Client Services Manager

General Dynamics
Washington
Workplace: OnsiteFull timeUSD 110,500 - 149,500 annuallyFunction: Solutions Engineering & Sales EngineeringExperience: 5+ yearsEducation: bachelorsSkills: ["Leadership","Customer service","Stakeholder engagement","Escalation management","Continuous improvement"]

Lead multi-site IT Service Delivery across the United States, managing Help Desk/Service Desk operations and escalation workflows in ServiceNow. Oversee incident, request, problem/change processes aligned to ITIL, track SLA performance with dashboards and analytics, and drive continuous improvement using automation opportunities. Also manage Unified Communications and VTC teams, ensuring readiness and live support for executive-level meetings while coordinating with engineering, AV, and network teams.

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FursaFursa
General Dynamics
General Dynamics
3 days ago

Client Services Manager

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Last checked: 4 hours agoStatus: Live

Job Summary

Lead multi-site IT Service Delivery across the United States, managing Help Desk/Service Desk operations and escalation workflows in ServiceNow. Oversee incident, request, problem/change processes aligned to ITIL, track SLA performance with dashboards and analytics, and drive continuous improvement using automation opportunities. Also manage Unified Communications and VTC teams, ensuring readiness and live support for executive-level meetings while coordinating with engineering, AV, and network teams.
Location: Washington
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Manager level

Key Responsibilities

  • •Lead multi-site Help Desk/Service Desk teams across the U.S. to ensure consistent service delivery and customer experience.
  • •Oversee frontline IT support in ServiceNow, including incident management, request fulfillment, queue monitoring, ticket routing, SLA tracking, and escalations.
  • •Ensure strict adherence to ITIL processes (Incident, Request, Problem, Change, Knowledge) and conduct service performance audits and SLA compliance checks.
  • •Manage UC and VTC teams, including scheduling readiness and live support for executive-level meetings and high-profile VTC sessions.
  • •Serve as the senior escalation point and drive operational governance, knowledge management, and continuous improvement using ServiceNow data and automation opportunities.
Travel: Low travel

Pay and Benefits

Salary: USD 110,500 - 149,500 annually
Perks:Health InsuranceDentalVision401kPaid Leave

Key Requirements

  • •Bachelor’s degree in IT, Business, Communications, or equivalent experience.
  • •5–7+ years managing IT Service Delivery or Help Desk operations across multiple locations.
  • •US Citizenship.
  • •TS or DOE Q level clearance.
  • •Strong, hands-on experience with ServiceNow (ITSM: Incident, Request, Knowledge, SLA tracking, dashboards, reporting) and ITIL practices.
Experience:5+ years
Education:Bachelor's
Skills:LeadershipCustomer serviceStakeholder engagementEscalation managementContinuous improvement
Certifications:ITIL Foundation
Tech Stack:ServiceNowITILMicrosoft TeamsZoomCiscoUnified CommunicationsVideo TeleconferencingVTCITSMDashboardsReporting

Eligibility

Security Clearance:TSDOE Q

Company Brief

General Dynamics
Provides IT, systems engineering, cybersecurity, cloud, and mission support services to U.S. federal civilian and defense agencies, delivering large-scale technology solutions and managed services for national security and government operations.
Industry: Defense Technology
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Tysons / Fairfax, United States
WebsiteLinkedIn