process improvement methodologies and operational best practices

Knowledge of applicable policies, procedures, and compliance requirements

Understanding of performance metrics (e.g., service levels, response times, quality scores, customer satisfaction)

Knowledge of IT Service Management platforms (e.g., Salesforce, ServiceNow, BMC Helix, JIRA Service Management)

Skills

• Skill in leadership and staff development (coaching, training, performance management)
• Skill in setting, managing, and analyzing performance metrics
• Analytical skills to interpret operational data, trends, and KPIs
• Communication and interpersonal skills for engaging staff and leadership
• Organizational and planning skills to manage competing priorities and deadlines
• Problem-solving and decision-making skills in a fast-paced environment

Benefits

Our comprehensive benefits package includes 100% paid employee health insurance for full-time eligible employees, a defined benefit pension plan, generous time off benefits, numerous opportunities for career advancement and more.

Pay

Salary Range: $5,098.66 - $6,701.75

Pay Frequency: Monthly

Schedule

Shift: Day

Additional Shift: Days (First)

Telework: This position may be eligible for telework.