IT Service Manager

AAC Inc; Vienna (AL); On-site; USD 117,000 - 143,000; Full time

Job summary

AAC Inc. is seeking an experienced IT service delivery leader to oversee contracted support teams and ensure compliance with contract service standards and SLAs. The role provides operational leadership, governance, and continual service improvement in an on-site environment.

Responsibilities include managing day-to-day operations across all support tiers, driving improvements, and mentoring teams. Requires ITIL knowledge, enterprise IT experience, and strong stakeholder engagement.

Qualifications

• BS in IT or related field (preferred) and a minimum of five years of IT service management or IT operations leadership experience.
• Strong knowledge of ITIL-based service management frameworks.
• Experience overseeing multi-tier technical support operations and interfacing with other enterprise support, systems engineering, and infrastructure teams.
• The ability to analyze metrics and operational data to identify improvement opportunities.

Responsibilities

• Manage day-to-day IT support operations and personnel across all tiers.
• Monitor SLA performance, queue health, ticket quality, and resolution timeliness.
• Drive continuous improvement initiatives for service delivery processes.
• Create and maintain service desk procedures, workflows, and knowledge documentation.
• Engage with stakeholders to ensure service stability and responsiveness.
• Provide leadership guidance, coaching, and performance oversight for support teams.

Skills

IT service mgmt

Leadership

Metrics analysis

Stakeholder mgmt

ITIL

Education

BS in IT or related field

Tools

BMC

ServiceNow

Job description

Oversees IT service delivery operations across contracted support teams, ensuring compliance with contract service standards, SLAs, and performance objectives. This role provides operational leadership, process governance, and continual service improvement.

Position requires on-site support.

Responsibilities may include, but is not limited to:

• Manage day-to-day IT support operations and personnel across all tiers.
• Monitor SLA performance, queue health, ticket quality, and resolution timeliness.
• Drive continuous improvement initiatives for service delivery processes.
• Create and maintain service desk procedures, workflows, and knowledge documentation.
• Engage with stakeholders to ensure service stability and responsiveness.
• Provide leadership guidance, coaching, and performance oversight for support teams.

Required Skills

Required Experience

• BS in IT or related field (preferred) and a minimum of five years of IT service management or IT operations leadership experience.
• Strong knowledge of ITIL-based service management frameworks.
• Experience overseeing multi-tier technical support operations and interfacing with other enterprise support, systems engineering, and infrastructure teams.
• The ability to analyze metrics and operational data to identify improvement opportunities.
• ITSM platform system experience required (BMC or ServiceNow).

Salary: 120-130k

Qualifications:

• Must obtain an agency public trust suitability determination prior to start date.
• Excellent verbal and written communication and stakeholder-facing skills.
• Requires comprehensive experience supporting enterprise IT environments. Experience supporting a complex Federal agency enterprise is a plus.
• Ability to support high-priority and time-sensitive escalations.
• Must have a positive and patient customer service attitude.
• ITIL 4 and PMP or Scrum Master certifications are preferred but not required.