IT Service Manager (ITSM)

Atlas Federal Technologies, Inc.; Miami, Northern (FL, KY); Hybrid; USD 85,000 - 125,000; Full time

Benefits offered by this job

Competitive compensation

Growth opportunities and certification

Mission-driven work

Collaborative team culture

Job summary

Atlas Federal Technologies, Inc. in Miami, FL is seeking an IT Service Delivery Manager to own and continually improve essential IT services. You will manage incident, problem, and change processes, and ensure performance against SLAs while keeping operations reliable.

Collaborate with technical teams, lead reviews, and drive continual service improvements. The role requires strong ITIL knowledge, 4+ years in IT service management, and excellent stakeholder communication to effectively escalate

Qualifications

• Bachelor's degree in Information Technology, Business, or related field.
• 4+ years of experience in IT service management or operations.
• Strong working knowledge of ITIL practices; ITIL certification preferred.
• Experience with ServiceNow or a comparable ITSM platform.
• Proven stakeholder communication and escalation management skills.
• Federal or public sector service delivery experience preferred.

Responsibilities

• Manage incident, problem, and change management processes end to end.
• Track and report service performance against agreed SLAs.
• Lead service reviews and continual service improvement initiatives.
• Coordinate across technical teams to resolve escalations.
• Maintain the service catalog, knowledge base, and process documentation.
• Serve as the primary service contact for agency stakeholders.

Skills

ITIL practices

Stakeholder communication

Escalation management

ITSM platforms

Education

Bachelor's degree in IT/Business

Tools

ServiceNow

Job description

Miami, FL | Hybrid

Job Description

Own the delivery and continual improvement of the IT services agencies depend on daily. You'll manage service processes, drive accountability against SLAs, and keep operations running predictably.

Key Responsibilities

• Manage incident, problem, and change management processes end to end.
• Track and report service performance against agreed SLAs.
• Lead service reviews and continual service improvement initiatives.
• Coordinate across technical teams to resolve escalations.
• Maintain the service catalog, knowledge base, and process documentation.
• Serve as the primary service contact for agency stakeholders.

Qualifications

• Bachelor's degree in Information Technology, Business, or related field.
• 4+ years of experience in IT service management or operations.
• Strong working knowledge of ITIL practices; ITIL certification preferred.
• Experience with ServiceNow or a comparable ITSM platform.
• Proven stakeholder communication and escalation management skills.
• Federal or public sector service delivery experience preferred.

What We Offer

• Competitive compensation and comprehensive benefits package.
• Opportunities for professional growth and certification support.
• Mission-driven work that makes a real impact.
• Collaborative, inclusive, and supportive team culture.