Manager of Delivered IT Support Services (VA ESOM)
Manager of Delivered IT Support Services (VA ESOM)
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Job Description
Thank you for considering IT Concepts dba Kentro where innovation drives opportunity and collaboration leads to success. Our dynamic community of experts is fully committed to advancing our customers missions fostering professional growth and making a positive impact on our communities.
Our transition to Kentro in 2025 reflects a rich legacy built upon the foundation of IT Concepts. Rather than leaving ITC behind we confidently embrace a future centered around the Core of More. By joining our supportive community you will find that Kentro is dedicated to your personal and professional development. Together we can drive meaningful change spark innovation and achieve extraordinary milestones.
Kentro is seeking an experienced Manager of Delivered IT Support Services to support our VA-ESOM- End Point Support and Operations Monitoring contract across the United States. The Manager of Delivered IT Support Services provides strategic and operational leadership across multiple client sites ensuring the delivery of high-quality consistent and efficient IT support services. This role manages 10 IT Support Managers and indirectly oversees a workforce of 400 non-exempt employees ensuring client satisfaction adherence to service level agreements (SLAs) operational efficiency and continuous improvement of IT service delivery.
Key Responsibilities:
Leadership & Oversight:
- Lead mentor and develop 10 direct-report managers overseeing large IT support teams.
- Foster a culture of accountability continuous learning and operational excellence.
- Ensure all teams operate in alignment with organizational goals policies and client requirements.
Service Delivery Management:
- Oversee IT support operations across multiple client sites ensuring adherence to SLAs KPIs and customer satisfaction metrics.
- Drive consistency and standardization of IT support processes across sites.
- Monitor daily weekly and monthly performance reports to ensure service quality and issue resolution.
Client Engagement:
- Act as the escalation point for high-impact client issues ensuring timely resolution and communication.
- Partner with client stakeholders to understand evolving business needs and recommend improvements or service adjustments.
Operational Excellence:
- Implement best practices for workforce management scheduling and resource allocation to ensure optimal staffing levels.
- Champion process automation tool optimization and other efficiency improvements.
- Review and refine incident problem and change management processes to meet ITIL standards.
People Management & Development:
- Develop leadership capabilities within the management team through coaching training and career development.
- Lead performance reviews set goals and create succession planning for critical roles.
- Partner with HR to address employee relations issues and maintain high employee engagement.
Budgeting & Reporting:
- Develop and manage the service delivery budget tracking costs against forecasts.
- Prepare executive-level reports on service performance client satisfaction and operational risks.
Location: Hybrid work environment. Telework approved Able to travel as needed to regional locations.
Western Region Ideal locations: TX OH NV
Other location options: Western United States
Salary Range: $160-175K. Factors influencing pay within this range include geography market demand skills education experience and other qualifications of the successful candidate.
Requirements
Education:
- Bachelors degree in computer science electronics engineering or other engineering or technical discipline
Experience:
- 10 years in IT service delivery or support roles including 5 years managing managers and large teams.
- Experience overseeing large teams while supporting a Federal client.
- Proven experience leading multi-site IT operations and large-scale teams (400 employees).
- Strong background in ITIL practices incident management and customer support operations.
Skills:
- Exceptional leadership coaching and interpersonal communication skills.
- Strong analytical and problem-solving skills with a data-driven mindset.
- Ability to build and maintain strong client relationships and manage escalations effectively.
- Experience with workforce management tools ITSM platforms and KPI reporting.
Preferred Skills:
- PMP Certification
- Located in the region for ease of travel to sites within the region.
- Experience with personnel management and employee relation issues.
Key Competencies
- Strategic thinking with a focus on operational excellence.
- Ability to influence and inspire large teams.
- Results-oriented with a track record of delivering high customer satisfaction.
- Adaptability and resilience in a fast-paced multi-client environment.
Clearance requirement:
- US Citizen or Green card holder
- Willing and able to get a Public Trust Suitability clearance
Benefits
The Company
We believe in generating success collaboratively enabling long-term mission success and building trust for the next challenge. With you as our partner lets solve challenges think innovatively and maximize impact. As a valued member of our team you have the unique opportunity to work in a diverse range of technology and business career paths all while supporting our nation and delivering innovative technology solutions. We are a close community of experts that pride ourselves on creating an environment defined by teamwork dedication and excellence.
We hold three ISO certifications (27001:-1::2015) and two CMMI ML 3 ratings (DEV and SVC).
Industry Recognition
Growth Inc 5000s Fastest Growing Private Companies DC Metro List Fastest Growing; Washington Business Journal: Fastest Growing Companies Top Performing Small Technology Companies in Greater D.C.
Culture Northern Virginia Technology Council Tech 100 Honoree; Virginia Best Place to Work; Washington Business Journal: Best Places to Work Corporate Diversity Index Winner Mid-Size Companies Companies Owned by People of Color; Department of Labors HireVets for our work helping veterans transition; SECAF Award of Excellence finalist; Victory Military Friendly Brand; Virginia Values Veterans (V3); Cystic Fibrosis Foundation Corporate Breath Award
Benefits
We offer competitive benefits package including paid time off healthcare benefits supplemental benefits 401k including an employer match discount perks rewards and more. We invest in our employees Every employee is eligible for education reimbursement for certifications degrees or professional development. Reimbursement amounts may fluctuate due to IRS limitations. We want you to grow as an expert and a leader and offer flexibility for you to take a course complete a certification or other professional growth and networking. We are committed to supporting your curiosity and sustaining a culture that prioritizes commitment to continuous professional development.
We work hard; we play hard. Kentro is committed to incorporating fun into every day. We dedicate funds for activities virtual and in-person e.g. we host happy hours holiday events fitness & wellness events and annual alignment with our commitment to our communities we also host and attend charity galas/events. We believe in appreciating your commitment and building a positive workspace for you to be creative innovative and happy.
Commitment Equal Opportunity Employment & VEVRAA
Kentro is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to disability status as a protected veteran or any other status protected by applicable federal state or local law.
Kentro is strongly committed to compliance with VEVRAA and other applicable federal state and local laws governing equal employment opportunity. We have developed comprehensive policies and procedures to ensure our hiring practices align with these requirements.
As part of our VEVRAA compliance efforts Kentro has established an equal opportunity plan outlining our commitment to recruiting hiring and advancing protected veterans. This plan is regularly reviewed and updated to ensure its effectiveness.
We encourage protected veterans to self-identify during the application process. This information is strictly confidential and will only be used for reporting and compliance purposes as required by law. Providing this information is voluntary and will not impact your employment eligibility.
Our commitment to equal employment opportunity extends beyond legal compliance. We are dedicated to fostering an inclusive workplace where all employees including protected veterans are treated with dignity respect and fairness.
How to Apply
To apply to Kentro Positions- Please click on the: Apply for this Job button at the bottom of this Job Description or the button at the top: Application. Please upload your resume and complete all the application steps. You must submit the application for Kentro to consider you for a position. If you need alternative application methods please email and request assistance.
Accommodations
To perform this job successfully an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. If you need to discuss reasonable accommodations please email .
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Required Experience:
Manager
Employment Type
Full-Time
