Manager, Information Technology Services

Rockville , MD
Mar 11, 2023
Mar 29, 2023
Full Time
Westat is an employee-owned corporation providing research services to agencies of the U.S. Government, as well as businesses, foundations, and state and local governments. Westat's research, technical, and administrative staff of more than 2,000 is located at our headquarters in Rockville, Maryland, near Washington, DC.

Westat is committed to building a diverse workforce and a culture of inclusivity, belonging and equity for all. We believe that our greatest strength draws on the different backgrounds, cultures, perspectives and experiences of our employees.

Westat is seeking a Manager of Information Technology Services who will serve as a thought leader in their space, inspiring a team that provides critical support to our organization and clients with a focus on user experience.
The Manager of Information Technology Services will be responsible for the strategy, development, and implementation of services and support at Westat. This includes managing helpdesk support, hardware support, IT Training, Video Conferencing solutions and inventory management in a hybrid environment that consists of remote office support and staff across multiple offices.
As a member of the IT Leadership Team, this role will interface with senior management across the firm to develop and implement strategies that have a direct impact on process efficiency and competitive capabilities for the company.

Job Responsibilities:
Manage end-user support requests to ensure timely and effective resolutions
  • Follow up with customers to facilitate feedback on services and identify areas of improvement
  • Developing and implementing end user support strategies and services
  • Manage and coordinate support for conference rooms, mobile devices, enterprise telephony, video conference services, and deployment of laptops across multiple offices
  • Coordinate and communicate closely with IT and business leaders across the organization on technology implementation and execution
  • Develop, maintain, and monitor a technology roadmap
  • Stay current with trends in information technology and advise on new technologies and solutions
  • Assist IT team in the design and implementation of technologies and streamline service processes to enhance the user experience
  • Participate in technical requirements gathering and continuous process improvement activities
  • Identify and implement automation and self-serve capabilities to drive operation efficiency and improved user experience

Business and Staff Management
  • Collaborate across the organization to create efficiency, process improvements, and eliminate redundancies
  • Adeptly manage project timelines, budgets, and resources
  • Provide technical guidance, counsel, and direction for all individuals on the team, as needed, to resolve technical issues
  • Manage vendor relationships, develop strategic partnerships and negotiating terms in the best interest of the organization
  • Oversee the planning and budgeting for all Information Technology support services 
  • Develop, implement, and maintain standard operating procedures to ensure consistent delivery of support services
  • Recruit, motivate, and develop staff
  • Conduct annual performance reviews for staff and develop professional development plans to provide growth and improvement opportunities
  • Provide coaching, leadership, and professional development for staff
  • Foster teamwork and collaboration across service groups

Basic Qualifications

Typically requires a bachelor's degree in a computer science related field with minimum of 10 years of progressive IT services experience including leadership experience or an equivalent combination of education and experience. 

Demonstrated experience in:
 •   Helpdesk support management and knowledge base solutions
               o Developing and growing talent
               o Managing change
               o Project management skills and ability to manage complex projects
               o Managing and negotiating with external vendors/partners
 •   Proficiency with:
               o Windows 10, Office 365, Active Directory, Dynamics 365, and cloud technologies
               o Remote monitoring, MDM solutions, and computer imaging
               o FISMA security standards
               o Citrix XenApp, XenDesktop, NetScaler
               o ITIL certification a plus
Preferred Qualifications:
Qualities such as being:
 •   Detail-oriented with excellent organization and analytical and problem-solving skills
               o Able to gather information effectively and make quick decisions
               o Able to forge trusting, consultative relationships
               o Able to navigate ambiguity
               o Able to communicate clearly and effectively with senior IT, business, and services leaders
               o Excellent customer service skills
               o Customer-centric

Westat offers a well-rounded and comprehensive benefits program focused on wellness and work/life balance. Subject to plan requirements, employees may participate in:
  • Employee Stock Ownership Plan
  • 401(k) Retirement Plan
  • Paid Parental Leave
  • Vacation Leave (15 days per year)
  • Sick Leave (10 days per year)
  • Holiday Leave (7 government holidays and 2 floating holidays)
  • Professional Development
  • Health Advocate
  • Employee Assistance Program
  • Travel Accident Insurance
  • Medical Insurance
  • Dental Insurance
  • Vision Insurance
  • Short Term Disability Insurance
  • Long Term Disability Insurance
  • Life and AD&D Insurance
  • Critical Illness Insurance
  • Supplemental Life Insurance
  • Flexible Spending Account
  • Health Savings Account


Westat is an Equal Opportunity Employer and does not discriminate on the basis of race, creed, color, religion, sex, national origin, age, veteran status, disability, marital status, sexual orientation, citizenship status, genetic information, gender identity or expression, or any other protected status under applicable law.

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