Integration Service Delivery Manager

MANTECH seeks a motivated, career and customer-oriented Integration Service Delivery Manager (ISDM) to join our team in Herndon, VA.

This is a hybrid position. This role acts as the unified operational leader responsible for the 24x7x365 delivery of IT services across enterprise. The ISDM is responsible for the "pulse" of the IT environment, managing the full lifecycle of service delivery from the initial user interaction (Service Desk/Tier I) through proactive monitoring and operational resolution (EOC/Tier II). This leader will ensure Total Ticket Ownership (TTO) across all tiers, manage critical incident response, and oversee the availability of servers, networks, and automated monitoring tools (e.g., Splunk, SolarWinds). The ISDM ensures that the operational environment meets strict Service Level Agreements (SLAs) while driving the adoption of self-service (Tier 0) and automated resolution capabilities.

Responsibilities include but are not limited to:

• Manage and integrate the daily operations of the Service Center, EOC, Infrastructure Operations, and Network Operations teams to ensure seamless service delivery.
• Oversee the Service Desk and Desktop Support functions, ensuring efficient processing of incidents and service requests with a focus on Total Ticket Ownership (TTO) from generation to closure.
• Manage the 24x7x365 Enterprise Operations Center, utilizing enterprise monitoring tools (e.g., Oracle Enterprise Manager, Splunk, SolarWinds) to proactively identify and resolve issues before they impact end-users.
• Ensure the operational availability and maintenance of global server, storage, and network infrastructure, including domestic data centers and overseas posts.
• Manage the "Tier II" and "Tier III" support for Oracle (11g or higher) and Microsoft SQL Server (2008 or higher) databases, as well as legacy and modernized web-based applications. Ensure all systems meet defined service levels and availability thresholds.
• Reduce operational downtime for critical maintenance by accelerating the deployment of approved changes, fixes, and updates to the production environment.
• Proactively monitor, tune, and optimize database performance (indexing, query optimization) and application responsiveness to enhance the overall user experience.
• Oversee incident management, problem resolution, and root cause analysis for data and application-related issues, ensuring all incidents are logged and tracked to resolution in a ticket management system.
• Orchestrate the escalation and transition of issues between Tier I (Service Desk) and Tier II (EOC/Ops) teams, ensuring effective root cause analysis and rapid resolution.
• Drive the improvement of ITSM processes, including Incident, Problem, and Change Management, and enhance Tier 0 (Self-Help) capabilities to reduce ticket volume.
• Analyze service metrics (availability, response time, resolution time) to identify trends, improve efficiency, and ensure compliance with Government SLAs and KPIs.
• Lead a large, diverse operational staff, providing training, coaching, and performance management to ensure a customer-focused and technically proficient workforce.

Minimum Qualifications:

• 7+ years of experience managing complex IT operations, including Service Desk and Infrastructure support, in a geographically dispersed environment.
• 7+ years of experience managing an Enterprise Operations Centers or similar 24x7 monitoring function.
• Demonstrated experience managing "Tier II" support for diverse technologies (Windows/Linux servers, Network appliances, SQL/Oracle databases).
• Demonstrated experience with ITSM frameworks and implementing Service Level Agreements (SLAs).
• Certifications: ITIL Intermediate Level Certification (or higher) and the Project Management Professional (PMP) certification

Preferred Qualifications:

• Technical Certifications:
  • Help Desk Institute Support Center Manager (HDI-SCM) certification.
  • CompTIA Security+ or CISSP certification.
  • Technology Business Management practitioner
• Tools Experience: Proficiency with monitoring and ticketing tools such as Remedy, ServiceNow, Splunk, SolarWinds, and AppDynamics.
• Operational Modernization: Experience shifting workload from Tier I to Tier 0 (Self-Help/Automation) and implementing AIOps for predictive failure detection.

Clearance Requirements:

• Must hold an active Top Secret security clearance.

Physical Requirements:

• Must be able to remain in a stationary position 50%
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer
• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.