In anticipation of an award, Tantus Technologies, Inc. (Tantus) - recognized by the Washington Post as a Top Workplace - is seeking a Service Level Manager to support a Federal Program. You will be responsible for monitoring and improving customer satisfaction by ensuring OIT technical teams adhere to industry best practices and Service Level Agreements (SLAs). This role involves generating reports, understanding business functions, and collaborating with teams to develop and communicate SLAs.

Location: This is a hybrid role in Bethesda, MD. 
Clearance: This position supports a federal contract and requires the ability to pass a background check.

• Monitor and improve OD customer satisfaction in concert with OIT technical teams.
• Insure that OIT technical teams are following industry best practices.
• Monitor customer service awareness of OIT technical team staff and survey the OD customer community to gauge satisfaction.
• Generate daily, weekly, and monthly reports on overall technical and business performance related to SLAs, projects, and resource utilization.
• Understand the business functions of OIT-supported organizations and ensure effective use of existing products and technologies.
• Convey expert knowledge and experience in ITIL.
• Document and communicate business requirements of end-customers and stakeholders.
• Collaborate with OIT technical teams in developing SLAs and Memorandums of Understanding (MOU).
• Ensure proper tracking procedures are followed by support staff, including accurate triaging and categorization of service requests.
• Apply specifications of OD SLA to service requests.
• Refine, document, and maintain procedures and guidelines for IT support operations in collaboration with the COR.
• Assist in timely responses to customer questions and actions requested by OD regarding IT support.

• Bachelor’s degree in Information Technology, Business Administration, or 5 years of relevant experience.

• 5 years of experience in customer-facing roles within IT O&M, service delivery, or technical account management.

• Strong understanding of IT operations, maintenance workflows, and service management practices.

• Familiarity with ITSM frameworks (e.g., ITIL) and tools (e.g., ServiceNow, BMC Remedy).

• Excellent communication, interpersonal, and conflict resolution skills.

• Ability to work across technical and non-technical teams to achieve customer satisfaction.

• Demonstrated expertise and experience in Information Technology Infrastructure Library (ITIL).

• ITIL Foundation 

• Customer Success or Relationship Management certification

• PMP certification

• Salary range is $120,000-140,000/year. The salary range for this position reflects a variety of factors that influence compensation decisions, including skills, experience, training, certifications, and organizational needs.