IT Service Delivery Leader: Customer-First Support

Standtogether; Arlington (VA); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

401(k) match with immediate vesting

Flexible time off

Health and dental plans

Wellness and mental health support

Job summary

Stand Together in Arlington, VA seeks an IT Service Delivery Manager to lead the service desk and drive high-quality technical support across the organization. You will oversee daily operations, mentor a growing team, and advance incident management, requests, and workflows with data-driven improvements.

You will work closely with IT leadership to align services with strategic goals, ensuring reliable, timely, and customer-focused technology support for employees.

Qualifications

• Experience leading service desk, help desk, or IT support teams in a fast-paced environment.
• Ability to manage multiple competing priorities while maintaining high quality service delivery.
• Strong leadership, coaching, and team development capabilities.
• Ability to communicate complex technical concepts in clear language for technical and non-technical audiences.
• Advanced experience with Jira Service Management (JSM), Jira, and service reporting.
• Strong understanding of Microsoft technologies and commonly used business productivity applications.
• Working knowledge of ITIL and IT Service Management (ITSM) principles, processes, and best practices.
• Strong analytical and problem-solving skills with the ability to identify trends and drive improvements.
• Commitment to delivering an exceptional customer experience.
• Enthusiasm to contribute to Stand Together's vision and principled approach to solving problems, with a culture of transformation and innovation.

Responsibilities

• Lead daily service desk operations, ensuring efficient ticket queue management and achievement of SLAs.
• Coach, mentor, and develop a team of support professionals and contractors.
• Cultivate a culture of authenticity, ownership, collaboration, and customer service excellence.
• Drive continuous improvements in incident management, request fulfillment, and support workflows.
• Monitor and manage key service metrics, including backlog, resolution times, SLA compliance, and customer satisfaction.
• Analyze service trends and recurring issues to identify long-term solutions and process optimization.
• Administer and optimize the organization’s ticketing platform, ensuring effective workflows, automation, and reporting capabilities.
• Maintain and improve technical documentation, support procedures, and knowledge base content.
• Partner with IT leaders and cross-functional stakeholders to resolve escalated issues and improve service delivery.
• Manage staffing schedules and resource allocation to ensure adequate support coverage and responsiveness.
• Develop reports and dashboards that provide leaders with meaningful insights into service performance.

Skills

Leadership

Team development

ITIL/ITSM knowledge

Jira/JSM

Communication

Data analysis

Problem solving

Stakeholder collaboration

Technical documentation

Customer service

Tools

Jira Service Management (JSM)

Jira

Service reporting

Microsoft technologies

Office 365

Job description

Stand Together in Arlington, VA seeks an IT Service Delivery Manager to lead the service desk and drive high-quality technical support across the organization. You will oversee daily operations, mentor a growing team, and advance incident management, requests, and workflows with data-driven improvements.

You will work closely with IT leadership to align services with strategic goals, ensuring reliable, timely, and customer-focused technology support for employees.