Full-Time

Sr. IT Manager

Posted on 1/6/2025

Parsons

Parsons

10,001+ employees

Provides solutions for security and infrastructure

Industrial & Manufacturing
AI & Machine Learning
Defense

Compensation Overview

$117k - $210.6kAnnually

Senior, Expert

Remote in USA

Category
IT Support
IT & Security
Required Skills
Data Analysis

You match the following Parsons's candidate preferences

Employers are more likely to interview you if you match these preferences:

Degree
Experience
Requirements
  • 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 lieu 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.
Responsibilities
  • 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.
Desired Qualifications
  • ITIL certification or similar is preferred.
  • Experience managing outsourced service providers is highly desirable.

Parsons provides solutions in national security, defense, and global infrastructure. The company offers a wide range of services, including infrastructure projects and advanced technology solutions, to both government and commercial clients. Their work involves systems and software engineering, quality assurance, compliance, and security. Parsons stands out from competitors by focusing on long-term partnerships and project-based engagements, ensuring high-value solutions for complex challenges. The goal of Parsons is to enhance the efficiency and security of operations through the use of artificial intelligence, preparing large-scale data for AI applications and maintaining the integrity of vital systems.

Company Stage

IPO

Total Funding

$243.2M

Headquarters

Centreville, Virginia

Founded

1944

Simplify Jobs

Simplify's Take

What believers are saying

  • Growing demand for AI-driven cybersecurity benefits Parsons' national security and defense segments.
  • PFAS remediation demand is rising, expanding opportunities post-TRS Group acquisition.
  • Smart city initiatives globally present opportunities for Parsons' systems engineering expertise.

What critics are saying

  • Integration challenges from TRS Group acquisition may affect operational efficiency.
  • Departure of senior VP L. Roger Mason could disrupt strategic leadership.
  • Reliance on government contracts exposes Parsons to risks from budget changes.

What makes Parsons unique

  • Parsons specializes in national security, defense, and global infrastructure solutions.
  • The company integrates AI to enhance operations and drive innovation in various industries.
  • Parsons' acquisition of TRS Group boosts its environmental remediation capabilities.

Help us improve and share your feedback! Did you find this helpful?

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Paid Vacation

401(k) Retirement Plan

401(k) Company Match

Flexible Work Hours

Employee Stock Ownership Plan

INACTIVE