IT Service Manager

Responsibilities & Qualifications

We are seeking an IT Service Management (ITSM) Lead to join our Defense team

REQUIRED QUALIFICATIONS

• Eight (8+) years of experience in Information Technology Service Management (ITSM) and enterprise service delivery, including the management, support, and continuous improvement of IT services in large-scale or complex environments.
• Experience using BMC Helix, BMC Remedy, ServiceNow, Jira Service Management (JSM), or equivalent Information Technology Service Management (ITSM) platforms to support service delivery, ticketing, workflow management, incident tracking, and operational reporting.
• Demonstrated experience applying Information Technology Infrastructure Library (ITIL) processes and best practices, including areas such as incident management, request fulfillment, problem management, change management, knowledge management, and service level management.
• Knowledge of Service Desk performance metrics and reporting, including Service Level Agreements (SLAs), Key Performance Indicators (KPIs), ticket volume, backlog, response times, resolution times, Mean Time to Resolution (MTTR), first-contact resolution, customer satisfaction, and other operational service-delivery measures.
• Experience with Knowledge Management (KM), self-service portals, Tier 0, I, II, II support capabilities, workflow automation, service catalogs, and service reporting designed to improve efficiency, reduce manual processes, and improve the end-user experience.
• Ability to gather, analyze, and translate customer requirements and operational needs into measurable Information Technology Service Management (ITSM) process improvements, system enhancements, workflow changes, reporting solutions, and service-delivery improvements. .
• Demonstrated experience supporting government agencies, customers, or contracts within federal environments. This includes the Intelligence Community (IC), Department of Defense (DoD), Federal Civil agencies, and military organizations. Prior experience supporting the same or similar contract, with an in-depth understanding of the customer environment, requirements, and operational landscape, is highly desirable.

Certifications (8140 Aligned IT Operations role)

At least one of these

• Security X/ CASP+
• DAWIA PM Practitioner
• GSEC
• Security +

Education

BA/BS in Information Technology, Cybersecurity, Computer Science, Information Systems, Data Science, or Software Engineering.

Clearance

• Secret

Responsibilities

• Lead incident, request, problem, change, knowledge, service catalog, and reporting processes.
• Support ITSM administration and process configuration.
• Improve self-service and Tier 0 capabilities.
• Coordinate service desk workflows.
• Develop performance dashboards.
• Support software catalog integration with ITAM and license management.

WORK ENVIRONMENT

• Location:Arlington, VA
• Type of environment: Office
• Noise level: Low
• Work schedule: Schedule is day shift Monday – Friday. May be requested to work evenings and weekends to meet program and contract needs.
• Amount of Travel: less than 10%

WAGE INFORMATION

Target salary range: $145,000 - $$200,000.The salary range displayed is an estimate and will be determined based on several factors, including the individual’s combination of education, knowledge, skills, competencies, and experience, as well as contract parameters and organizational requirements. The listed salary represents one component of the total compensation package for employees.

WORK AUTHORIZATION/SECURITY CLEARANCE

U.S. Citizen

Secret – IT-II (Tier 3)

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch; reach with hands and arms; talk and hear. The employee is regularly required to stand; walk; sit; climb or balance; and