Job ID 2020-4678
Job Locations
IT: Support / Technician
Regular Full-Time


NCI is a leading provider of enterprise solutions and services to U.S. defense, intelligence, health and civilian government agencies. NCI's AI solution, Shai(tm), scales humans with artificial intelligence by empowering the workforce to meet their mission by using best in class AI solutions coupled with our exceptional service offerings. Working with strategic partners, NCI is committed to bringing commercial innovation to missions of national importance. NCI is a mid-tier systems integrator headquartered in Reston, VA, and operates at locations across the globe.


NCI has been designated a 2020 Military Friendly Employer by  




NCI is looking for a self-driven SERVICE DELIVERY MANAGER (SDM) with the desire for success and a relentless interest in providing a positive customer experience to complement a cohesive team of IT professionals.The SDM shall be responsible for delivery and ownership of holistic customer service offerings. The SDM shall ensure that policies and processes are in place to deliver consistent, efficient, and effective services. The SDM shall be responsible for improving, optimizing, standardizing, and streamlining customer support processes that yield improvements to the customer experience. The SDM shall be responsible for leading large-scale IT service delivery with an emphasis on best practices to transition to easier-to-use, self-help formats of delivery which reduce the frequency and quantity of human interaction.In assuming this position, you will be a critical contributor to meeting NCI's mission: To deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments.


This position requires a Public Trust (SECRET) and is located in the Washington, D.C. metro area.



GSA Office of Digital Infrastructure Technologies (IDT), formerly known as GSA IT Office of Enterprise Infrastructure Operations, is part of the GSA Office of Deputy Chief Information Officer (DCIO). IDT implements, operates, maintains, and supports GSA’s IT infrastructure Software/Hardware (SW/HW) and systems, GSA’s mission-support systems, and applications. IDT covers the complete set of service offerings using a brokerage model. IDT provides services which include, but are not limited to:

  1. IT service desk and on-site support.
  2. End-user device management.
  3. Conference and collaboration support.
  4. Network and telecommunications support.
  5. Unified communications.
  6. Compute/storage and cloud management.
  7. Identity, credential, and access management.





  • A minimum of five years of technical experience managing, maturing, and modernizing service delivery for remote and geographically dispersed users with end-to-end service delivery, similar in size, scope, and complexity to this TO.
  • Recent (within the last five years) experience with implementing SLAs and performance metrics on a contract of similar size, scope, and complexity.
  • Experience in promoting and institutionalizing the utilization of AI (e.g., virtual agents) to drive continuous improvement in business value and customer experience.
  • Certified ITIL 4SL
  • This position requires a Public Trust (SECRET) Clearance

Desired Qualifications:

  • Recent experience implementing, managing, and modernizing successful self-help/self-heal services.
  • Help Desk Institute Support Center Manager (HDI-SCM) Certification.
  • Active Project Management Institute (PMI) or the Project Management Professional (PMP)) certification.
  • Experience with facilitating/coordinating cross-functional teams to develop, deliver, operationalize, document, and support solutions.
  • Recent experience with developing and managing a customer-focused continuous improvement program.

Required Education and Experience:

  • Bachelors Degree required

Physical Requirements: 

This position requires the ability to perform the below essential functions:

  • Sitting for long periods
  • Standing for long periods
  • Ambulate throughout an office and/or between several buildings

It is the policy of NCI to provide equal opportunity in recruiting, hiring, training, and promoting individuals in all job categories without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected class or category as may be defined by federal, state, or local laws or regulations. In addition, we affirm that all compensation, benefits, company-sponsored training, educational assistance, social, and recreational programs are administered without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, or gender identity. It is our firm intent to support equal employment opportunity and affirmative action in keeping with applicable federal, state, and local laws and regulations.  NCI is a VEVRAA Federal Contractor.


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