{"id":268166,"url":"https://alion.io/job/general-dynamics-information-technology-client-services-manager","title":"Client Services Manager","company":{"id":4418,"name":"General Dynamics Information Technology","domain":"gdit.com","url":"https://alion.io/company/gdit","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":95,"open_postings":49,"ghost_share":0,"stale_share":0.184,"repost_share":0.041,"time_to_fill_p50_days":37,"computed_at":"2026-11-10T06:52:35Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"staff","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Washington, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":110500,"max":149500,"currency":"USD","period":"year","gross":null,"usd_annual":149500},"salary_estimate":null,"experience_years_min":9,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-08-26T00:00:00Z","employer_posted_date":"2026-08-26","last_verified_at":"2026-11-10T13:21:08Z","board_verified":true,"closed_at":null,"days_open":76,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":76},"description":"Type of Requisition:\nRegularClearance Level Must Currently Possess:\nOtherClearance Level Must Be Able to Obtain:\nNonePublic Trust/Other Required:\nNoneJob Family:\nContact CenterJob Qualifications:\nSkills:\nCustomer Service, Service Level Agreement (SLA), ServiceNow PlatformCertifications:\nNoneExperience:\n9 + years of related experienceUS Citizenship Required:\nYes Job Description:\nThe Client Services Manager is responsible for leading the organization’s IT Service Delivery function, including multi-site Help Desk operations, Unified Communications (UC), and Video Teleconferencing (VTC) support teams. This role ensures consistent, high-quality customer support across the United States through standardized ITIL practices, strong leadership, and the effective use of ServiceNow as the enterprise ITSM platform. The Manager oversees daily operations, service performance, escalation management, and customer satisfaction across all client-facing support channels. This position is on site in Washington, DC.\nKey Responsibilities:\nService Delivery Leadership\nManage multi-site Help Desk/Service Desk teams located across the U.S., ensuring consistency in service delivery and customer experience.\nOversee all frontline IT support activities within ServiceNow, including incident management, request fulfillment, queue monitoring, ticket routing, SLA tracking, and escalation workflows.\nEnsure strict adherence to ITIL-based processes (Incident, Request, Problem, Change, Knowledge).\nCreate staffing plans, shift schedules, and cross-site support models to ensure full coverage.\nUse ServiceNow dashboards, analytics, and reporting to track trends, performance, and operational health.\nConduct ticket quality reviews, SLA compliance checks, and service performance audits.\nDrive continuous improvement by leveraging ServiceNow data to identify gaps, bottlenecks, and automation opportunities.\nUnified Communications (UC) & VTC Management\nOversee UC and VTC teams responsible for collaboration platforms, conferencing technologies, and event support.\nManage scheduling, readiness, and live support for executive-level meetings and high-profile VTC sessions.\nPartner with engineering, AV, and network teams to maintain reliable UC/VTC infrastructure and improve service performance.\nEnsure all UC/VTC requests, incidents, tasks, and changes are tracked appropriately in ServiceNow.\nClient Engagement & Escalation Management\nAct as the senior escalation point for service delivery, help desk, UC, and VTC issues.\nBuild strong, transparent relationships with customers and stakeholders through consistent communication.\nLead service reviews, incident post-mortems, and client feedback sessions using ServiceNow reports and metrics.\nOperational Governance & Continuous Improvement\nFoster an ITIL-aligned service culture, ensuring repeatable processes and continuous improvement.\nMaintain knowledge articles, SOPs, runbooks, procedures, and training materials within ServiceNow Knowledge Management.\nIdentify automation opportunities through ServiceNow (workflows, AI routing, virtual agents, request catalog improvements).\nSupport vendor management, lifecycle planning, and platform upgrades aligned with UC and service delivery roadmaps.\nProvide regular service delivery dashboards, metrics, and executive reports created through ServiceNow.\nRequired Qualifications:\nBachelor’s degree in IT, Business, Communications, or equivalent experience.\n5-7+ years managing IT Service Delivery or Help Desk operations across multiple locations.\nUS Citizenship\nTS or DOE Q level clearance\nStrong, hands-on experience with ServiceNow as an ITSM platform (Incident, Request, Knowledge, SLA tracking, dashboards, reporting).\nExperience working in ITIL environments with a solid understanding of key ITIL practices.\nLeadership experience managing frontline support teams and collaboration technology teams.\nTechnical understanding of UC and VTC platforms (Microsoft Teams, Zoom, Cisco, etc.).\nExcellent communication, customer service, and stakeholder engagement skills.\nAbility to manage complex operations and fast-paced environments.\nServiceNow Administrator or ITSM specialization experience (preferred but not required).\nITIL Foundation certification or higher.\nExperience with executive-level VTC or mission-critical AV/UC support.\nFamiliarity with AV systems, network fundamentals, and collaboration technology integrations.\nWHAT YOU’LL NEED TO SUCCEED\nEducation: Bachelor of Arts/Bachelor of Science\nExperience: 5+ years of related experience\nSecurity clearance level: TS or DOE Q\nUS citizenship required\nAbility to go on site daily in Washington DC\nGDIT IS YOUR PLACE\nAt GDIT, the mission is our purpose, and our people are at the center of everything we do.\nGrowth: AI-powered career tool that identifies career steps and learning opportunities\nSupport: An internal mobility team focused on helping you achieve your career goals\nRewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off\nCommunity: Award-winning culture of innovation and a military-friendly workplace OWN YOUR OPPORTUNITY Explore an enterprise IT career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.\nThe likely salary range for this position is $110,500 - $149,500. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.Scheduled Weekly Hours:\n40Travel Required:\nLess than 10%Telecommuting Options:\nOnsiteWork Location:\nUSA DC WashingtonAdditional Work Locations:\nTotal Rewards at GDIT:\nOur benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.Our Identity Verification Process:\nAs part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.About Our Work:\nWe are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.Join our Talent Community to stay up to date on our career opportunities and events atgdit.com/tc.\nEqual Opportunity Employer / Individuals with Disabilities / Protected Veterans","description_format":"text","description_chars":7886,"description_truncated":false,"requirements":{"experience_years_min":9,"management_years_min":7,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":true,"languages":[]},"benefits":["401k plan"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-09-05T12:28:50Z"},{"event":"open","at":"2026-10-14T02:00:51Z"}],"visa":[{"country":"US","licensed_sponsor":true,"adverts_offering_sponsorship_24m":14,"sanctioned_now":false,"evidence":"H-1B filings in 12 months: 21 · green card filings: 4","filings_12m":21,"filings_prev_12m":30,"green_card_filings_12m":4,"median_offered_wage_usd":154900,"route":null,"cap_exempt":false,"checked_at":"2026-11-10T11:34:35+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)","Alion: sponsorship offered in the employer's own job adverts (24 months)"],"filings_for_role_12m":0}],"liveness":{"score":21,"band":"cold","label":"Long shot","p_open":1,"p_active":0.755,"p_room":0.28,"age_days":76,"expected_fill_days":37,"reasons":["conf:3","velocity","win:tail","crowd:brand"],"computed_at":"2026-11-10T06:52:35Z"},"pay":{"stated_usd_annual":149500,"is_top_pay":false},"html_url":"https://alion.io/job/general-dynamics-information-technology-client-services-manager","json_url":"https://alion.io/job/general-dynamics-information-technology-client-services-manager.json","meta":{"generated_at":"2026-11-10T15:10:32Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1030,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-11T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4418},"rest":"https://alion.io/mcp/rest/get_company?id=4418"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fgeneral-dynamics-information-technology-client-services-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fgeneral-dynamics-information-technology-client-services-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fgeneral-dynamics-information-technology-client-services-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/general-dynamics-information-technology-client-services-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fgeneral-dynamics-information-technology-client-services-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":268166}},{"tool":"search_jobs","arguments":{"company":"gdit.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":268166},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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