IT Project Manager-Service Management Lead

Responsibilities

• Serves as the primary liaison to the customer
• Oversees IT support service (and related ITIL) processes to make sure they are being effectively executed
• Leads continual improvement of processes and manages the lifecycle of services
• Provides oversight and guidance for the implementation of service processes, procedures, work instructions, and associated tools
• Oversees knowledge management, training and education programs
• Aligns service processes and activities to the ISO 20000 Information Technology – Service Management standard
• Sets up a named technical representative for each service processes
• Collaborates with service managers and functional leaders including engineering, operations, and service desk, as well as other contractors and service providers to enable seamless service execution across the service area
• Supervises the day-to-day operations of the help desk
• Supports end users on a variety of IT issues
• Identifies, researches, and resolves complex technical problems
• Creates and manages escalation procedures and ensures service levels are maintained
• Documents, tracks, and monitors problems to ensure resolution in a timely manner

Requirements

• 10+ years of experience managing IT Support Services with scope and complexity
• Demonstrated experience working closely with IT managers, Business Process Partners and end users to establish processes and service level objectives consistent with defined service level expectations
• Demonstrated experience managing teams of IT professionals supporting a large AO with a highly mobile workforce
• Familiarity with Federal IT security requirements
• Bachelor’s degree in a relevant field or equivalent experience
• ITIL v3 Expert or ITIL v4 Managing Professional certification