IT Service Delivery Manager

We are seeking a highly organized and proactive Service Delivery Manager to join our team. The successful candidate will be responsible for overseeing a team of Help Desk Support Technicians, managing IT assets and department purchasing, and ensuring compliance with software licensing requirements. This role requires a dynamic individual with excellent leadership skills and a strong background in IT service delivery.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• Lead, mentor, and manage the DSI Help Desk support team to ensure the highest level of technical support.
• Conduct regular performance reviews, provide feedback, and identify training and development needs for team members.
• Oversee the day-to-day operations of the IT Help Desk, ensuring that all service level agreements (SLAs) are met or exceeded.
• Develop, monitor and analyze help desk performance metrics, producing regular reports for senior management.
• Maintain an up-to-date inventory of all IT assets, including hardware, software, and peripherals.
• Coordinate the procurement, deployment, and disposal of IT assets in accordance with company policies and budget constraints.
• Monitor and manage software licenses to ensure compliance with vendor agreements and avoid over- or under-licensing.
• Conduct regular audits of software installations and usage to identify discrepancies and optimize license utilization.

SUPERVISORY RESPONSIBILITIES:

• Direct supervisor for System Administrator \ Help Desk team across DSI.

QUALIFICATIONS & EXPERIENCE:

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• Minimum of 3-5 years of experience in IT service delivery or a similar role, with at least 2 years in a supervisory or managerial position.
• Strong understanding of ITIL or other IT service management frameworks.
• Excellent organizational, multitasking, and time management skills.
• Proficient in asset management and software licensing tools and practices.
• Exceptional interpersonal and communication skills, with the ability to interact effectively with technical and non-technical stakeholders.
• Strong problem-solving skills and the ability to make decisions under pressure.
• Experience with help desk ticketing systems and remote support tools.
• Requires U.S. Citizenship

DESIRED QUALIFICATIONS:

• Relevant certifications (e.g., ITIL, PMP, CSM, or other ITSM-related credentials) are a plus.
• Experience working in an ITAR\DoD environment.

LANGUAGE SKILLS:

• Fluency in the English Language is required.

COMPUTER SKILLS:

• Understanding of Microsoft Office applications including Word, PowerPoint, Outlook, Microsoft Project and Excel.

TRAVEL

• Occasional travel to other DSI physical locations.

Physical Demands:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Tasks involve the ability to exert light physical effort in sedentary to light work, but which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (5-10 pounds). Tasks may involve extended periods of time at a keyboard or work station.

Work Environment:

• While performing the aforementioned job duties, the employee mainly works in a professional office setting that is relatively quiet and has temperature control systems.
• This role routinely uses standard office equipment such as computers, phones and photocopiers.

This job description is not intended to be all inclusive of every job function, duty and responsibility. Duties, responsibilities and activities may change at any time with or without notice.

Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. As one of the largest IT staffing companies and the 2nd largest minority-owned staffing company in the U.S., Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Combining the best elements of its core companies, Dexian's platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals.

Dexian's brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions. Visit https://dexian.com/ to learn more.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.