Job description
IT Service Delivery Manager
Joint Base Andrews, MD
Overview:
IPT Associates, LLC is a dynamic Service-Disabled Veteran-Owned Small Business (SDVOSB). Since 1992, IPT has provided a wide variety of professional services and technology solutions to the Department of Defense (DoD), Department of Veterans Affairs (VA), Department of Homeland Security (DHS), other Federal agencies and commercial clients.
Responsibilities:
- Assists the team lead and the government staff in building and updating the AFNCR IT Service Catalog
- Assists with the development and sustainment of the AFNCR customer facing / electronic Service Catalog
- Engages AFNCR stakeholders to ensure catalog offerings are clear, correct, and executable
- Engages AFNCR customers to ensure the customer facing Service Catalog is effective and user friendly
- Ensures the underlying processes that route customer requests to a service technician are operating effectively and efficiently
- Develops Remedy request templates in support of effective request fulfillment
- Interfaces with the Remedy team to develop, modify, and update Service Catalog items
- Develops and executes the Service Catalog training program, ensuring customers are familiar with catalog offerings and how to most efficiently make catalog requests, track status, and provide feedback
Requirements:
- Bachelor's degree in a technical field or related discipline with 12 plus years of experience or Master's degree with 10 plus years of experience
- Qualified candidates must possess a Secret security clearance
- Experience with BMC Remedy and Digital Workplace Catalog
- Effective communication and presentation skills (i.e., ability to present ideas effectively in formal and informal situations in group and individual settings).
This job posting sets forth the authorities and responsibilities of this position, which may be changed from time to time as shall be determined.
IPT Associates, LLC is an Equal Opportunity/Affirmative Action employer. We are committed to providing equal employment opportunity to all qualified employees and applicants for employment. The Company does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, sexual orientation, national origin, age, physical disability, mental disability, medical condition, status as a veteran or disabled veteran or any other characteristic protected by law. We base all employment decisions, including recruitment, selection, training, compensation, benefits, discipline, promotions, transfers, lay-offs, returns from lay-off, terminations, and social and recreational programs on the principles of equal employment opportunity.
Our employees have diverse backgrounds, skills, and ideas that collectively contribute to a rich working environment and greater opportunity for innovation.
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