~14d ago

Client Services Manager

Usa Dc Washingtonmid

OtherClient Services Manager

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Quick Summary

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.

Requirements Summary

Skills:Customer Service, Service Level Agreement (SLA),

Technical Tools

OtherClient Services Manager

Regular

Clearance Level Must Currently Possess:

Other

Clearance Level Must Be Able to Obtain:

None

Job Family:

Contact Center

Requirements

~1 min read

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

Customer Service, Service Level Agreement (SLA), ServiceNow Platform

None

9 + years of related experience

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.

Responsibilities

~1 min read

Less than 10%

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.

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.

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.

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.

Onsite

Work Location:

USA DC Washington

Additional Work Locations:

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.

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.

We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.

Join our Talent Community to stay up to date on our career opportunities and events at

gdit.com/tc.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans