In a world of possibilities, pursue one with endless opportunities. Imagine Next!

When it comes to what you want in your career, if you can imagine it, you can do it at Parsons.  Imagine a career working with intelligent, diverse people sharing a common quest. Imagine a workplace where you can be yourself. Where you can thrive. Where you can find your next, right now. We’ve got what you’re looking for.

Job Description:

Parsons is looking for an amazingly talented Sr. IT Manager to join our team! In this role you will get to manage the relationship with the service provider, coordinating with other IT departments, and implementing best practices to enhance service delivery and customer satisfaction.

What you will be doing:

• Govern and manage the outsourced service desk provider to ensure service delivery meets contractual obligations and performance standards.

• Monitor and evaluate the service provider’s performance through established metrics and KPIs.

• Conduct regular reviews and audits of the service provider’s performance.

• Address and resolve any issues or escalations with the service provider.

• Lead, mentor, and manage a team of internal / external resources.

• Conduct regular performance reviews and provide feedback.

• Develop training programs to enhance team skills and knowledge.

• Foster a positive and collaborative team environment.

• Oversee the day-to-day operations of the service desk.

• Ensure timely and accurate resolution of IT support requests.

• Implement and maintain service desk policies, procedures, and best practices.

• Utilize data analytics to monitor service desk performance and identify trends.

• Analyze ticket data to identify recurring issues and areas for improvement.

• Develop and implement strategies to reduce repeated ticket patterns through automation and process improvements.

• Stay updated with the latest end-user support tools and technologies.

• Implement modern support processes to enhance efficiency and user experience.

• Identify and leverage opportunities to automate routine tasks and streamline workflows.

• Ensure high levels of customer satisfaction through prompt and effective support.

• Handle escalated issues and complaints, providing resolution and follow-up.

• Develop and maintain strong relationships with internal and external stakeholders.

• Identify areas for improvement in service desk operations and implement solutions.

• Stay updated with industry trends and advancements in IT service management.

• Lead initiatives to enhance service delivery and efficiency.

• Prepare regular reports on service desk performance and activities.

• Maintain accurate documentation of processes, procedures, and resolutions.

• Ensure compliance with company policies and regulatory requirements.

• Establish and maintain channels with the BRM team and key stakeholders.

• Ensure a thorough understanding of user experiences with IT services and support.

• Drive opportunities to enhance user satisfaction and service quality.

• Coordinate with other IT departments to ensure seamless support and service delivery.

• Communicate effectively with team members, management, and stakeholders.

• Participate in IT projects and initiatives as required.

• Own and manage key ITIL processes including IT Change Management, Problem Management, and Critical Incidents.

• Ensure adherence to ITIL best practices and continuous improvement of these processes.

• Lead the resolution of critical incidents and ensure effective problem management to prevent recurrence.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.

• Proven experience in a service desk or IT support role, with at least 5 -8 years in a leadership position.

• Will consider candidates with 10+ years of experience in leu of education.

• Strong knowledge of IT service management (ITSM) frameworks and best practices.

• Excellent leadership, communication, and interpersonal skills.

• Ability to manage multiple priorities and work under pressure.

• Proficiency in using service desk software and tools.

• Experience with data analytics and modern end-user support tools.

What Desired Skills You’ll Bring:

• ITIL certification or similar is preferred.

• Experience managing outsourced service providers is highly desirable.

Minimum Clearance Required to Start:

Not Applicable/NoneThis position is part of our Corporate team.We’re driving the future of the national security and critical infrastructure markets. Our employees work in a close-knit team environment to find new, innovative ways to deliver smart solutions that are used and valued by customers around the world. By combining unique technologies with deep domain expertise across cybersecurity, missile defense, space, connected infrastructure, transportation, smart cities, and more, we’re providing tomorrow’s solutions today.

Salary Range: 

$117,000.00 - $210,600.00We value our employees and want our employees to take care of their overall wellbeing, which is why we offer best-in-class benefits such as medical, dental, vision, paid time off, Employee Stock Ownership Plan (ESOP), 401(k), life insurance, flexible work schedules, and holidays to fit your busy lifestyle!This position will be posted for a minimum of 3 days and will continue to be posted for an average of 30 days until a qualified applicant is selected or the position has been cancelled.Parsons is an equal opportunity employer committed to diversity, equity, inclusion, and accessibility in the workplace. Diversity is ingrained in who we are, how we do business, and is one of our company’s core values. Parsons equally employs representation at all job levels for minority, female, disabled, protected veteran and LGBTQ+.We truly invest and care about our employee’s wellbeing and provide endless growth opportunities as the sky is the limit, so aim for the stars! Imagine next and join the Parsons quest—APPLY TODAY!