IT Service Delivery Supervisor

Key Responsibilities
• Serve as the local, client-facing supervisor for all consultants placed with the client, and report onsite to client facilities within two (2) hours of a request.
• Work in conjunction with the client's IT management to provide effective day-to-day management of the work activities and tasks of placed consultants.
• Manage consultant leave requests, timekeeping approval, and schedule coverage, including occasional after-hours, on-call, and scheduled maintenance-window support.
• Coordinate onboarding and offboarding of consultants, including badge and identification requirements, equipment issuance and return, and account provisioning and deprovisioning.
• Monitor consultant performance and conduct, address performance concerns promptly, and coordinate replacement staffing when the client requests removal of a consultant.
• Partner with the recruiting team on requisition intake, candidate qualification, submittal quality, interview coordination, and start-date readiness for new assignment requests.
• Maintain consultant familiarity with the client's IT service management system for logging and handling work service and change requests.
• Serve as the escalation point for client concerns and resolve service delivery issues before they require client management involvement.
• Maintain accurate assignment records and placement documentation, and report on fill performance, retention, and consultant utilization.
• Ensure compliance with applicable federal, state, and local employment and labor requirements, and with client conduct, security, and confidentiality expectations.

Experience
5 years of overall IT experience preferred
2 years of IT supervisory, team lead, or technical management experience preferred
Government/municipal IT experience strongly preferred
Experience supervising technical staff and coordinating day-to-day IT operations
Experience with performance monitoring, task assignment, escalation management, onboarding/offboarding, leave coordination, and replacement staffing

• Supervisory or service delivery / account management experience in IT staffing, workforce solutions, or professional services.
• Direct experience supervising contract IT personnel placed at a client site, including performance management and replacement coordination.
• Experience supporting public sector clients (municipal, county, state, K-12, or higher education) strongly preferred.
• Familiarity with IT roles commonly staffed in government environments, including help desk and desktop support, programmer/systems analyst, cybersecurity analyst, network and systems administration, database administration, project management, and business analysis.
• Familiarity with IT service management ticketing platforms and standard incident and change request workflows.
• Working knowledge of onboarding and compliance processes, including background screening, I-9 and work authorization verification, badging, and confidentiality requirements.
• Strong client engagement and stakeholder communication skills, with the ability to represent Abacus to senior client IT leadership.
• Strong organizational skills and the ability to manage multiple concurrent assignments, escalations, and deadlines.
• Comfortable working within an applicant tracking / recruitment platform for requisition, submittal, and placement tracking.
• Valid California driver's license and reliable transportation for onsite client visits.