Overview

Edgewater Federal Solutions is seeking an IT Team Manager to support a major national laboratory.

The successful candidate will support Operation Managers in day-to-day management, resource planning, and work allocation to meet agreed service levels. Specify, agree, and apply standards for service delivery. Track and monitor performance metrics, analyze reports, and resolve issues. Draft and maintain policies, standards, and procedures for service functions. Maintain and update the service catalog to ensure accuracy. Provide oversight for localized or remote areas and collaborate with embedded customers to address service needs. Support enterprise-wide teams and manage highly complex organizations and technologies. Contribute to process development and service optimization efforts.

Responsibilities

Team Leadership & Development:

• Supervise team technicians, planning & overseeing their work and daily activities.
• Promote a positive and productive work environment, fostering teamwork and collaboration.
• Develop and implement training programs to continuously improve team skills and knowledge.
• Conduct performance evaluations and implement corrective actions as needed.
• Participate in the recruitment, selection, and onboarding of new staff.

Service Delivery & Quality:

• Collaborate with stakeholders to define, agree upon, and implement service standards and procedures.
• Monitor and track team performance, analyze metrics and reports, and identify areas for improvement.
• Ensure effective workload balancing for the team to optimize efficiency and meet service levels.
• Resolve customer issues promptly and collaboratively, maintaining outstanding customer service.
• Act as the first point of escalation for customers and other IT staff.
• Be a champion for continuous improvement, identifying and implementing opportunities to enhance service delivery.

 

Collaboration & Communication:

 

• Partner with other teams to cross-train staff and facilitate knowledge sharing.
• Collaborate with peers to share best practices, develop solutions, and manage workloads across the organization
• Communicate effectively with customers, team members, and other stakeholders, keeping them informed on progress and updates.
• Prepare and participate in meetings to discuss service delivery, anticipate changes, and plan accordingly.

Operational Efficiency & Reporting:

 

• Develop and implement formal site procedures to ensure smooth operations and consistency.
• Analyze ticket trends and report issues to other IT groups as needed.
• Monitor queue levels and ensure efficient resource allocation.
• Document all required information to maintain operational guides and manuals.
• Generate accurate and timely reports for the Operations Manager, capturing key performance metrics.

Qualifications

• AS in relevant discipline plus a minimum 3 years, or more, of directly related experience that demonstrates the knowledge, skills, and ability to perform the duties
• Related experience may be substituted for relevant education and vice versa.
• Ability to obtain & maintain a U.S. Dept. of Energy Clearance
• Citizenship is required.

Required Skills:

• Must have a working knowledge of PC operations which include hardware, network settings, operating system, & MS Office applications.

 

Desired:

• Experience in the current customer environment
• Bachelor’s degree in information technology, or related discipline.
• Experience with ServiceNow.
• Experience with KCS methodology.
• Any additional requirements determined by the Service Manager.

Competitive Salary Range: $96,200.00-106,200.00.

Additional Benefits Include:

• Paid Time Off & Holiday Pay
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Disability, Life Insurance, and AD&D
• Flexible Spending Accounts
• 401K with employer matching contribution
• Tuition and Education Reimbursement
• Exercise Reimbursement
• Tech Reimbursement
• Employee Assistance Program
• Opportunities for professional development and growth
• Collaborative and dynamic work environment