The Service Level Manager
Junior supports SEC Office of Information Technology (OIT) service delivery objectives under the ISS contract by monitoring service levels and Key Learning Indicators (KLIs) across operational IT services.
This role helps ensure service performance is measured consistently using incident and request data in alignment with service level measurement and reporting requirements.
The position prepares dashboards and recurring KLI/service-level reports for senior service level managers and stakeholders, identifies trends and potential issues, and supports corrective actions.
The role also coordinates with service desk and technical teams to improve ticket outcomes, documentation quality, and continuous service improvement.

This position is restricted to U.S. citizens only.
Bachelor's degree in a relevant field and 2+ years of experience in IT service management, service delivery support, or related IT operations functions.
Working knowledge of ITIL principles, Key Learning Indicators (KLIs), and performance metrics.
Experience supporting service performance reporting, trend analysis, and cross-team ticket performance improvement.
Familiarity with IT service management tools (e.g., ServiceNow) and reporting processes.
KLI/service-level metric tracking, validation, and performance reporting.
Dashboard and report preparation for recurring service reviews.
Incident and request trend analysis and potential issue identification.
Documentation of service measurement processes and updates.

Junior Service Level Manager

Key skills