Service Level Manager (HYBRID)

KeyLogic has a new opportunity, for a Service Level Manager. This position can be Hybrid, based out of Bethesda, MD.

Position Summary:

The Service Level Manager is a key personnel position responsible for monitoring and improving customer satisfaction by ensuring OIT technical teams adhere to industry best practices and Service Level Agreements (SLAs). This role involves generating reports, understanding business functions, and collaborating with teams to develop and communicate SLAs.

Position Responsibilities:

• Monitor and improve OD customer satisfaction in concert with OIT technical teams.
• Insure that OIT technical teams are following industry best practices.
• Monitor customer service awareness of OIT technical team staff and survey the OD customer community to gauge satisfaction.
• Generate daily, weekly, and monthly reports on overall technical and business performance related to SLAs, projects, and resource utilization.
• Understand the business functions of OIT-supported organizations and ensure effective use of existing products and technologies.
• Convey expert knowledge and experience in ITIL.
• Document and communicate business requirements of end-customers and stakeholders.
• Collaborate with OIT technical teams in developing SLAs and Memorandums of Understanding (MOU).
• Ensure proper tracking procedures are followed by support staff, including accurate triaging and categorization of service requests.
• Apply specifications of OD SLA to service requests.
• Refine, document, and maintain procedures and guidelines for IT support operations in collaboration with the COR.
• Assist in timely responses to customer questions and actions requested by OD regarding IT support.

Position Requirements:

• Ability to obtain and maintain a Federal Background Investigation
• Ability to obtain a Public Trust Clearance, requirements include Permanent Residency or U.S. Citizenship
• Demonstrated expertise and experience in Information Technology Infrastructure Library (ITIL).
• Strong analytical skills for generating and interpreting performance reports.
• Excellent communication and collaboration skills to work with technical teams, customers, and stakeholders.
• Ability to develop and refine processes and procedures.

Required Certifications:

• Knowledge, skill, and certification in the use of the latest version of ITIL standards, guidelines, and best practices in supporting IT Service Management Delivery and Support. If not certified, certification must be obtained within 6 months of selection.

*Position is an opportunity for future work, salary level $80,000 - $150,000

About KeyLogic:

Supporting critical missions at the intersection of data and science, KeyLogic provides mission management, systems analysis, data analytics, digital transformation, and cybersecurity to customers in the energy, federal civilian, and defense sectors, with a 20 year portfolio of successes supporting DOE, DOC, EPA, DOD, DHS, FBI, and other federal agencies challenged with complex missions. We help our customers solve the world’s most challenging problems with unsurpassed anticipatory service.

KeyLogic employs over 600 team members, including systems designers, developers, data scientists, IT and cybersecurity specialists, engineers, mission experts, program managers, and more than 70 Ph.D. scientists. This multidisciplinary team works together solving challenging problems with anticipatory service—always staying one step ahead—benefiting our customers, and ultimately helping build a better world.

We are committed to the success of each customer’s mission. We care enough to make their mission our mission and their success our success. We take technical service delivery to a level above our peers. Our anticipatory service is best-in-class.

KeyLogic is an Equal Opportunity/Equal Access Employer. KeyLogic is committed to a policy of non-discrimination against individuals on the basis of any legally protected status.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at Recruiting@KeyLogic.com and let us know the nature of your request and your contact information. Request for accommodation will be considered on a case-by-case basis.