IT Service Delivery/IT Managed Support

Job#: 3035056

Job Description:

Client is seeking a highly effective IT Service Coordinator to serve as a liaison between business units and IT service providers. This role is responsible for coordinating service requests, supporting escalations, and translating business needs into clear, actionable technical requirements. This position operates within established VITA and IT Division processes, procurement requirements, and technology governance frameworks. It ensures business needs are clearly defined, aligned with applicable standards, and delivered as effective solutions. This role serves as a bridge between business stakeholders and IT, allowing end users to focus on their responsibilities without needing to navigate internal processes or technical constraints. Success in this role requires the ability to listen, ask questions, and translate incomplete or evolving needs into well-structured requests that can be validated and delivered by third-party technical teams. The ideal candidate understands how to work within defined processes while remaining focused on achieving effective outcomes for the customer. This position operates in an environment undergoing active organizational and process transformation. The successful candidate will demonstrate adaptability, resilience, and professionalism with the ability to navigate evolving priorities while maintaining consistency, accuracy, and accountability. Position Overview Serve as a liaison between business stakeholders and IT service providers, ensuring clarity, alignment, and accountability. o Serve as the primary operational point of coordination for business stakeholders, ensuring service requests, incidents, escalations, and technology needs are appropriately managed from intake through resolution. Engage with stakeholders to understand needs, ask clarifying questions, and translate requirements into clear, actionable technical requests. Coordinate submission of service catalog requests and requests for solution (RFS), ensuring completeness, accuracy, and appropriate context. Review and evaluate requests prior to submission, providing feedback to ensure clarity, alignment, and sufficient detail. Navigate and apply VITA processes, including procurement requirements, cloud/SaaS governance, and emerging technology considerations. Engage and coordinate with appropriate technology, , security, procurement, and third-party supplier teams to ensure requests are reviewed by the right stakeholders, aligned with applicable frameworks while maintaining focus on achieving desired outcomes. Monitor service requests, incidents, escalations, Service Level Agreements (SLAs) performance, aging items, and recurring service trends to ensure timely follow-up, identify risks or gaps, and support continued progress toward resolution.

Support and coordinate issue escalation activities when appropriate, ensuring clear business justification and proper stakeholder engagement. Maintain ownership of assigned work, providing meaningful updates and driving progress through resolution. Confirm customer satisfaction prior to closure of requests or escalated items. Build and maintain strong working relationships with suppliers and internal partners. Collaborate with internal IT resources to ensure alignment with future agency goals and evolving processes. Demonstrate disciplined follow-up and follow-through to ensure commitments are met and no items are left unresolved. Work with business stakeholders to clarify technology needs, evaluate demand requests, define business outcomes, and help prioritize work based on operational impact, risk, urgency, and available capacity. Assist with development of business requirements, justifications, intake documentation, and other supporting artifacts needed to advance technology requests through applicable review, security, procurement, and governance processes. Assist with resolving competing priorities, scheduling conflicts, resource constraints, and service delivery dependencies across internal teams, third-party suppliers, and business stakeholders. Coordinate post-incident follow-up, including review of root cause analysis findings, corrective actions, lessons learned, and communication back to impacted business areas. Provide clear, timely, and professional status updates to business stakeholders, leadership, and internal teams regarding active requests, escalations, service issues, risks, and next steps. Demonstrate understanding of service catalog offerings, technology intake processes, support channels, and IT service delivery practices. What You Bring Required 5-7 years of experience in IT service coordination, request management, escalation support, or service delivery roles. Strong written and verbal communication skills, with the ability to produce clear, concise, and well-structured documentation. Demonstrated ability to analyze situations and make effective decisions in a fast-paced environment. Proven ability to manage multiple priorities while maintaining accuracy, quality, and attention to detail. Experience managing stakeholder expectations and maintaining confidence during high-impact or time-sensitive situations. Strong organizational and time management skills with a disciplined approach to follow-up and follow-through. Demonstrate ability to engage with stakeholders, actively listen, ask clarifying questions, and translate business needs into clear, actionable technical requirements. Ability to evaluate requests for completeness, clarity, and alignment, providing feedback and guidance prior to submission. Experience translating business needs into technical requirements. Proven ability to seek clarification, incorporate feedback, and adjust approach in dynamic environments. Demonstrated ability to balance process adherence with practical problem-solving, maintaining a focus on customer outcomes and service quality. Preferred Experience coordinating work in a mutli-supplier or outsourced IT environment. Experience working with business stakeholders to define needs and translate them into technical solutions. Demonstrated ability to assess and clearly articulate business impact and urgency. Experience supporting incident coordination, service requests, or solution intake processes. Exposure to process improvement, metrics tracking, or service performance reporting. Experience working in a government or public safety environment. Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Everforth Apex uses a virtual recruiter as part of the application process. Click for more details.

Everforth Apex Benefits Overview:

Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.