Auria is looking to hire a IT Service Delivery Manager in 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.
WHAT YOU CAN EXPECT TO DO:Essential Duties & Responsibilities (to include but not limited to):
- 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.
WHAT THE TEAM REQUIRES:- 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
WHAT THE TEAM PREFERS: - 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)
Soft Skills
- 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
- Problem-solving and escalation management.
- Proven ability to handle sensitive and confidential information with discretion and integrity.
PAY TRANSPARENCY: The salary offered will be based on the selected candidate's qualifications - skills, education & experience - and the position level. $110,000 - $145,000
APPLICATION DEADLINE: August 28, 2026
Pay Range: $110,000 - $145,000 per year
