IT Service Manager and Operations Lead

Key Role:

Manage the analysis, planning, technical direction, and implementation of IT service management (ITSM) initiatives across the organization. Work closely with clients and contractor task leads across the organization to provide expertise to ensure best practices are considered and integrated into a full Information Technology Infrastructure Library (ITIL) and ITSM approach. Define IT operational requirements to meet the changing service needs of the enterprise, provide day-to-day leadership and quality control to ensure IT operations are integrated with the ITSM approach and following appropriate processes, and research and promote best practices to process changes. Provide expertise to enable the effective management of cost, schedule, and performance. Conduct program and project level analyses to identify, manage, and resolve risks, schedule impacts, and resource constraints. Work with the clients to implement a performance metric plan to measure progress towards key program objectives and improve program effectiveness. 

Basic Qualifications:

  • 10+ years of experience with managing or overseeing service delivery in an IT environment 
  • 10+ years of experience in supporting, leading, and adhering to an ITSM process in a DoD environment
  • 8+ years of experience in managing IT-related projects
  • Knowledge of multiple disciplines, including network and systems engineering, Cybersecurity, training, and logistics
  • Knowledge of servers, operating systems, infrastructure Cybersecurity tools, enterprise storage solutions, hyper-converged and converged infrastructures
  • TS/SCI clearance
  • BA or BS degree
  • Program Management Professional (PMP) Certification

Additional Qualifications:

  • Experience with the International Organization for Standardization (ISO) quality management system
  • Experience with implementing and maintaining a performance metrics program 
  • Possession of excellent oral and written communication skills
  • MA or MS degree preferred
  • ITIL or comparable ITSM, ITIL Managing Professional, or other higher-level certifications preferred


Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information; TS/SCI clearance is required.

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