Service Area Manager (SAM)

GovCIO is seeking an experienced Service Area Manager (SAM) to lead and oversee Customer Service Center (CSC) operations supporting a large federal client in Washington, DC. The SAM will be responsible for delivering exceptional Tier I, Tier II, and Tier III (VIP) IT support, ensuring all service delivery meets or exceeds contractual Service Level Agreements (SLAs). This position requires strong leadership in enterprise IT service environments, a data-driven approach, and a proven ability to enhance service quality, optimize operational processes, and build high-performing teams. This position is located in Washington, DC and will be a full onsite position.

• Lead daily operations of the Customer Service Center, supervising both onsite and remote technical support staff
• Ensure delivery of high-quality Tier I, II, and III (VIP/“white glove”) support services
• Serve as the primary escalation point for complex or high-priority incidents and requests
• Manage ticket queues, ensuring timely resolution and adherence to SLAs
• Develop, refine, and enforce escalation procedures and service workflows
• Analyze service desk metrics to identify trends, gaps, and opportunities for improvement
• Drive continuous improvement initiatives through data analysis, automation, and process optimization
• Develop and report on key performance indicators (KPIs), service levels, and operational metrics
• Oversee and maintain a high-quality knowledge base and solutions repository
• Coordinate communication for outages, incidents, and emergency activities
• Manage vendor relationships supporting CSC operations
• Review customer satisfaction data and implement improvements to enhance user experience
• Ensure confidentiality of all client, applicant, and company information
• Leadership & Team Development
• Train, coach, and mentor Service Desk and Desktop Support staff (Tier I–III)
• Support employee development and career progression
• Schedule staff and ensure appropriate coverage for all support operations
• Foster a collaborative, customer-focused team environment
• Additional Responsibilities
• Develop and manage Service Level Agreements (SLAs) and performance frameworks
• Advise leadership on operational risks, escalation needs, and support requirements
• Consolidate and analyze data from multiple sources to improve reporting efficiency
• Continuously evaluate reporting methods and recommend enhancements

Leadership & Team Development

• Train, coach, and mentor Service Desk and Desktop Support staff (Tier I–III)
• Support employee development and career progression
• Schedule staff and ensure appropriate coverage for all support operations
• Foster a collaborative, customer-focused team environment

Additional Responsibilities 

• Develop and manage Service Level Agreements (SLAs) and performance frameworks
• Advise leadership on operational risks, escalation needs, and support requirements
• Consolidate and analyze data from multiple sources to improve reporting efficiency
• Continuously evaluate reporting methods and recommend enhancements

Bachelor’s degree in Computer Science, Information Systems, Communications, or a related field with 10+(or commensurate experience)

Required Skills and Experience

• 10+years of experience in IT service delivery, help desk, or customer support operations.
• Strong leadership and team management experience in a technical support environment
• Proven success managing service desks in large enterprise environments
• Expertise in SLA development, tracking, and reporting
• Advanced analytical and problem-solving skills
• Strong interpersonal and relationship management abilities
• Excellent written and verbal communication skills
• Ability to translate technical concepts for non-technical audiences
• Proficiency in Microsoft Office and service management tools, specifically ServiceNow
• Working knowledge of diagnostic and troubleshooting utilities
• Exceptional organizational skills and attention to detail
• Ability to prioritize and execute in high-pressure environments

Clearance Required: Must be able to acquire and maintain a CFTC Public Trust

Preferred Skills and Experience

• ITIL Certification(s)
• PMP certification