Service Delivery Manager (Baltimore) Job at Systems Plus, Inc., Baltimore, MD

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  • Systems Plus, Inc.
  • Baltimore, MD

Job Description

1 day ago Be among the first 25 applicants

Candidates must be residents of DC, MD, or VA.

Daily Responsibilities:

  • Lead the operational execution of all Tier 13 support activities, ensuring SLA adherence, incident response efficiency, and cross-tier coordination.
  • Serve as the primary escalation point for executive and VIP users, ensuring rapid resolution and white-glove service for high-profile stakeholders.
  • Oversee staffing alignment, shift scheduling, and resource readiness across the service desk, field support, and remote teams.
  • Collaborate with Tier Leads and Priority Response Team members to ensure technical depth and consistent service quality.
  • Facilitate incident trend analysis and continuous service improvement initiatives in collaboration with QA/Compliance and BI/AI analysts.
  • Partner with the Program Manager to ensure staffing transitions, surge mobilization, and performance reviews are seamlessly executed.
  • Represent the contractor in daily or weekly operational status meetings with House stakeholders, providing updates on KPIs, team performance, and VIP issue resolution.

Required:

Education :

  • Bachelors degree or higher in a related field, or equivalent experience.

Certification :

  • ITIL v4

Experience :

  • 5+ years of experience managing service delivery in a high-availability IT help desk support environment.
  • Proven expertise in coordinating cross-functional technical teams and managing executive support services.
  • Familiarity with ITIL-based operations, SLAs, and performance reporting in federal or legislative environments.
  • Strong leadership, interpersonal, and communication skills, with the ability to represent contractor operations to senior government officials.

Clearance :

  • Security/background check

Seniority level

  • Seniority level

    Mid-Senior level

Employment type

  • Employment type

    Full-time

Job function

  • Job function

    Management and Project Management
  • Industries

    Business Consulting and Services and IT Services and IT Consulting

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

Tuition assistance

Disability insurance

Paid maternity leave

Child care support

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Job Tags

Full time, For contractors, Remote work, Shift work,

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