IT Team Manager

Amentum is currently seeking a IT Team Manager to support an IT Managed Services program in Albuquerque, New Mexico. The overall program includes a 500+ work force performing Enterprise IT support, Service Desk, and Telecommunications support across multiple facilities and locations, for classified and unclassified telecommunications and information technology (IT) systems.

This role provides strategic oversight and leadership to the Support Operations team, ensuring efficient service delivery and exceptional customer satisfaction. You will collaborate with stakeholders to define service standards, manage resources, and continuously improve processes.

Responsibilities:

• Team Leadership & Development:
  • Supervise team technicians, planning & overseeing their work and daily activities.
  • Promote a positive and productive work environment, fostering teamwork and collaboration.
  • Develop and implement training programs to continuously improve team skills and knowledge.
  • Conduct performance evaluations and implement corrective actions as needed.
  • Participate in the recruitment, selection, and onboarding of new staff.
• Service Delivery & Quality:
  • Collaborate with stakeholders to define, agree upon, and implement service standards and procedures.
  • Monitor and track team performance, analyze metrics and reports, and identify areas for improvement.
  • Ensure effective workload balancing for the team to optimize efficiency and meet service levels.
  • Resolve customer issues promptly and collaboratively, maintaining outstanding customer service.
  • Act as the first point of escalation for customers and other IT staff.
  • Be a champion for continuous improvement, identifying and implementing opportunities to enhance service delivery.
• Collaboration & Communication:
  • Partner with other teams to cross-train staff and facilitate knowledge sharing.
  • Collaborate with peers to share best practices, develop solutions, and manage workloads across the organization.
  • Communicate effectively with customers, team members, and other stakeholders, keeping them informed on progress and updates.
  • Prepare and participate in meetings to discuss service delivery, anticipate changes, and plan accordingly.
• Operational Efficiency & Reporting:
  • Develop and implement formal site procedures to ensure smooth operations and consistency.
  • Analyze ticket trends and report issues to other IT groups as needed.
  • Monitor queue levels and ensure efficient resource allocation.
  • Document all required information to maintain operational guides and manuals.
  • Generate accurate and timely reports for the Operations Manager, capturing key performance metrics.

Minimum Qualifications:

• Must have a Bachelor's degree and 4 years of experience OR an Associate's degree and 7 years of experience OR a High School degree and 10 years of experience.
• Related experience can be substituted for relevant education and vice versa.
• Must be able to obtain and maintain a TOP SECRET (TS) or DOE Q Government Clearance. Note: US Citizenship is required to obtain a TOP SECRET (TS) or DOE Q Clearance.
• Leadership experience:
  • Two (2) years of direct experience as a team lead, coaching and mentoring staff, and/or leading projects can substitute for direct team management experience.
• Management skills:
  • Demonstrated ability to provide managerial support for subordinate management and technical staff.
• Minimum of one (1) year of experience working with IT Service Management (ITSM) best practices.
• Proven ability to achieve performance metrics using industry best practices.
• Experience using ticket tracking systems such as Remedy, Atlassian, ServiceNow, or similar tools.

Preferred Qualifications:

• ITIL/ITSM V.4 Foundation Certification desirable.
• An Active Dept. of Energy Clearance is strongly desired.
• Experience with Service Level Agreements (SLA).
• Experience working within KCS (Knowledge-Centered Services)

Amentum is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, religion, color, sex, gender, national origin, age, United States military veteran's status, ancestry, sexual orientation, marital status, family structure, medical condition including genetic characteristics or information, veteran status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law.

Labor Law Posters

EEO including Disability/Protected Veterans