Service Manager #3955


  • US-DC-Washington
  • Information Technology
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GovCIO is a team of transformers–people who are passionate about transforming government I.T. We believe in making a difference by developing digital strategies and delivering the technology-related innovation that improves governmental operations each day.

But we can’t do it alone. We welcome and nurture an inclusive and diversified work culture. Because different backgrounds, experiences, abilities, and perspectives make us better decision-makers, problem solvers, and creators. We’re changing the face of I.T. – from our diverse staff to the end-products we develop. And we’re excited to expand our team. Are you ready to be a transformer?

JOb Overview

Are you a driven, hardworking Service Manager who strives for maximum productivity of technical resources?  Can you work with end users in a fast paced environment, lead a team of highly skilled  professionals, and develop/foster strong business relationships?  

GovCIO is seeking a Service Manager who has a background as an Exchange/Office 365 Admin with a focus on customer service. The environment is dynamic and client needs are often evolving; flexibility is important for success.  


  • Manage a team of Windows and Exchange/Office Admins, as well as assist with tickets when needed to meet SLAs.
  • Support the implementation of MS Office product upgrades and new products to include testing and evaluation, input into decisions regarding timing of the deployments to minimize impact, and resolution of issues during deployment.
  • Perform Active Directory (AD) account administration including creation, modification, transferring and deletion of AD accounts, as well as creation/modification/deletion of Exchange mailboxes. The number and types of tasks completed shall be documented in the weekly report.
  • Create/modify/delete distribution groups and shared mailboxes. The number and types of tasks completed shall be documented in the weekly report.
  • Plan, prioritize, and delegate work tasks to ensure proper functioning of the department.
  • Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
  • Ensure compliance with key partner’s technical certification requirements.
  • Oversee Service Desk metrics and strive for continuous improvement and ensure that all service level agreements are met, and SOP and/or processes are being followed. Handle complex and escalated customer service issues.
  • Review and resolve customer complaints, and evaluate the need for preventative measures.
  • Regularly meet with clients to discuss issues and present resolutions and plans. 
  • Provide proactive system management by monitoring the Exchange environment and making recommendations for threshold changes. Work with the DevSecOps Engineering and VACO Desktop Teams on desktop application upgrades for MS Office
  • Participate in VA Exchange and Messaging Core Management Team biweekly meetings.
  • Guarantee the necessary resources and tools are available for quality customer service delivery.
  • Manage training of end-users on Exchange/Office 365 Products and prepare training plans and documentation.
  • Ensure that client systems are configured and managed in a way that meets client needs and industry best practices.
  • Diagnoses and resolve software and hardware incidents, including operating systems (Windows) and across a range of software applications. To assist users with any logged IT related incident when called upon.
  • Diagnoses and/or resolves problems in response to customer reported incidents via trouble tickets.
  • Configuring devices and software applications following established procedures.
  • Submitting recommendations to improve the efficient use of the system and responding to special requests for system data.
  • Providing account management support, client connectivity support and client application support for various devices
  • Maintains a working knowledge of the latest technical procedures and practices related to systems operation and performance, capacity issues, and telecommunications techniques
  • Author and/or review client deliverables and submit to client for acceptance.
  • Draft SOPs and other documentation. 
  • Deliver prepackaged training courses to VA Central Office end users.




  • Bachelor’s degree or equivalent with experience of at least 4 years in a service desk or helpdesk environment and at least 1 in management.
  • Experience producing quality work products for delivery to clients.
  • 3+ years recent experience as a Microsoft Exchange/Office 365 administrator. Exchange/Office infrastructure, provide operational support, account administration and management, and deliver training. In addition, the support shall require interface with multiple inter/intra-departmental entities in a day-to-day ongoing operational environment.
  • Interface with multiple inter/intra-departmental entities in a day-to-day ongoing operational environment.
  • Self-Motivated, with a passion for IT and excellent customer service.
  • Recognized industry certifications, preferred.
  • Strong verbal and written communication skills.
  • Comfortable with implementing new technologies and automation capabilities that enhance team efforts.
  • Experience in managing a team to accomplish common goals.
  • Experience in gathering insights data from multiple sources and making informed decisions where necessary.
  • Ability to meet deadlines and be held accountable.
  • Organized, thorough, and able to produce detailed documentation as necessary.


COVID Policy: New employees will be required to adhere to the Company’s and its clients’ COVID-19 safety procedures. In the event that the COVID-19 vaccination mandate for Federal Contractors is enforced, you must become fully vaccinated or request and be approved for an exemption. Employees working onsite at a client location must comply with our client’s COVID-19 requirements.

GovCIO is a team of professionals who want to make a difference. And that can only happen with a diverse, happy, and cared-for team. So, we prioritize your well-being, equity for all and look for ways to make work a better place for each of us every day.

We are an Equal Opportunity Employer. All qualified applicants receive consideration for employment without regard to race, ethnicity, religious affiliation, gender, gender identity or expression, sexual orientation, national origin, or disability status. EOE AA M/ F/Vet/Disabled

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