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Call Center/Help Desk Manager

Ukpeagvik Inupiat Corp

Anchorage, AK

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JOB DETAILS
SKILLS
Analysis Skills, Automation, Background Investigation, Best Practices, Budgeting, Business Continuity Planning (BCP), Business Services, Business Solutions, Call Centers, Change Management, Cloud Computing, Coaching, Communication Skills, Computer Science, Computer Skills, Computer Workstations, Conflict Resolution, Continuous Improvement, Corrective Action, Cross-Functional, Customer Relations, Customer Satisfaction, Customer Support/Service, Data Analysis, Delivery Management, Disaster Recovery, Documentation, Establish Priorities, Government, High Availability, IT Governance, IT Service Management (ITSM), ITIL (IT Infrastructure Library), Identify Issues, Incident Management, Information Technology & Information Systems, Internet Security, Leadership, Maintain Compliance, Management of Information Systems/Technology (MIS), Mentoring, Metrics, Microsoft Active Directory, Negotiation Skills, Network Administration/Management, Network Systems, Operational Strategy, Operations, Operations Planning, Operations Processes, Organizational Skills, Performance Metrics, Presentation/Verbal Skills, Problem Solving Skills, Process Improvement, Production Support, Project Management Professional (PMP), Reporting Dashboards, Reporting Skills, Servant leadership, Service Delivery, Service Level Agreement (SLA), Strategic Planning, Systems Administration/Management, Technical Leadership, Technical Support, Time Management, Trend Analysis, U.S. National Institute of Standards and Technology (NIST), United States Department of Defense (DoD), Vendor/Supplier Management, Vendor/Supplier Planning, Writing Skills
LOCATION
Anchorage, AK
POSTED
15 days ago

Overview

IT Service Delivery Manager (BHAK)

Bowhead is seeking an experienced and customer-focused IT Service Delivery Manager in Anchorage, AK to lead the delivery of enterprise IT services across our organization. This role is responsible for ensuring the consistent delivery of high-quality IT support, maintaining service excellence, and driving continuous improvement initiatives.

The ideal candidate is an experienced IT leader with a solid understanding of IT Service Management (ITSM), ITIL best practices, and enterprise infrastructure. They will oversee daily service operations, manage service desk performance, coordinate cross-functional technical teams, and ensure that IT services consistently meet business objectives and service-level expectations.

This position requires exceptional leadership, communication, and organizational skills, along with the ability to balance strategic planning with operational execution.

Responsibilities

Service Delivery Leadership

  • Lead the day-to-day delivery of enterprise IT services, ensuring high availability, responsiveness, and customer satisfaction.
  • Ensure compliance with established Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Key Performance Indicators (KPIs).
  • Oversee incident, request, problem, change, and service fulfillment processes.

IT Service Management

  • Champion ITIL best practices and promote process maturity across the organization.
  • Drive continual service improvement (CSI) initiatives through data analysis, process optimization, and automation.
  • Develop and maintain operational procedures and service documentation.

Team Leadership

  • Provide leadership, mentoring, coaching, and professional development for Service Desk personnel and technical support staff.
  • Coordinate activities across infrastructure, networking, systems administration, cybersecurity, vendors, and third-party service providers.
  • Foster a culture focused on accountability, collaboration, and exceptional customer service.

Customer Management

  • Serve as a liaison between IT and business leadership.
  • Manage customer expectations and proactively resolve service-related issues.

Operational Excellence

  • Analyze service metrics and trends to identify recurring issues and implement long-term corrective actions.
  • Develop reporting dashboards and executive-level service performance summaries.
  • Support disaster recovery planning, business continuity efforts, and operational readiness initiatives.

Project & Technology Enablement

  • Partner with project teams to ensure successful transition of new technologies into production support.
  • Support cloud transformation, infrastructure modernization, and digital workplace initiatives.
  • Assist in IT budgeting, resource planning, and vendor management.

Qualifications

  • Bachelor''s degree in Information Technology, Computer Science, Business Information Systems, or related field (or equivalent experience).

  • Five to ten (5-10) years of progressive experience in IT Service Management.

  • ITIL 4 Foundation Certification

  • Strong knowledge of:

  • Incident Management

  • Problem Management

  • Change Management

  • Request Fulfillment

  • Service Level Management

  • Experience administering or managing enterprise IT Service Management (ITSM) platforms.

  • Working knowledge of:

  • Microsoft 365

  • Azure

  • Active Directory

  • Windows Server

  • Enterprise networking concepts

  • Cloud services

  • Excellent verbal, written, and presentation skills.

  • Demonstrated ability to communicate technical issues to both technical and non-technical audiences.

  • Strong analytical, organizational, and problem-solving abilities.

Preferred Qualifications

  • Project Management Professional (PMP) certification.
  • Experience supporting government, Department of Defense (DoD), or Alaska Native Corporation (ANC) environments.
  • Familiarity with IT governance frameworks such as NIST or CMMC.

Desired Competencies

  • Servant leadership
  • Customer-first mindset
  • Strategic thinking
  • Operational excellence
  • Continuous improvement
  • Strong decision-making and prioritization
  • Conflict resolution and negotiation
  • Executive communication
  • Vendor and contract management
  • Process improvement and automation
  • Change leadership

Physical Demands

  • Ability to sit/stand for prolonged periods of time; confined to workstation.
  • Ability to lift objects 25 or more pounds.
  • Prolonged use of video display terminals.
  • Travel from primary place of work.
  • Deadlines that require a quick turnaround or demands for work product.
  • Reach/relocate items above shoulder.

SECURITY CLEARANCE REQUIREMENTS: There are currently no Security Clearance requirements for this position; however, candidates must be able to successfully pass a background check. Due to the location of this work, US Citizenship is required. Bowhead reserves the right to change this requirement if necessitated by business needs or contractual obligations.

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About the Company

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Ukpeagvik Inupiat Corp