Job Description

Job Description

Job Description

Computer Technologies Consultants (CTC) is seeking a Service Delivery Manager to support the U.S. House of Representatives in the National Capital Region (NCR).

With offices in Washington DC and San Diego, CA, CTC is a leading technology company providing lifecycle IT, data analytics, cloud managed hosting services, agile software development, DevOps, Test Automation, Cyber Security, and infrastructure solutions. Additionally, we provide Professional Talent Acquisition Services as we proudly support the unique needs of U.S. Defense, Intelligence, and Federal Civilian agencies as well as Fortune 1000 companies.

Got the Government Contractor Blues? Looking for a company that cares and goes beyond just filling another contract billet? Well look no further! Experience this family-oriented company who takes pride in you and will help you grow where your passions lie. Holding many Defense & Federal government contracts around the globe, with our client you have the opportunity to take on new and evolving challenges, aim beyond what you think you are capable of and work in collaborative, dynamic, and high-tempo environments.Our clients employees are their most valued asset and they invest in their people because they are in it for the long term. They are committed to your success and well-being and offer competitive benefits packages, salaries, bonus/award programs, and a high potential for professional growth and job opportunities world-wide.

Why Should You Be Interested ?

• Direct hire full-time position
• Competitive base salary and comprehensive benefits
• Mid-size company with room for growth

Position Title :Service Delivery Manager

Position Location :This position is full time, on-site in the National Capital Region

Daily Responsibilities:

• Lead the operational execution of all Tier 13 support activities, ensuring SLA adherence, incident response efficiency, and cross-tier coordination.
• Serve as the primary escalation point for executive and VIP users, ensuring rapid resolution and white-glove service for high-profile stakeholders.
• Oversee staffing alignment, shift scheduling, and resource readiness across the service desk, field support, and remote teams.
• Collaborate with Tier Leads and Priority Response Team members to ensure technical depth and consistent service quality.
• Facilitate incident trend analysis and continuous service improvement initiatives in collaboration with QA/Compliance and BI/AI analysts.
• Partner with the Program Manager to ensure staffing transitions, surge mobilization, and performance reviews are seamlessly executed.
• Represent the contractor in daily or weekly operational status meetings with House stakeholders, providing updates on KPIs, team performance, and VIP issue resolution.

Required Years of Experience (min) :

• 5+ years of experience managing service delivery in a high-availability IT help desk support environment.

Required Degree/Certifications :

• Bachelors degree or higher in a related fields, or equivalent experience.
• ITIL v4 required

Required Experience & Expertise in the following areas :

• Proven expertise in coordinating cross-functional technical teams and managing executive support services.
• Familiarity with ITIL-based operations, SLAs, and performance reporting in federal or legislative environments.
• Strong leadership, interpersonal, and communication skills, with the ability to represent contractor operations to senior government officials.

Required Clearance :

• Security/Background check required.
• Ability to secure and maintain a US Government Security Clearance.

Pay Information

Full-Time Salary Range: $145k-$165k

Please note: This range is based on our market pay structures. However, individual salaries are determined by a variety of factors including, but not limited to: business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.

Computer Technologies Consultants, Inc. is an Equal Opportunity Employer that provides employment opportunities for all qualified applicants without regard to race, color, religion, gender identity and/or expression, sexual orientation, age, mental or sensory differing abilities, protected veteran status, sex, national origin, or any other characteristic protected by applicable law. Computer Technologies Consultants, Inc. is devoted to diversity, equity, and inclusion.

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