# Client Services Manager

**Company**: GDIT
**Location**: Washington, DC
**Work arrangement**: onsite
**Experience**: senior
**Job type**: full-time
**Salary**: $110,500 - $149,500
**Category**: IT
**Industry**: Technology

**Apply**: https://gdit.wd5.myworkdayjobs.com/en-US/External_Career_Site/job/USA-DC-Washington/Client-Services-Manager_RQ225653-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_a4f5818c-28b

## Description

The Client Services Manager is responsible for leading the organisation'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 standardised ITIL practices, strong leadership, and the effective use of ServiceNow as the enterprise ITSM platform.

**Key Responsibilities:**

- 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 fulfilment, 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.

**Unified Communications (UC) & VTC Management**

- 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.

**Client Engagement & Escalation Management**

- 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.

**Operational Governance & Continuous Improvement**

- 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.

**Required Qualifications:**

- 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

**Preferred Qualifications:**

- ServiceNow Administrator or ITSM specialisation experience (preferred but not required).

- ITIL Foundation certification or higher.

- Experience with executive-level VTC or mission-critical AV/UC support.

- Familiarity with AV systems, network fundamentals, and collaboration technology integrations.

**Benefits:**

- Comprehensive benefits and wellness packages

- 401K with company match

- Competitive pay and paid time off

- Full flex work weeks where possible

- Paid parental, military, bereavement, and jury duty leave

- Short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness, and business travel and accident insurance

## Skills

### Required
- Customer Service
- Service Level Agreement (SLA)
- ServiceNow Platform
- ITIL
- Unified Communications (UC)
- Video Teleconferencing (VTC)

### Nice to have
- ServiceNow Administrator
- ITSM specialisation
- ITIL Foundation certification
- AV systems
- network fundamentals
- collaboration technology integrations

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Source: [Apply at gdit.wd5.myworkdayjobs.com](https://gdit.wd5.myworkdayjobs.com/en-US/External_Career_Site/job/USA-DC-Washington/Client-Services-Manager_RQ225653-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)