IT Service Delivery Lead — UC/VTC & Help Desk

General Dynamics Information Technology, Inc.; Washington (District of Columbia); On-site; USD 111,000 - 150,000; Full time

Benefits offered by this job

Growth opportunities

Internal mobility support

Competitive benefits

Military‑friendly culture

Job summary

General Dynamics Information Technology, Inc. is seeking a Client Services Manager to lead IT service delivery, including multi‑site Help Desk, UC, and VTC support across the United States. The role emphasizes ITIL practices, ServiceNow utilization, and strong client engagement.

You will oversee incident management, SLA tracking, and continuous improvement while coordinating with engineering and network teams to ensure reliable UC/VTC infrastructure. On‑site in Washington, DC.

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.

Responsibilities

• Lead multi‑site Help Desk/Service Desk teams across the U.S. to ensure consistent service delivery.
• Oversee all frontline IT support activities within ServiceNow including incident management, request fulfillment, queue monitoring, and SLA tracking.
• Ensure ITIL processes (Incident, Request, Problem, Change, Knowledge) are followed and audited.
• Create staffing plans, shift schedules, and cross‑site support models for full coverage.
• Drive continuous improvement using ServiceNow data to identify gaps and automation opportunities.
• Oversee UC and VTC teams for collaboration platforms and event support.
• Escalate issues as senior escalation point and maintain client relationships through regular service reviews.

Skills

Customer Service

SLA

ServiceNow ITSM

Leadership

ITIL

Education

Bachelor's degree in IT/related field

Tools

Microsoft Teams

Zoom

Cisco

Job description

General Dynamics Information Technology, Inc. is seeking a Client Services Manager to lead IT service delivery, including multi‑site Help Desk, UC, and VTC support across the United States. The role emphasizes ITIL practices, ServiceNow utilization, and strong client engagement.

You will oversee incident management, SLA tracking, and continuous improvement while coordinating with engineering and network teams to ensure reliable UC/VTC infrastructure. On‑site in Washington, DC.