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KIHOMAC are hiring a

Desktop User Experience Service Delivery Manager

Responsibilities

  • Ensure consistent, reliable, and efficient cybersecurity service delivery within a technical domain.
  • Ensure high-quality service and drive continuous improvement through standardized management practices, measuring team efficiency, and fostering ongoing team development.
  • Act as the primary point of contact for leadership regarding the performance of IT and cybersecurity service delivery in design, transition, deployment, and operational support.
  • Demonstrate strong leadership, interpersonal, and management skills along with a solid understanding of technology services within the Desktop User Experience technical domain.
  • Oversee the end-to-end delivery of IT service quality within the Desktop User Experience domain.
  • Monitor, manage, enhance and report on IT service performance against agreed SLAs, and KPIs.
  • Foster a culture of continuous improvement and knowledge sharing within the team. Ensure the team has the necessary skills and resources to deliver excellent service.
  • Oversee the resolution of major incidents and problems impacting service delivery.
  • Coordinate internal IT teams to drive root cause analysis, After Action reports, and remediation solutions.
  • Understand, evangelize, and enforce service delivery lifecycle principles envisioning, design, plan, stabilize and deploy phases.
  • Collaborate with the Change Management team to ensure changes to IT services are implemented in the most effective and efficient manner, and with minimal disruption to the business.
  • Identify opportunities for service improvement and drive initiatives to enhance service quality, efficiency, and cost-effectiveness.
  • Provide regular reports on IT service performance to senior management and business stakeholders.
  • Manage relationships with key IT vendors, ensuring they deliver services according to agreed contracts and SLAs.
  • Contribute to the development and management of the IT service delivery budget. Track and control service delivery costs.
  • Maintain awareness of the financial health of assigned projects, including budget management, forecasting, and variance analysis.
  • Oversee and actively participate in operations maintenance and sustainment activities.
  • Optimize the allocation and utilization of operational resources, identifying opportunities to improve efficiency and reduce costs.
  • Other duties as assigned.

Education/Training

  • Bachelor’s Degree in relevant engineering or science discipline required.
  • Master’s Degree preferred.
  • Current DoD 8570 or 8410 compliant certifications (i.e., Security+) preferred.
  • ITIL v4 Foundation Certification preferred.
  • Relevant Technical Certifications (Azure Administrator Associate, AWS, etc.) preferred.

Experience

  • 12+ years of professional experience in the required task area.
  • 5+ years of professional experience as an IT Service Delivery Manager or similar role.
  • 1+ years of professional experience working in a management or leadership role.
  • Experience, knowledge of, or exposure to delivering and/or managing IT Service Delivery within several large and complex organizations across government and commercial environments.
  • In-depth understanding of ITIL framework and best practices, including incident management, problem management, change management, and service release management.
  • Experience with service management tools (e.g., ServiceNow, BMC Remedy).
  • Working knowledge and understanding of the following technical areas:
    • Microsoft 365 (M365)
    • Email and Collaboration
    • Virtual Desktop Infrastructure (VDI) and Azure Virtual Desktop (AVD)
    • Windows Client Operating Systems
    • Desktop Management
    • Client-side Application Management
    • Mobile Device Management (MDM)
    • File & Print Services.

Security

  • Must be a US citizen.
  • Candidate must be in possession of a minimum DoD issued Secret Clearance and eligibility for TS/SCI.
  • Candidates with active current TS/SCI preferred.

Physical Requirements

  • Able to occasionally reach with hands and arms.
  • Prolonged periods of computer screen use, while sitting or standing at a desk.
  • Adhere to safety protocols when in work areas requiring use of PPE (e.g., eyewear, gloves, masks, hearing protection, steel toed shoes, etc.).
  • Able to safely lift and carry up to 20 pounds at a time.

Benefits

  • Health Care Plan (Medical, Dental & Vision).
  • Retirement Plan (401k, IRA).
  • Life Insurance (Basic, Voluntary & AD&D).
  • Paid Time Off (Vacation, Sick & Public Holidays).
  • Short Term & Long Term Disability.
  • Training & Development.
  • Wellness Resources.

Salary

$150,000.00 - 180,000.00. Salary rates for this position are competitive and commensurate with experience and industry standards. We offer a comprehensive benefits package that may include health insurance, paid time off, and retirement savings options.