Client Services Manager
Job in
Washington, District of Columbia, 20080, USA
Listed on 2026-08-24
Listing for:
General Dynamics Information Technology
Full Time
position Listed on 2026-08-24
Job specializations:
-
IT/Tech
HelpDesk/Support, IT Support, IT Project Manager, Systems Administrator
Job Description & How to Apply Below
** RQ225653
** Type of
Requisition :
** Regular
** Clearance Level Must Be Able to Obtain:
** None
** Public Trust/Other
Required:
** None
** Job Family:
** Contact Center
*
* Skills:
*
* Customer Service,Service Level Agreement (SLA),Service Now Platform
*
* Experience:
*
* 9 + years of related experience
** US Citizenship
Required:
*
* Yes
*
* Job Description:
*
* The Client Services Manager is responsible for leading the organization's IT Service Delivery function, including multi‑site Help Desk operations, Unified Communications (UC), and Video Teleconferencing (VTC) support teams. This role ensures consistent, high-quality customer support across the United States through standardized ITIL practices, strong leadership, and the effective use of Service Now as the enterprise ITSM platform. The Manager oversees daily operations, service performance, escalation management, and customer satisfaction across all client-facing support channels.
This position is on site in Washington, DC.
*
* Key Responsibilities:
*
* ** Service Delivery Leadership*
* + Manage multi-site Help Desk/Service Desk teams located across the U.S., ensuring consistency in service delivery and customer experience.
+ Oversee all frontline IT support activities within Service Now, including incident management, request fulfillment, queue monitoring, ticket routing, SLA tracking, and escalation workflows.
+ Ensure strict adherence to ITIL-based processes (Incident, Request, Problem, Change, Knowledge).
+ Create staffing plans, shift schedules, and cross-site support models to ensure full coverage.
+ Use Service Now dashboards, analytics, and reporting to track trends, performance, and operational health.
+ Conduct ticket quality reviews, SLA compliance checks, and service performance audits.
+ Drive continuous improvement by leveraging Service Now data to identify gaps, bottlenecks, and automation opportunities.
** Unified Communications (UC) & VTC Management*
* + Oversee UC and VTC teams responsible for collaboration platforms, conferencing technologies, and event support.
+ Manage scheduling, readiness, and live support for executive-level meetings and high-profile VTC sessions.
+ Partner with engineering, AV, and network teams to maintain reliable UC/VTC infrastructure and improve service performance.
+ Ensure all UC/VTC requests, incidents, tasks, and changes are tracked appropriately in Service Now.
** Client Engagement & Escalation Management*
* + Act as the senior escalation point for service delivery, help desk, UC, and VTC issues.
+ Build strong, transparent relationships with customers and stakeholders through consistent communication.
+ Lead service reviews, incident post-mortems, and client feedback sessions using Service Now reports and metrics.
** Operational Governance & Continuous Improvement*
* + Foster an ITIL-aligned service culture, ensuring repeatable processes and continuous improvement.
+ Maintain knowledge articles, SOPs, runbooks, procedures, and training materials within Service Now Knowledge Management.
+ Identify automation opportunities through Service Now (workflows, AI routing, virtual agents, request catalog improvements).
+ Support vendor management, lifecycle planning, and platform upgrades aligned with UC and service delivery roadmaps.
+ Provide regular service delivery dashboards, metrics, and executive reports created through Service Now.
*
* Required Qualifications:
*
* + Bachelor's degree in IT, Business, Communications, or equivalent experience.
+ 5-7+ years managing IT Service Delivery or Help Desk operations across multiple locations.
+ US Citizenship
+ TS or DOE Q level clearance
** Strong, hands-on experience with Service Now
** as an ITSM platform (Incident, Request, Knowledge, SLA tracking, dashboards, reporting).
+ Experience working in ITIL environments with a solid understanding of key ITIL practices.
+ Leadership experience managing frontline support teams and collaboration technology teams.
+ Technical understanding of UC and VTC platforms (Microsoft Teams, Zoom, Cisco, etc.).
+ Excellent communication, customer service, and stakeholder engagement skills.
+ Ability to manage complex operations and fast-paced environments.
+…
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