KeyLogic has a new opportunity, for a Service Level Manager. This position can be Hybrid, based out of Bethesda, MD.

Position Summary:
The Service Level Manager is a key personnel position responsible for monitoring and improving customer satisfaction by ensuring OIT technical teams adhere to industry best practices and Service Level Agreements (SLAs). This role involves generating reports, understanding business functions, and collaborating with teams to develop and communicate SLAs.

Position Responsibilities:

• Monitor and improve OD customer satisfaction in concert with OIT technical teams.
• Insure that OIT technical teams are following industry best practices.
• Monitor customer service awareness of OIT technical team staff and survey the OD customer community to gauge satisfaction.
• Generate daily, weekly, and monthly reports on overall technical and business performance related to SLAs, projects, and resource utilization.
• Understand the business functions of OIT-supported organizations and ensure effective use of existing products and technologies.
• Convey expert knowledge and experience in ITIL.
• Document and communicate business requirements of end-customers and stakeholders.
• Collaborate with OIT technical teams in developing SLAs and Memorandums of Understanding (MOU).
• Ensure proper tracking procedures are followed by support staff, including accurate triaging and categorization of service requests.
• Apply specifications of OD SLA to service requests.
• Refine, document, and maintain procedures and guidelines for IT support operations in collaboration with the COR.
• Assist in timely responses to customer questions and actions requested by OD regarding IT support.

Position Requirements:

• Ability to obtain and maintain a Federal Background Investigation
• Ability to obtain a Public Trust Clearance, requirements include Permanent Residency or U.S. Citizenship
• Demonstrated expertise and experience in Information Technology Infrastructure Library (ITIL).
• Strong analytical skills for generating and interpreting performance reports.
• Excellent communication and collaboration skills to work with technical teams, customers, and stakeholders.
• Ability to develop and refine processes and procedures.

Required Certifications:

• Knowledge, skill, and certification in the use of the latest version of ITIL standards, guidelines, and best practices in supporting IT Service Management Delivery and Support. If not certified, certification must be obtained within 6 months of selection.

*Position is an opportunity for future work, salary level $80, 000 - $150, 000