IT Service Delivery Manager

Auria is looking to hire an IT Service Delivery Manager for an onsite position in Reston, VA. The IT Service Delivery Manager leads Auria’s end-user and executive support services and is accountable for Tier 1/2 service delivery, executive support, and the IT experience within Auria’s headquarters. Based in our Reston office‑home to the CEO, senior leadership, and a customer demonstration center, this role ensures exceptional service delivery, including white‑glove support for C‑suite executives and high‑visibility customer engagements.

The ideal candidate combines strong technical depth, proven team leadership, and the presence required to operate effectively in executive and customer‑facing environments, including those involving sensitive or regulated information.

• Serve as the primary on‑site IT leader in Reston, providing hands‑on support and leadership presence for executives and client engagements.
• Provide white‑glove IT support to CEO and C‑Suite leadership and ensure priority escalation for executive‑impacting issues.
• Partner with Business Development, Marketing, and engineering teams to ensure IT readiness and real‑time support for executive meetings and customer demonstrations with zero tolerance for disruption.
• Lead, mentor, and develop Tier 1 and Tier 2 support staff in a multi‑time‑zone environment.
• Oversee daily help desk operations, including ticket triage, escalation, and workload balance, ensuring high customer satisfaction and consistent achievement of SLA targets.
• Establish and track KPIs (SLA adherence, response/resolution times, CSAT) and lead continuous improvement efforts.
• Coordinate with IT, cybersecurity, and engineering teams to resolve complex issues.
• Ensure compliant handling of systems and data that may process or store CUI, aligning with internal policies and regulatory requirements.
• Manage onboarding/offboarding support activities, including user provisioning and device setup.
• Maintain and optimize ITSM tools, workflows, and knowledge management practices.
• Coordinate with vendors for support escalation.

• 7-10+ years of IT support experience, with 3-5+ years in a leadership or supervisory role
• Proven experience managing help desk operations in a multi‑site enterprise supporting 500+ users
• Demonstrated experience providing direct support to C‑suite executives or VIP stakeholders
• Experience operating in high‑visibility, mission‑critical environments (e.g., executive offices, customer‑facing facilities, cleared environments)
• Experience building team culture and accountability
• Familiarity with environments subject to CUI handling requirements and security frameworks such as NIST SP 800-171 or CMMC
• Strong understanding of SLA‑driven service delivery and customer satisfaction metrics
• Familiarity with Windows, macOS, Linux in a multi‑enclave, hybrid cloud environment
• Experience with IT service management (ITSM) tools and frameworks (e.g., ITIL)
• Ability to lift up to 50 lbs. to occasionally move servers and routinely handle monitors and other related office support materials.
• Ability to obtain a Top Secret Clearance

• Associate or bachelor’s degree in computer science, Information Systems, or related field (or equivalent experience).
• Industry certifications such as MS Azure Administrator Associate, A+, and/or Security+.
• Familiarity with networking concepts (e.g., IP addressing, DNS, VPN)

• Strong leadership presence with the ability to lead from the front in a hands‑on environment
• Excellent communication skills with the ability to interact confidently with executives, clients, and technical teams
• High degree of professionalism, discretion, and attention to detail
• Ability to operate effectively under pressure in high‑stakes situations
• Strong problem‑solving and escalation management capabilities
• Excellent communication and customer‑first mindset with a focus on service excellence
• Strong leadership and team development skills
• Ability to prioritize and manage multiple workloads effectively
• Proven ability to handle sensitive and confidential information with discretion and integrity.

The salary offered will be based…