SRA International, Inc., A CSRA Company Area Service Delivery Manager - Field Support - US Citizenship required in Lumpkin, Georgia

Clearance Level Must Currently Possess:

Public Trust

Clearance Level Must Be Able to Obtain:

No Active Clearance Required


Agency Specific

Job Family:

Program Management

Job Description:

The Project Manager (Area Manager) reports to the Regional Technical Manager and will serve in a geographic area of the United States to manage the service delivery efforts of a large IT Service Delivery team that provides break-fix and operational and maintenance support to the end-users within the assigned area. Ensures tasking, priority projects, reporting and other technical activities are carried out in accordance with specified objectives as outlined in the Statement of Work and through agreements with client.

Contract requires US Citizenship and must be able to obtain an EOD.

Responsible for all aspects of the assigned Area of Responsibility (AOR) and assigned projects

  • Manages the workload and assignments of subordinate staff through daily interaction and periodic staff meetings

  • Monitors the ServiceNow queue

  • Works with client for direction and priorities

  • Serve as point of contact for all projects, work assignments, service level agreements, deliverables, and customer relationships in their (AOR)

  • Interface with all areas affected by any project in their AOR including end users, computer services, and clients

  • Collaborate with client to assist in defining project scope and objectives and make work assignments as required

  • Develop detailed work plans, schedules, project estimates, resource plans, and status reports

  • Conduct project and staff meetings as needed

  • Ensure adherence to quality standards and directs and/or provides analysis of trouble tickets to identify root cause

  • Serve as liaison to the client counterpart and manage vendor tasks as required

  • Manage to budget guidelines provided by program management

  • Provide leadership and challenges others to develop as leaders while serving as a role model and inspiring coworkers to attain goals and pursue excellence encouraging more junior staff to take responsibility for their development within the company

  • Identify opportunities for improvement and makes constructive suggestions for change while managing the process of innovative change effectively and remaining on the forefront of emerging industry practices

  • Facilitate effective team interaction by acknowledging and appreciating each team member’s contributions; effectively utilizing each team member to his/her fullest potential and keeping track of lessons learned and shares those lessons with team members

  • Manage client interaction and expectations regarding service delivery efforts while developing lasting relationships with client personnel that foster client ties

  • Communicate effectively with clients to identify needs and evaluate alternative technical solutions while continually seeking opportunities to increase customer satisfaction and deepen client relationships

  • Conduct effective performance evaluations and mentor service delivery team through formal and informal channels

Minimum Qualifications:

  • Understanding of complex technologies and networking concepts and proven experience consistently applying them in client engagements

  • Demonstrated knowledge of client/server and internet system architectures

  • Ability to communicate effectively with management and all levels of the customer’s organization to identify needs, evaluate solutions, identify opportunities for improvement and build customer relationships.

  • Demonstrated initiative with a strong sense of urgency and purpose.

  • Proven success in the development of customer-centric solutions.

  • Demonstrated knowledge of industry best practices and the ability to understand complex and advanced technical concepts.

  • Demonstrated success in customer service and relationship building.

  • Ability to complete multiple projects simultaneously, and in a timely manner.

  • Ability to work independently in a dynamic environment.

  • Comprehensive knowledge of operating systems and office productivity software (Preferred: Microsoft Windows, Microsoft Office, SharePoint, and Adobe Acrobat)

  • Familiarity with WAN devices, circuits, cabling, voice communication systems and facilities management.

  • Working knowledge of operating endpoint management tools (Preferred: SCCM, Tanium, BigFix, Tivoli, LANDesk, or Altiris)

  • Experience using IT Service Management software (Preferred: ServiceNow, Remedy, HEAT, Siebel or Unicenter)

  • Must be able to bend, kneel, stretch, crawl and lift or move up to 50 lbs

Preferred Education and Work Experience:

  • Bachelor's degree in Information Technology or related field

  • 5 or more years of experience providing technical support in an enterprise environment

  • Professional Certifications: ITIL, PMP, MCSE, MCITP, A+, Security+ and/or Network Travel Requirement: Travel is required and actual percentage depends upon location; Overnight travel - Yes

Location: This is a client side position managing a support staff supporting multiple locations in Georgia, North Carolina and South Carolina

Other Qualifications: Must be Clearable, Position of Trust, EOD

Driving Classification: This position is classified as a “Regular Driver”

# of Openings:


Scheduled Weekly Hours:


T elecommuting Options:

Telecommuting Not Allowed

Work Location:

USA GA Lumpkin - 146 CCA Rd (GAC022)

Additional Work Locations:

CSRA is committed to creating a diverse environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.


CSRA is tomorrow’s thinking, today. To “Think Next. Now.” is to imagine a better future and to deliver it, today. For our customers, our partners, and ultimately, all the people our mission touches, CSRA is realizing the promise of technology to change the world through next-generation thinking and meaningful results.

We understand that our customers' missions require new methods and imaginative thinking. We bring together government IT professionals, emerging technologies, and the brightest, cutting-edge advisors in the industry to deliver a broad range of innovative, next-generation IT solutions and professional services to help our customers modernize their legacy systems, protect their networks and assets, and improve the effectiveness and efficiency of mission-critical functions for our warfighters and our citizens.

Everywhere you look, CSRA is there. We’re in our nation’s infrastructure, in training and education, in cyber security, in serving veterans who served us—and, so much more. Take some time to learn more about CSRA. You might be surprised to learn how we touch your life.

We are a company of 18,000+ smart, talented individuals, yet we enjoy a start-up culture that inspires us to make a difference while delivering results in this rapidly evolving world. Join our team and use your skills and expertise to support the safety, security, health and well-being of the nation.