IT Service Level Manager, Bethesda, Maryland

DLH delivers improved health and national security readiness solutions for federal programs through science research and development, systems engineering and integration, and digital transformation. Our experts in public health, performance evaluation, and health operations solve the complex problems faced by civilian and military customers alike by leveraging advanced tools including digital transformation, artificial intelligence, data analytics, cloud enablement, modeling, and simulation, and more. With over 3,200 employees dedicated to the idea that Your Mission is Our Passion, DLH brings a unique combination of government sector experience, proven methodology, and unwavering commitment to innovation to improve the lives of millions.

Responsibilities

• Monitor and improve OD customer satisfaction in concert with both the customers and the technical teams.
• Ensure that technical teams are following industry best practices (e.g. ITIL, SCRUM, Agile).
• Monitor customer service awareness of the technical team staff, and survey the customer community both in person and via automated tools, i.e., ServiceNow, at large, to gauge their satisfaction with provided services.
• Develop Standard Operating Procedures (SOPs) that improve the perception of customer service throughout the user community.
• Monitor the usage of Service Now regarding service level targets.
• Generate reports daily, weekly, and monthly based on overall technical and business performance as it relates to the SLA (See Attachment), projects, custom categories, and resources utilization.
• Generate ad hoc reports on operational analysis.
• Understand the business functions of the various supported organizations and ensures that existing products, technologies, and practices are being used to maximum effect to solve business problems.
• Convey expert knowledge and experience in the Information Technology Infrastructure Library (ITIL)
• Document and communicate business requirements of end-customers and other stakeholders and collaborate with OIT technical teams in developing SLAs and Memorandums of Understanding (MOU), as applicable.
• Develop business process charts, (e.g., use Visio and conduct fit gap analysis to document).
• Ensure proper tracking procedures are followed by the support staff including accurately triaging, specifying custom categorization, and updating each service request.
• Apply specifications of SLA to service requests to ensure maximum issue resolutions in minimum time.
• Document and monitor steps performed for problem tasks that may recur and sharing these steps with co-workers. Conduct quarterly problem management retrospective with the technical teams and report findings to management and customer focus groups.

Qualifications

• Bachelor's degree in a relevant field, or an equivalent combination of education and experience.
• Minimum of 4 years general experience
• Ability to obtain public trust.

Required Certifications

• ITIL Practitioner, ITIL Service Manager, HDI Desktop Support Manager, HDI Service Manager, Agile Certified Practitioner(s) e.g. ACP/ICP), Scrum Master Certification (CSM), Agile Safe (SAFe)
• PMP preferred.

Benefits: DLH Corp offers our employees an excellent benefits package including - Personal Time Off (PTO), medical, dental, vision, supplemental life with AD&D, short and long-term disability, flexible spending accounts, parental leave, legal services and more. We want our employees to save for their future, therefore we offer a 401(k) Retirement Plan, which includes a matching component. DLH is dedicated to your career development, providing training to help drive success, with access to our best-in-class e-Learning suite for formal and informal learning, professional and technical certification preparation, and education assistance at accredited institutions.