Service Area Manager (SAM) #8044

Overview

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.

Responsibilities

• 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

Qualifications

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

Company Overview

GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

What You Can Expect

Interview & Hiring Process

If you are selected to move forward through the process, here’s what you can expect:

• During the Interview Process
• Virtual video interview conducted via video with the hiring manager and/or team
• Camera must be on
• A valid photo ID must be presented during each interview

• During the Hiring Process
• Enhanced Biometrics ID verification screening
• Background check, to include:
• Criminal history (past 7 years)
• Verification of your highest level of education
• Verification of your employment history (past 7 years), based on information provided in your application

Employee Perks

At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well-being, beyond the standard company offered health benefits, including:

• Employee Assistance Program (EAP)
• Corporate Discounts
• Learning & Development platform, to include certification preparation content
• Training, Education and Certification Assistance*
• Referral Bonus Program
• Internal Mobility Program
• Pet Insurance
• Flexible Work Environment

*Available to full-time employees

Our employees’ unique talents and contributions are the driving force behind our success in supporting our customers, which ultimately fuels the success of our company. Join us and be a part of a culture that invests in its people and prioritizes continuous enhancement of the employee experience.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

Posted Pay Range

The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an “at-will position” and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.

Pay range: $80,000 - $100,000 Annually