Service Level Manager

Responsibilities & Qualifications Overview TekSynap is seeking a Service Level Manager (SLM) to support our client in Arlington, VA. The SLM will be responsible for managing and reporting on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) across multiple IT service towers. This role requires a proactive leader with strong analytical, communication, and ITIL-aligned service management skills. Responsibilities + Monitor SLA compliance and ensure adherence to contractual performance metrics. + Develop and maintain dashboards to track critical SLAs and KPIs; ServiceNow experience is a plus. + Generate monthly, quarterly, and annual SLA performance reports. + Coordinate with team leads across service towers to ensure high-quality service delivery. + Conduct trend analysis and identify areas for improvement. + Develop and implement Service Improvement Plans (SIPs) for failing SLAs. + Present exemption requests to the client when SLA failures occur due to extenuating circumstances. + Support strategic planning and continuous improvement initiatives. + Maintain documentation and auditable reporting processes for SLA management. Required Qualifications + 2+ years of experience managing SLAs for IT Operations. + 3+ years of experience in leadership roles for Service Desk, Data Center, or Network teams. + ServiceNow ITSM/ITOM experience. + ITIL v4 Foundation Certification (or ability to obtain within 90 days of hire). + Strong analytical and reporting skills; experience with dashboards and KPI tracking. + Excellent communication skills for client and stakeholder engagement. + U.S. Citizenship required. + Ability to obtain and maintain a Public Trust clearance. Preferred Qualifications + Experience supporting federal clients. + Proven ability to lead cross-functional teams in a high-demand environment. Overview We are seeking a Service Level Manager to join our team supporting the FDIC IT Support Services in Arlington, VA. TekSynap is a fast growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. u201cTechnology moving at the speed of thoughtu201d embodies these principles u2013 the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers. We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays. Visit us at . Apply now to explore jobs with us The safety and health of our employees is of the utmost importance. Employees are required to comply with any vaccination requirements mandated by contract, applicable law or regulation. By applying to a role at TekSynap you are providing consent to receive text messages regarding your interview and employment status. If at any time you would like to opt out of text messaging, respond

Created: 2025-12-05