Client Services Manager

Type of Requisition:
Regular

Clearance Level Must Currently Possess:
Other

Clearance Level Must Be Able to Obtain:
None

Public Trust/Other Required:
None

Job Family:
Contact Center

Job Qualifications:

Skills:
Customer Service, Service Level Agreement (SLA), ServiceNow Platform
Certifications:
None
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 ServiceNow 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 ServiceNow, 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 ServiceNow 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 ServiceNow 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 ServiceNow.

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 ServiceNow 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 ServiceNow Knowledge Management.
• Identify automation opportunities through ServiceNow (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 ServiceNow.

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 ServiceNow 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.

• ServiceNow Administrator or ITSM specialization experience (preferred but not required).
• ITIL Foundation certification or higher.
• Experience with executive-level VTC or mission-critical AV/UC support.
• Familiarity with AV systems, network fundamentals, and collaboration technology integrations.

WHAT YOU'LL NEED TO SUCCEED

• Education: Bachelor of Arts/Bachelor of Science
• Experience: 5+ years of related experience
• Security clearance level: TS or DOE Q
• US citizenship required
• Ability to go on site daily in Washington DC

The likely salary range for this position is $110,500 - $149,500. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours:
40

Travel Required:
Less than 10%

Telecommuting Options:
Onsite

Work Location:
USA DC Washington

Additional Work Locations:

Total Rewards at GDIT:
Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

Our Identity Verification Process:
As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.