What are the responsibilities and job description for the IT Service Delivery Manager position at Tech Army, LLC?
IT Service Delivery Manager / Technical Operations Manager
Education
- Associate’s or Bachelor’s degree in Computer Science, Information Systems, or a related field; or equivalent work experience.
Experience
- Minimum of 7 years of IT experience in multi-platform enterprise environments.
- Experience leading technical teams, managing IT service delivery, and supporting infrastructure and end-user environments.
Position Summary
The IT Service Delivery Manager / Technical Operations Manager is responsible for leading technical operations, managing IT service delivery, and overseeing enterprise support services across multiple FDOT locations. This role ensures operational excellence, compliance with IT policies and security standards, timely incident resolution, and continuous improvement of IT services while leading and developing technical staff.
Key Responsibilities
Technical Operations & Service Delivery
- Lead and manage daily operations of the technical support and service delivery team.
- Coordinate project scheduling, resource allocation, operational support, and incident response activities.
- Ensure service level agreement (SLA) compliance and maintain adequate operational support coverage.
- Monitor system performance, availability, and service desk metrics, ensuring timely resolution of technical issues.
- Oversee deployment, configuration, maintenance, and lifecycle management of IT assets, including desktops, laptops, mobile devices, printers, servers, and related infrastructure.
- Coordinate enterprise-wide software deployments, updates, upgrades, and patch management activities.
- Provide advanced hardware, software, network, and telephony support, including on-site support for remote troubleshooting.
IT Service Management
- Develop, implement, and maintain IT service management processes, including incident, problem, change, and request management.
- Establish and maintain operational standards, procedures, documentation, and best practices.
- Document technical solutions, resolutions, and operational processes.
- Drive continuous improvement initiatives to enhance service quality, operational efficiency, and customer satisfaction.
Leadership & Team Management
- Lead, mentor, and develop supervisors, project leaders, and technical support staff.
- Conduct performance evaluations, training, coaching, and succession planning.
- Foster collaboration across infrastructure, application, and support teams to ensure seamless system deployment and operational support.
Governance, Security & Compliance
- Ensure compliance with departmental policies, IT security standards, industry best practices, and regulatory requirements.
- Read, understand, and enforce organizational policies and procedures.
- Contribute to business continuity planning and disaster recovery preparedness efforts.
Travel & Physical Requirements
- Travel between FDOT locations is required approximately 25–40% of the time.
- Ability to lift up to 50 lbs.
- Ability to climb ladders, squat, stoop, crawl, push, bend, and work in various weather conditions.
Additional Responsibilities
- Travel to remote sites to resolve IT-related issues and deploy technology resources.
- Perform other related duties as assigned.