Head of IT Service Delivery & UC/VTC Operations

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

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