IT Team Manager

Edgewater Federal Solutions; Livermore (CA); On-site; USD 96,000 - 106,000; Full time

Benefits offered by this job

Paid Time Off

Medical Insurance

Dental Insurance

Vision Insurance

401K with employer matching

Tuition Reimbursement

Professional development

Flexible Spending Accounts

Employee Assistance Program

Job summary

Edgewater Federal Solutions is seeking an IT Team Manager to support a major national laboratory. The role involves guiding day-to-day IT operations, resource planning, and service delivery standards while coordinating with Operations Managers and embedded customers to meet service levels.

You will monitor performance, prepare policy documents, and drive continuous improvement across enterprise-wide teams and complex technologies. A DOE-related environment and clearance readiness are beneficial.

Qualifications

• Must have a working knowledge of PC operations including hardware, network settings, operating system, and MS Office applications.
• Experience with ServiceNow is desired.
• KCS methodology experience is a plus.

Responsibilities

• Provide day-to-day management support for IT Team operations by aligning with Operation Managers.
• Plan resources, allocate work, and monitor service levels.
• Draft, maintain, and apply standards for service delivery and update the service catalog.

Skills

PC operations

MS Office

Education

AS in relevant discipline

Bachelor's degree in information technology

Tools

ServiceNow

Job description

IT Team Manager

Overview

Edgewater Federal Solutions is seeking an IT Team Manager to support a major national laboratory.

The successful candidate will support Operation Managers in day-to-day management, resource planning, and work allocation to meet agreed service levels. Specify, agree, and apply standards for service delivery. Track and monitor performance metrics, analyze reports, and resolve issues. Draft and maintain policies, standards, and procedures for service functions. Maintain and update the service catalog to ensure accuracy. Provide oversight for localized or remote areas and collaborate with embedded customers to address service needs. Support enterprise-wide teams and manage highly complex organizations and technologies. Contribute to process development and service optimization efforts.

Responsibilities

Team Leadership & Development:

• Supervise team technicians, planning & overseeing their work and daily activities.
• Promote a positive and productive work environment, fostering teamwork and collaboration.
• Develop and implement training programs to continuously improve team skills and knowledge.
• Conduct performance evaluations and implement corrective actions as needed.
• Participate in the recruitment, selection, and onboarding of new staff.

Service Delivery & Quality:

• Collaborate with stakeholders to define, agree upon, and implement service standards and procedures.
• Monitor and track team performance, analyze metrics and reports, and identify areas for improvement.
• Ensure effective workload balancing for the team to optimize efficiency and meet service levels.
• Resolve customer issues promptly and collaboratively, maintaining outstanding customer service.
• Act as the first point of escalation for customers and other IT staff.
• Be a champion for continuous improvement, identifying and implementing opportunities to enhance service delivery.

Collaboration & Communication:

• Partner with other teams to cross-train staff and facilitate knowledge sharing.
• Collaborate with peers to share best practices, develop solutions, and manage workloads across the organization
• Communicate effectively with customers, team members, and other stakeholders, keeping them informed on progress and updates.
• Prepare and participate in meetings to discuss service delivery, anticipate changes, and plan accordingly.

Operational Efficiency & Reporting:

• Develop and implement formal site procedures to ensure smooth operations and consistency.
• Analyze ticket trends and report issues to other IT groups as needed.
• Monitor queue levels and ensure efficient resource allocation.
• Document all required information to maintain operational guides and manuals.
• Generate accurate and timely reports for the Operations Manager, capturing key performance metrics.

Qualifications

• AS in relevant discipline plus a minimum 3 years, or more, of directly related experience that demonstrates the knowledge, skills, and ability to perform the duties
• Related experience may be substituted for relevant education and vice versa.
• Ability to obtain & maintain a U.S. Dept. of Energy Clearance
• Citizenship is required.

Required Skills:

• Must have a working knowledge of PC operations which include hardware, network settings, operating system, & MS Office applications.

Desired:

• Experience in the current customer environment
• Bachelor's degree in information technology, or related discipline.
• Experience with ServiceNow.
• Experience with KCS methodology.
• Any additional requirements determined by the Service Manager.

Competitive Salary Range: $96,200.00-106,200.00.

Additional Benefits

• Paid Time Off & Holiday Pay
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Disability, Life Insurance, and AD&D
• Flexible Spending Accounts
• 401K with employer matching contribution
• Tuition and Education Reimbursement
• Exercise Reimbursement
• Tech Reimbursement
• Employee Assistance Program
• Opportunities for professional development and growth
• Collaborative and dynamic work environment

About Us

Edgewater Federal Solutions is a privately held government contracting firm located in Frederick, MD. The company was founded in 2002 with the vision of being highly recognized and admired for supporting customer missions through employee empowerment, exceptional services and timely delivery. Edgewater Federal Solutions is ISO 9001, 20000-1, 270001 certified, appraised at CMMI Level 3 Maturity for Development and Services, and has been named in the Top Workplaces in the Greater Washington Area Small Companies for 2018 through 2025.

It has been and continues to be the policy of Edgewater Federal Solutions to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, and/or other statuses protected by applicable law.