IT Services Delivery Manager (Non-Supervisory)

Compensation Grade:

S22

Salary Range:

$116,941.00-$169,563.00

Opening Date:

December 12, 2025

Closing Date:

December 27, 2025

Please Note: All job announcements close at 11:59 p.m. of the day before the posted closing date.

As an IT Services Delivery Manager, you will be responsible for delivering the timely, efficient and effective technical support to resolve problems and new service requests with the Airports Authority’s various computers/systems.

Serve in the Airport Technology Support Services (ATSS) Department in the Office of Technology at Ronald Reagan Washington National Airport (DCA), Washington Dulles International Airport (DCA), and at the Headquarters Office.

Provides subject matter expertise in IT service delivery, including IT support and service processes, tools, and practices. Collaborates with the ATSS organization, including Service Desk, Deskside Support, and Knowledge Base, as well as Network and Server Operations and the Security departments within the Office of Technology, and other key staff. Supports the Airports Authority’s desktops, laptops, mobile devices, audio-video (AV) systems, and applications, ensuring issue resolution for users at DCA, IAD, and the Dulles Toll Road. Works to mitigate issue escalation, address customer satisfaction concerns, and resolve complex IT service delivery and process adoption issues, while keeping management and key stakeholders informed. Performs related functions.

GENERAL RESPONSIBILITIES

Handles the day-to-day issue escalation and major incident manager activities of IT Service Delivery tickets engaged in logging, solving, coordinating for resolution of issues, incidents, problems, and new service requests from MWAA IT system users.

Handles complex IT Service delivery and issue or problem resolution by managing escalations, complex issue resolutions, coordination with senior leadership and program managers, communication, prioritization, and planning activities.  

Leads IT project and delivery of services including life-cycle management and maintenance projects, rolling out new technology or transformative technology via service desk. This includes developing plans by coordinating with every department of MWAA and addressing the specific needs of each department.

Communicate with Business Executives, Airline Partners, Concessions Partners and others on Projects, Incidents, and Problems escalation management, and become the spoke person for the OoT during the event.

Works to ensure that customers of escalated items are aware of the status of their problem/requests and the expected timeframe for action, in collaboration with the Support Service Supervisor,

Ensures all customer calls or emails or queries, and resolutions are properly recorded in Service Management Tools; and resolved and/or elevated promptly to the proper IT Service member(s) based on an established knowledgebase. May personally work or direct activities on a problem or request.

Monitors the IT Services ticketing system and queues. Identifies complex issues that might impact operations and their service delivery. Takes appropriate action to get attention from the right support team for example, Tier-II Application, Security, Server, Desktop Engineering, and Network teams.

Develops service level agreements (SLA) and related metrics and measurements for the Incident Management, Problem Management discipline of Service Desk. Works closely with Service Delivery Manager, Knowledge Manager, and Application Support Manager for implementation and adoption of the SLA and related metrics.

Ensures the support services adhere to established service level agreements (SLAs), International Organization for Standardization (ISO), and/or Information Technology Infrastructure Library (ITIL) IT Service Management processes and procedures. Participates in the development of SLAs and ongoing management of service level compliance.

Develops or refine processes to meet the ATSS need and coordinate with teams across the organization including Network, Security, Application, Audio-Video, Infrastructure, and business teams.

Develops and implements quality standards, along with periodic quality assurance audits. Utilizes the ticketing system to capture and review weekly and monthly metrics, ensuring accuracy and timeliness.

Monitors ticket data to confirm compliance with standards, including client information, problem descriptions, resolutions, priority classification, escalation paths, and communication updates. Works to maintain or exceed quality benchmarks across all service tickets.

Assis