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IntePros Federal · 1 month ago

Service Management Lead

Chicago, IL, USA

Full-time

Hybrid

Senior Level, Lead/Staff

10+ years exp

IntePros Federal is a Service-Disabled, Veteran Owned, Small Business providing IT solutions to federal government agencies. They are seeking a Service Management Lead to oversee IT support services, manage service processes, and collaborate with various teams to ensure effective service execution.

Information ServicesInformation Technology

No H1B

Security Clearance Required

Responsibilities

Responsible for being the primary liaison to the Government at the task order level

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

Collaborate 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

Qualification

ITIL v3 ExpertITIL 4 Managing ProfessionalCertified TBM Executive10 years IT Support ServicesFederal IT security familiarity

Required

Bachelor's degree in business administration, business management, information systems, information technology, engineering, or equivalent experience

ITIL v3 Expert and/or ITIL 4 Managing Professional

Certified TBM Executive (CTBME)

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

Familiarity with Federal IT security requirements