IT Services Delivery Manager (Non-Supervisory)

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Please Note: All job announcements close at 11:59 p.m. of the day before the posted closing date.

GENERAL RESPONSIBILITIES

Handles day-to-day issue escalation and major incident management for IT Service Delivery tickets assigned to DCA, IAD, and Call Center (TechWORKS), including logging, resolving, and coordinating resolution of issues, incidents, problems, and new service requests from MWAA IT system users.

Handles complex IT Service delivery and issue or problem resolution by managing escalations, complex issue resolutions, coordination with senior leadership and program managers, communication, prioritization, and planning activities.

Leads IT project and delivery of services, including life-cycle management and maintenance projects, rolling out new technology or transformative technology via the service desk.

works to ensure that customers of escalated items are aware of the status of their problem/requests and the expected timeframe for action, in collaboration with the Support Service Supervisor,

Ensures all customer calls or emails, or queries, and resolutions are properly recorded in Service Management Tools; and resolved and/or elevated promptly to the proper IT Service member(s) based on an established knowledge base. May personally work or direct activities on a problem or request.

Monitors the IT Services ticketing system and queues. Identifies complex issues that might impact operations and their service delivery. Takes appropriate action to get attention from the right support team, for example, Tier-II Application, Security, Server, Desktop Engineering, and Network teams.

Ensures support services adhere to established service-level agreements (SLAs), International Organization for Standardization (ISO) standards, and/or Information Technology Infrastructure Library (ITIL) IT Service Management processes and procedures. Participates in the development of SLAs and ongoing management of service level compliance.

Develops and implements quality standards, along with periodic quality assurance audits. Utilizes the ticketing system to capture and review weekly and monthly metrics, ensuring accuracy and timeliness.

Monitors ticket data to confirm compliance with standards, including client information, problem descriptions, resolutions, priority classification, escalation paths, and communication updates. Works to maintain or exceed quality benchmarks across all service tickets.

Assists with developing user manuals, knowledge bases, FAQs, etc. Participates in the development and maintenance of the Service Desk Specialist training development program and ensures support staff leverage knowledge articles and tools to serve the customers best.

Conducts trend analysis of IT services, including percentage of processes followed, utilization of knowledge articles, and best use of existing tools and communication channels, ticket quality, etc.

Develops specialist training/development programs to increase the organization's technical knowledge and proficiencies for improved customer service.

Manages inventory of assets (HW, SW, Service) and their life cycle within the scope of the work functions, resulting in a timely forecast for stocking and fulfillment. Assists in developing standard processes and tools for efficient and effective management of assets.

Conducts and assists new employees, airlines, applications, and Equipment onboarding to ATSS by configuring appropriate support tools, knowledge base, processes, and training for efficient support functions.

Collaborates and supports the change management and release management process, as well as routine maintenance like disaster recovery testing, failover testing, security testing, etc.

Conducts data analysis of the IT Service Delivery datasets and develops reports and insights to help develop the performance metrics of the IT Service Delivery and plan how to achieve a target performance metric.

Maintains currency in own technical and service skills. Works to increase own technical and managerial knowledge, proficiency, and skills, and additional work-related certifications.

Performs other duties as assigned.

QUALIFICATIONS

Seven (7) years of experience in delivering IT Support in various capacities like call-center, desktop support, inventory management, hardware/software fulfillment, and a Bachelor's degree in information technology or a Related engineering field. An equivalent combination of education and experience may be considered.

Ability to interpret and manage IT support datasets (inventory, asset, incidents, customer, issue, SLA, etc.) and achieve expected results by harnessing the power of data.

Strong interpersonal skills to handle complex customer service escalation and resolution, and the ability to work with the rest of the partners and vendors. Ability to work in a matrix organization and teams across the organization with diverse backgrounds and skill levels.

Experience and knowledge of IT Support Service delivery and issue resolution standard processes and measurements.

Hands-on experience with Service Now IT Service Delivery tools.

PREFERRED QUALIFICATIONS

Experience managing a large IT Service/Help Desk with multiple locations and a variety of different equipment.

Experience in implementing and managing a Service Delivery practice within an ITIL framework.

Professional Project Management (PMP) certification.

CERTIFICATIONS AND LICENSES REQUIRED

Certification in ITILV3 or V4 Foundations and one from the ITIL Certification Streams from AXELOS or other accredited organization.

NECESSARY SPECIAL FACTORS

As the support organization works around the clock, the IT Service Delivery Manager could work one of the three 8-hour shifts in a day and on weekends. Occasionally, it is expected to be on-call during off-duty hours for major incident management or escalation management.

Work is typically reviewed in progress upon completion for quantity, quality, timeliness, teamwork, customer service, and other factors.

May be subject to hold over and recall on a 24-hour basis for IT emergencies.

May be subject to night/weekend work.

A background security investigation will be required for all new hires.

Metropolitan Washington Airports Authority is an Equal Opportunity Employer.| Follow us on Twitter @MWAAcareers.