Job Description

Salary: $115,000 - 125,000 per year Requirements:

• We need 5+ years of experience in IT service desk or end-user support operations
• We need at least 2 years in a Service Delivery Management, Operations Manager, or Team Lead capacity
• We need experience supporting public sector or enterprise clients
• We need experience with contact center platforms such as Talkdesk, Genesys, or comparable tools
• We need a proven ability to manage client relationships in a managed services or outsourced IT setting
• We need strong working knowledge of ITSM frameworks, with ITIL v3 or v4 preferred
• We need experience with ticketing and ITSM platforms, with ServiceNow strongly preferred
• We need a demonstrated record of improving FLR, CSAT, or SLA performance
• We need excellent communication, presentation, and stakeholder management skills
• We need the candidate to be local to the Austin, Texas metro area and able to work onsite 40% of the time
• Preferred: ITIL Foundation certification or higher
• Preferred: familiarity with AI-enabled service desk tools, virtual agents, or automation technologies
• Preferred: HDI Support Center Manager (HDI-SCM) certification or similar

• We will have the person serve as the main contact for service delivery and own the daily operational health of the IT service desk
• We will have them develop and sustain strong client relationships while ensuring service levels, KPIs, and contractual commitments are met or exceeded
• We will have them lead, coach, and grow service desk analysts and team leads, promoting accountability and continuous improvement
• We will have them track and interpret performance metrics such as FLR, AHT, CSAT, and SLA/SLO compliance, then act on gaps
• We will have them work with internal partners and client leadership on escalations, capacity planning, and service improvement efforts
• We will have them promote shift-left approaches and self-service adoption to lower ticket volume and enhance the end-user experience
• We will have them oversee incident management, including timely resolution and clear communication during major incidents
• We will have them support workforce management, scheduling, and staffing decisions to align with demand and service goals
• We will have them collaborate with the ITSM Center of Excellence on platform governance, ServiceNow workflows, and reporting standards
• We will have them contribute to business reviews, reporting, and executive presentations on service performance

• AI
• Genesys
• Support
• ITIL
• ITSM
• ServiceNow
• Ada

More:

We are CAI, a global services firm with more than 9,000 associates worldwide and annual revenue above $1.3 billion. For over 40 years, we have combined talent and technology to help our clients, colleagues, and communities achieve what is possible. As a privately held company, we stay focused on doing what is right and delivering tailor-made solutions with lasting impact across public and commercial sectors. We are also recognized for advancing neurodiversity in the enterprise. This is a full-time hybrid role for an IT Service Delivery Manager based in Austin, Texas, with 40% onsite presence required. We offer medical, dental, and vision coverage, 401(k) access, and paid time off, with possible eligibility for additional sick leave or other PTO as permitted by law.

last updated 29 week of 2026

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