Federal ITSM Lead — 24x7 Operations (Hybrid)

Koniag Government Services; Washington (District of Columbia); Hybrid; USD 130,000 - 160,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) retirement plan

Paid time off

Paid parental leave

Life and disability insurance

Flexible spending accounts

Commuter benefits

Tuition reimbursement

Job summary

Koniag IT Systems, LLC, a Koniag Government Services company, is seeking a Service Management Lead to support enterprise IT operations for a federal client in Washington, DC. The role emphasizes ITIL 4, enterprise ITSM, and continuous service improvement within a 24x7 environment.

The successful candidate will own incident, problem, change, and service level management while aligning ITSM with Agile delivery, governance, and security requirements.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.

Responsibilities

• Own and mature enterprise ITSM capability aligned to ITIL 4 across 24x7 federal IT operations.
• Lead incident, problem, change, and service level management across the program.
• Develop and maintain ITSM documentation, governance, and dashboards.
• Coordinate with Government stakeholders and COR for policy alignment.
• Coach teams and ensure continual service improvement across ITSM practices.
• Administer ITSM platform configurations and automation to optimize service delivery.

Skills

ITIL 4

Incident management

Problem management

Change management

Service level management

Knowledge management

Agile delivery

Leadership

Communication

ITSM platform administration

ServiceNow

Education

Bachelor's degree in Information Technology or related field

Tools

ServiceNow

Job description

Koniag IT Systems, LLC, a Koniag Government Services company, is seeking a Service Management Lead to support enterprise IT operations for a federal client in Washington, DC. The role emphasizes ITIL 4, enterprise ITSM, and continuous service improvement within a 24x7 environment.

The successful candidate will own incident, problem, change, and service level management while aligning ITSM with Agile delivery, governance, and security requirements.