Client Services Manager

General Dynamics

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Quick summary

Work type
On-site
Location
Washington, DC
Salary
$110,500–$149,500 / yr
Posted
70 days ago
Freshness
Confirmed live today
Nearby
99+ roles within 25 mi

Market check

Salary context

Below market

How this pay compares to similar roles

Similar $180k
This role $130k
$97k $233k
below market most similar roles pay here above market

This role pays less than 89% of similar roles. Most pay $150,634–$208,800 — the blue band above. At the midpoint, this role pays about $130k versus about $180k for comparable roles.

Based on 240 similar postings.

Employer

About General Dynamics

General Dynamics is a global aerospace and defense company offering a broad portfolio of products and services in business aviation, ship construction, land combat vehicles, and information technology. It serves customers in the U.S. government, allied governments, and a diverse array of commercial markets.

General Dynamics currently has 1364 open roles on FindRole.

Listed pay typically runs $124,093–$150,385 across 1161 roles with salary data.

Most-posted roles

View all roles at General Dynamics

At a glance

TL;DR · Client Services Manager

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The Client Services Manager leads the IT Service Delivery function, overseeing multi-site Help Desk operations, Unified Communications, and Video Teleconferencing support teams. This role ensures high-quality customer support across the United States by implementing standardized ITIL practices and managing daily operations, service performance, and escalation workflows. The manager will build staffing plans, monitor ticket queues, and conduct quality audits to drive continuous improvement. Key responsibilities include managing incident management, request fulfillment, and knowledge management within the ServiceNow platform. The position requires proficiency in ServiceNow, ITIL processes, and collaboration technologies like Microsoft Teams, Zoom, and Cisco. The role solves the business problem of maintaining reliable, mission-critical communication infrastructure and consistent service delivery across diverse geographical locations while ensuring strict adherence to service level agreements.

Skills

ServiceNow ITIL ITSM Unified Communications Video Teleconferencing Microsoft Teams Zoom Cisco AV Systems Incident Management Request Fulfillment Knowledge Management SLA Tracking Dashboards Reporting Network Fundamentals

What you'll do

  • Manage multi-site Help Desk and Service Desk teams to ensure consistent service delivery across the U.S.
  • Oversee frontline IT support activities including incident management, request fulfillment, and SLA tracking within ServiceNow.
  • Ensure strict adherence to ITIL-based processes for incidents, requests, problems, changes, and knowledge management.
  • Create staffing plans, shift schedules, and cross-site support models to maintain full operational coverage.
  • Monitor ServiceNow dashboards and analytics to track performance trends, operational health, and ticket quality.
  • Oversee Unified Communications and Video Teleconferencing teams for collaboration platforms and executive-level event support.
  • Act as the senior escalation point for service delivery, help desk, and technical infrastructure issues.
  • Identify and implement automation opportunities within ServiceNow, such as workflows and AI routing.

What we're looking for

  • US Citizenship is required.
  • Must possess a TS or DOE Q level security clearance.
  • Bachelor's degree in IT, Business, Communications, or equivalent experience.
  • 9+ years of related experience.
  • 5-7+ years of experience managing IT Service Delivery or Help Desk operations across multiple locations.
  • Strong, hands-on experience with ServiceNow as an ITSM platform.
  • Experience working in ITIL environments with a solid understanding of key ITIL practices.
  • ServiceNow Administrator or ITSM specialization experience (preferred); ITIL Foundation certification or higher (preferred).

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