IT Service Manager

Job Description
ECS is seeking an IT Service Manager to work Stafford, VA .

Are you ready to play crucial role in supporting cutting-edge technology for federal law enforcement and scientific organizations? ECS is seeking a highly skilled and motivated IT Service Manager to provide IT services and support for hardware, IT systems, applications, and operational technologies that support mission critical operations in support of our DOJ FBI Client. The scope of this program is to enhance enterprise IT services and solutions to this FBI component to provide best-in-class end-user support and drive improvements in the operations, management, maintenance and integration of services across multiple networks, systems, and applications to enable and enhance mission operations for law enforcement capabilities.

In this role, you will be responsible for managing a team of systems and application analysts working at the intersection of traditional IT and specialized scientific and operational technology systems to ensure functionality, performance, availability, responsiveness of supported IT systems and services. You will be accountable for managing team performance against service delivery objectives and identifying and implementing operational improvements to promote efficiency within the organization. This position is located in Quantico, VA.

As the IT Service Manager, you will:

• Oversee and manage the day-to-day operations of the team, ensuring high standards of customer service and efficient resolution of incidents, changes, and problems.
• Act as the primary point of contact for escalated issues across supported systems and demonstrate total issue ownership to drive troubleshooting, cross team coordination, 3rd party vendor support, resolution, and validation with end users.
• Lead and manage application deployments, installations, change requests, updates across a complex network of Laboratory Information Management Systems (LIMS), databases, and connected applications and instruments.
• Ensure team compliance with ITIL processes, procedures, and standards across all service desk activities. Develop and implement strategies to continually improve service desk performance and efficiency.
• Manage and prioritize incoming service requests, effectively balancing resources to meet Service Level Objectives (SLOs) and resolve issues in a timely manner
• Provide technical leadership and mentorship to program resources, fostering a culture of continuous learning and professional development.
• Facilitate cross team coordination with other technical teams and stakeholders to troubleshoot complex system and application issues and IT dependencies, ensuring swift resolution, service recovery, operational continuity, and customer satisfaction.
• Oversee, maintain coverage schedules, and participate in on-call rotations, providing 24/7 support during high priority incidents or critical service requirements.
• Monitor and report on key service desk metrics, using data to drive process improvements and strategic decision-making.
• Lead the design, engineering or development, and implementation of new capabilities, processes, IT tools, or configurations to increase system or service resiliency, recoverability, maintainability, or operational efficiency and scalability.

The successful candidate will have demonstrated experience working in complex IT environments leading team support for service support requests, incident response, and problem management for IT systems, applications, and scientific instrumentation. They will have demonstrated experience applying systems analysis techniques and procedures, including consulting with users, to determine root cause and provide recommended resolutions, and deploy technical solutions for hardware, software or system issues.

Responsibilities include:

• Ensure quality customer service and IT-related support to application users, operations, and engineering teams in a dynamic and fast-paced environment
• Provide senior level technical support to resolve customer issues by performing diagnostics, performance optimization, incident analysis, solution/partner recommendations, and product knowledge transfer
• Lead collaboration with systems engineers, administrators and operations teams to resolve escalated cases
• Lead the development of standard operating process and procedure documentation, to include SOPs, FAQs, ticket trends, and installation and training materials, to maximize and improve internal efficiencies and service quality
• Leverage the incident management system to document support requests and solutions as well as to monitor and manage support queues for quick resolution and proper escalation of incidents when necessary
• Provide and maintain clear, consistent, and effective communication with users about the status of their issues and resolution progress.
• Leverage functional requirements and software testing environments when troubleshooting issues related to supported applications, vendor equipment, and system design
• Lead the planning, coordination, and implementation of Service Desk process improvement projects to improve operational workflows, program visibility, and customer experience.

Required Skills

• US citizenship required per contract with active Top-Secret clearance
• Bachelor's degree or higher in computer science, Information Technology, or a related field.
• A minimum of ten (10) years of experience supporting an IT infrastructure, systems, and applications, including leading support teams and ensuring quality of service operations, and managing tickets in alignment with SLOs.

• Experience in IT service management, with at least 3 years in a leadership capacity, preferably in the public sector

• Experience with the use of (ITSM) tools such as Atlassian Jira in a production environment supporting ticket triage and escalation
• Experience with Active Directory, virtualization technologies such as Hyper-V and VMware, Red Hat Linux, CentOS, and related technology.
• Experience with Oracle, SQL, Apache/Tomcat, Solar, MS Patch, Windows administrator and Windows domain Citrix XenCenter, and related products

• Demonstrated aptitude for working in a fast-paced, dynamic, matrixed work environment; Ability to elicit and shape work requirements and decompose complex challenges into actionable plans, based on an understanding of higher-level objectives.
• Demonstrated experience with Experience with scripting languages and ability to learn and understand complex software applications
• Ability to provide clear, step by step technical assistance, both written and verbal, using plain language standards

• Excellent communication, collaboration and relationship-building skills, including customer and employee engagement.

Desired Skills

• Experience supporting on-premises and cloud-based infrastructure environments (AWS/Azure)
• Bachelor's degree in computer science, Information Technology, or a related field.
• Relevant certifications such as PMP, ITIL v4 Foundation, SAFe, COMP, Security+, CompTIA, etc.

• Demonstrated expertise in database management, various operating systems (Windows, Linux, etc.), and multiple programming languages (Java, Python, SQL, etc.).
• Experience working in controlled environments and understanding of ISO 7025 standards

ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis any characteristic protected by law. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, or local jurisdiction law.

ECS is a leading mid-sized provider of technology services to the United States Federal Government. We are focused on people, values and purpose. Every day, our 3800+ employees focus on providing their technical talent to support the Federal Agencies and Departments of the US Government to serve, protect and defend the American People.