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It Customer Service Manager Jobs in Reston, VA (NOW HIRING)

AAC Inc.

IT Service Manager

Vienna, VA · On-site

AAC Inc. is a company seeking an IT Service Manager to oversee IT service management and operations ... and patient customer service attitude. Preferred : • ITIL 4 and PMP or Scrum Master ...

American Addiction Centers

IT Service Manager

Vienna, VA · On-site

$120K - $140K/yr

Responsibilities may include, but are not limited to: • Manage day-to-day IT support operations ... and patient customer service attitude. • ITIL 4 and PMP or Scrum Master certifications are ...

AAC Inc

IT Service Manager

Washington, DC

Responsibilities may include, but are not limited to: · Manage day-to-day IT support operations ... and patient customer service attitude. · ITIL 4 and PMP or Scrum Master certifications are ...

KBR

Senior IT Customer Support

Alexandria, VA · On-site

Title: Senior IT Customer Support Belong. Connect. Grow. with KBR! KBR's National Security ... ce Management (ITSM): Prior hands-on experience navigating workflows, running filters, and ...

KBR, Inc.

Senior IT Customer Support

Alexandria, VA · On-site

Title: Senior IT Customer Support Belong. Connect. Grow. with KBR! KBR's National Security ... service desk administration-monitoring unassigned queues, optimizing ticket routing, and managing ...

ValidaTek, Inc.

IT Service Mgr

Arlington, VA · On-site

$80K - $130K/hr

Company Overview At ValidaTek, we modernize and optimize IT services to solve some of the most ... From customers to partners to top-talent employees, ValidaTek puts people first, empowering them to ...

ValidaTek

IT Service Mgr

Arlington, VA · On-site

Company Overview At ValidaTek, we modernize and optimize IT services to solve some of the most ... From customers to partners to top-talent employees, ValidaTek puts people first, empowering them to ...

AAC

IT Service Manager

Vienna, VA

Oversees IT service delivery operations across contracted support teams, ensuring compliance with ... Manage day-to-day IT support operations and personnel across all tiers. Monitor SLA performance ...

Paul Hastings

IT Supervisor

Washington, DC · On-site

$95K/yr

Supervise the local IT support team, overseeing work schedules, priorities, performance management, and daily service delivery processes; * Act as an expert-level technical resource for customers ...

CACI

IT Service Management Office Lead

Reston, VA · On-site

... customer experience programs that measure service quality, user satisfaction, and operational ... enterprise IT Service Management (ITSM) programs, governance, and service delivery within large ...

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All JobsIt Customer Service JobsIt Customer Service Manager JobsIt Customer Service Manager Jobs in Reston, VA

It Customer Service Manager information

See Reston, VA salary details

$25.5K

$60.3K

$105.1K

How much do it customer service manager jobs pay per year?

As of Sep 13, 2026, the average yearly pay for it customer service manager in Reston, VA is $60,339.00, according to ZipRecruiter salary data. Most workers in this role earn between $42,700.00 and $72,800.00 per year, depending on experience, location, and employer.

What is an IT Customer Service Manager?

IT Customer Service Managers are professionals responsible for overseeing a team that provides technical support and customer service for IT products or services. They ensure that customer issues are resolved efficiently, manage support staff, develop service procedures, and monitor performance metrics. Their role is crucial in maintaining customer satisfaction, improving support processes, and acting as a bridge between technical teams and clients. These managers also handle escalated issues and may be involved in training staff and implementing new support technologies.

How does an IT Customer Service Manager balance technical problem-solving with team leadership responsibilities?

An IT Customer Service Manager often divides their time between overseeing daily support operations and mentoring their team. While they may step in to resolve complex technical issues, a significant part of their role is to set performance standards, coach staff, and ensure customer satisfaction. Balancing these priorities requires strong organizational skills and the ability to delegate routine technical tasks, allowing them to focus on process improvement and staff development. Regular communication with other IT departments and stakeholders is also crucial to keep support aligned with broader business objectives.

What are the key skills and qualifications needed to thrive as an IT Customer Service Manager?

To thrive as an IT Customer Service Manager, you need a solid background in IT support, service management, and leadership, often supported by a degree in information technology or a related field. Familiarity with IT service management (ITSM) tools like ServiceNow or Zendesk, and certifications such as ITIL or CompTIA, are typically required. Outstanding communication, problem-solving, and conflict resolution skills help you effectively manage teams and address customer concerns. These skills ensure efficient service delivery, high customer satisfaction, and seamless coordination between technical teams and end users.

What is the difference between It Customer Service Manager vs Help Desk Supervisor?

AspectIt Customer Service ManagerHelp Desk Supervisor
CredentialsIT certifications, customer service experienceIT certifications, help desk experience
Work EnvironmentOversees customer support teams, manages client interactionsSupervises help desk staff, handles technical support issues
Employer & IndustryIT service providers, tech companiesIT departments, tech support firms
Search & Comparison IntentUnderstanding managerial roles in IT supportSupervisory roles in help desk support

The main difference between an It Customer Service Manager and a Help Desk Supervisor lies in their scope of responsibilities. The It Customer Service Manager typically oversees the entire customer support operation, focusing on strategy and client satisfaction, while the Help Desk Supervisor manages daily technical support staff and resolves technical issues. Both roles require IT knowledge and customer service skills, but the manager position involves broader oversight and higher-level decision-making.

Is an IT customer service manager a stressful job?

IT customer service managers often face stress due to managing technical issues, meeting service level agreements, and handling customer complaints. The role requires strong communication skills, problem-solving abilities, and the ability to work under pressure, especially during system outages or high-demand periods.

What cities near Reston, VA are hiring for It Customer Service Manager jobs?

Cities near Reston, VA with the most It Customer Service Manager job openings:

It Customer Service Manager jobs near you
Infographic showing various It Customer Service Manager job openings in Reston, VA as of September 2026, with employment types broken down into 68% Full Time, 13% Part Time, 6% Temporary, and 13% Contract. Highlights an 87% In-person, and 13% Hybrid job distribution, with an average salary of $60,339 per year, or $29 per hour.

IT Service Manager

Vienna, VA • On-site

AAC Inc.
51 - 200 employees
Learn more about AAC Inc.external

Full-time

Re-posted 10 days ago

Job description

Job Summary:
AAC Inc. is a company seeking an IT Service Manager to oversee IT service management and operations. The role involves managing multi-tier technical support operations and analyzing metrics to identify improvement opportunities.
Qualifications:
Required:
• BS in IT or related field (preferred) and a minimum of five years of IT service management or IT operations leadership experience.
• Strong knowledge of ITIL-based service management frameworks.
• Experience overseeing multi-tier technical support operations and interfacing with other enterprise support, systems engineering, and infrastructure teams.
• The ability to analyze metrics and operational data to identify improvement opportunities.
• ITSM platform system experience required (BMC or ServiceNow).
• Must obtain an agency public trust suitability determination prior to start date.
• Excellent verbal and written communication and stakeholder-facing skills.
• Requires comprehensive experience supporting enterprise IT environments. Experience supporting a complex Federal agency enterprise is a plus.
• Ability to support high-priority and time-sensitive escalations.
• Must have a positive and patient customer service attitude.
Preferred:
• ITIL 4 and PMP or Scrum Master certifications are preferred but not required.
Company:
AAC (www.aac.com) is a Veteran-owned small business headquartered in Tysons Corner, VA. Founded in 1983, the company is headquartered in Vienna, USA, with a team of 201-500 employees. The company is currently Growth Stage.

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