Oversees IT service delivery operations across contracted support teams, ensuring compliance with contract service standards, SLAs, and performance objectives. This role provides operational leadership, process governance, and continual service improvement.

Position requires on-site support.

Responsibilities may include, but are not limited to:

·      Manage day-to-day IT support operations and personnel across all tiers.

·      Monitor SLA performance, queue health, ticket quality, and resolution timeliness.

·      Drive continuous improvement initiatives for service delivery processes.

·      Create and maintain service desk procedures, workflows, and knowledge documentation.

·      Engage with stakeholders to ensure service stability and responsiveness.

·      Provide leadership guidance, coaching, and performance oversight for support teams.

Required Experience

·      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).

Qualifications:

·      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.

·      ITIL 4 and PMP or Scrum Master certifications are preferred but not required.