Services Delivery Manager - End User Support with Security Clearance

Position Overview:

We are seeking an experienced Services Delivery Manager to lead End User Support (EUS) operations for a mission-critical DoD program in Huntsville, AL. The ideal candidate will manage the delivery of IT services to end users, ensuring high availability, performance, and user satisfaction across desktop support, service desk, and user device lifecycle management. You will serve as the primary liaison between IT operations and end users, managing expectations, SLAs, and service improvements, while coordinating with internal teams and government stakeholders. Key Responsibilities:

Oversee daily operations and performance of End User Support teams including service desk, deskside support, and device provisioning. Ensure delivery of services aligns with SLAs and KPIs, addressing incident response, request fulfillment, and problem management. Act as the primary point of contact for end-user escalations and drive timely resolution of service-related issues. Collaborate with engineering, cybersecurity, and infrastructure teams to resolve systemic IT issues affecting end users. Manage the service delivery lifecycle, including planning, reporting, and continuous service improvement. Lead service reporting, trend analysis, and metrics presentations to senior leadership and government clients. Coordinate hardware/software refresh projects, upgrades, and patch cycles as they impact end users. Implement ITIL best practices to enhance efficiency and user satisfaction. Required Qualifications:

Active Secret Clearance Bachelor's degree in Information Technology, Business, or related field (or equivalent experience) 5+ years of experience in IT Service Delivery or End User Support leadership roles Strong understanding of ITSM frameworks (e.g., ITIL) and service management tools (ServiceNow or similar) Proven track record in managing teams delivering support for desktops, laptops, peripherals, and mobile devices Excellent communication, leadership, and customer relationship skills Experience in a DoD or government IT environment Preferred Qualifications:

ITIL v4 Foundation or Intermediate Certification PMP, CompTIA Security+, or other relevant certifications Experience with asset management, software deployment, and remote support tools Familiarity with DoD STIGs, RMF, or related compliance environments Work Environment:

Location: Huntsville, AL - primarily on-site with potential hybrid flexibility based on mission needs May require occasional travel to support regional sites or attend stakeholder meetings

Permanent