Role Description At Rincon Research Corporation, our primary business is innovating, developing, and fielding digital signal processing (DSP) products and services for the United States Defense and Intelligence Communities in support of national security. As the Service Delivery Manager, you will lead and oversee the daily operations of the Service Desk team across Rincon, reporting to the Enterprise Services Manager. You will ensure the team meets the standards set by management, serve as the point of contact for escalations, and provide guidance and mentorship to on-site technicians. You will keep the team aligned with ETO goals, drive continuous improvement of processes, and communicate effectively with end users. This position also provides system administrator support for the ServiceNow ticketing system and owns the progression of tickets within it. The role often coordinates between the teams in ETO, Security, and Facilities. Tasks and Responsibilities
- Serve as the point of contact for all ServiceNow issues, and assist users across ETO and other teams with views, access, and training
- Create new request forms and workflows in ServiceNow, and troubleshoot workflows and approvals
- Triage incoming incidents to the correct teams or individuals, and distribute requests to ensure an even rotation of ticket types among team members
- Ensure site-specific tickets are assigned to the appropriate parties, and that all ETO teams are managing their queues, escalating to the Enterprise Services Manager when necessary
- Ensure Service Desk coverage from 5 AM to 5 PM MST (from any site), including coordination of the Ticket, Quality Control, and Employee Lifecycle Watches
- Ensure tickets receive a response within the first 24 hours and that ticket communication meets the team’s documented service expectations
- Ensure the monitoring of the Mattermost Helpdesk channel to guarantee end users receive timely support
- Take ownership of issues where end users feel unseen or have requested an escalation, and follow through to resolution
- Run playbooks for new hires, terminations, and moves, and ensure the team keeps them up to date
- Identify patterns in Service Desk issues that may signal larger-scale service interruptions, and drive resolution in collaboration with other teams
- Manage outage notifications: acknowledge issues quickly in clear, non-technical language, provide regular updates, keep messaging consistent across Mattermost and ServiceNow banners, and confirm services are restored before announcing it
- Ensure ServiceNow announcements and email communications follow the ETO Communications Practice
- Plan and coordinate training and onboarding for all new Service Delivery hires and for employees moving into new roles, including a 100-day plan, the ETO Service Delivery Technician, and Internal General Onboarding playbooks
- Conduct weekly 1-on-1s with each team member and lead a weekly Service Desk team meeting that encourages open dialogue and knowledge sharing
- Review the Service Delivery team against established performance metrics each month, and conduct mid-year and annual performance reviews
- Set weekly and quarterly goals for yourself and the team, and track progress
- Prepare the weekly Service Delivery Arrow for ETO Management and the monthly Service Desk Report for the Director of ETO
- Audit, review, update, and approve Service Delivery articles in the Knowledge Base, and review all new articles for accuracy
- Create and update Service Delivery documentation on Cerebro and Magneto
- Improve processes through controlled, planned trials, and build relationships with other teams, departments, and levels of management
Required
- DOD 8570 Compliance within first 90 days (CompTIA Security+)
- Active TS/SCI Security Clearance
Education, Experience
- A Bachelor’s degree in Information Systems, Business, or other related discipline. May be substituted with 4+ years of experience
- 5 years of experience in IT or related discipline
Desired skills:
- Experience leading and mentoring a service desk or IT support team, including conducting performance reviews
- Hands-on ServiceNow administration experience, including building request forms and workflows
- Strong demonstrated written and verbal communication skills, including explaining issues and outages in clear, non-technical language
- Strong demonstrated ability to professionally interact with end-users at all levels
- Ability to coordinate across multiple teams and sites
- Experience with metrics-based reporting, knowledge base management, and process improvement
- Understanding of PC hardware and software installation, configuration, troubleshooting, and repair
- Experience with Windows and Linux operating systems
- Experience using command line navigation
- Experience with computer networking fundamentals
Where is the position located? The position is located in Tucson, AZ
