Client Services Manager

General Dynamics Information Technology; Washington (District of Columbia); On-site; USD 140,000 - 170,000; Full time

Benefits offered by this job

401K with company match

Paid time off

Career growth opportunities

Military-friendly workplace

Job summary

General Dynamics Information Technology is seeking a Client Services Manager to lead IT Service Delivery across multi-site Help Desk, UC, and VTC support teams. The role uses ITIL-aligned processes and ServiceNow to drive reliable, high-quality service for US-based clients, with on-site work in Washington, DC.

You will oversee incident management, SLA tracking, escalation, and continuous improvement, partnering with engineering, AV, and network groups to ensure consistent customer satisfaction

Qualifications

• Bachelor's degree or equivalent experience in IT, business, or communications.
• 5–7+ years managing IT Service Delivery or Help Desk across multiple locations.
• US Citizenship and TS or DOE Q level clearance.
• Strong experience with ServiceNow and ITIL processes.

Responsibilities

• Lead IT Service Delivery across multi-site Help Desk, UC, and VTC teams.
• Oversee incident management, requests, SLA tracking, and escalations in ServiceNow.
• Drive continuous improvement using ITIL practices and service metrics.
• Engage with clients, executives, and cross-functional teams to ensure satisfaction.

Skills

IT Service Delivery

Leadership

Customer Service

Stakeholder Engagement

ITIL Knowledge

Executive Communication

Education

Bachelor's degree in IT, Business, Communications, or equivalent experience

Tools

ServiceNow

UC/VTC platforms

Job description

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.

Key Responsibilities:

Service Delivery Leadership

• 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.

Unified Communications (UC) & VTC Management

• 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.

Client Engagement & Escalation Management

• 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.

Operational Governance & Continuous Improvement

• 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.

Required 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

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.

WHAT YOU’LL NEED TO SUCCEED

• 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

GDIT IS YOUR PLACE

At GDIT, the mission is our purpose, and our people are at the center of everything we do.

• 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.