Client Services Manager
Socket.dev
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Benefits offered by this job
Job summary
GDIT is seeking aClient Services Manager to lead the organization’s IT Service Delivery, including multi-site Help Desk, Unified Communications, and VTC support. This on-site role in Washington, DC requires ITIL practice leadership and ServiceNow expertise to ensure high-quality customer support across the United States.
Candidate must have TS or DOE Q clearance and 5–7+ years in IT Service Delivery, plus a bachelor’s degree in IT, Business, Communications, or equivalent.
Qualifications
- Bachelor’s degree in IT, Business, Communications, or equivalent experience.
- 5–7+ years managing IT Service Delivery or Help Desk operations across multiple locations.
- US Citizenship
- TS or DOE Q level clearance.
Responsibilities
- Lead multi-site Help Desk/Service Desk teams across the U.S. with consistent service delivery.
- Oversee frontline IT support within ServiceNow: incident management, requests, routing, SLA tracking, escalation.
Skills
Education
Job description
Regular
Other
None
None
Contact Center
Skills: Customer Service, Service Level Agreement (SLA), ServiceNow Platform
Certifications: None
Experience: 9 + years of related experience
US Citizenship Required: Yes
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.
- 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.
- 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.
- 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.
- 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.
- Bachelor’s degree in IT, Business, Communications, or equivalent experience.
- 5–7+ 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.
- 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
- Growth: AI-powered career tool that identifies career steps and learning opportunities
- Support: An internal mobility team focused on helping you achieve your career goals
- Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
- Community: Award-winning culture of innovation and a military-friendly workplace
OWN YOUR OPPORTUNITY
Explore an enterprise IT career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.
The likely salary range for this position is $110,500 - $149,500. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
Scheduled Weekly Hours: 40
Travel Required: Less than 10%
Telecommuting Options: Onsite
Work Location: USA DC Washington
Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.
As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.
We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development. Join our Talent Community to stay up to date on our career opportunities and events at
gdit.com/tc.
Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans
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