Federal ITSM Lead – ITIL 4 & Service Management (Hybrid)

Koniag Government Services; Washington (District of Columbia); Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

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 Government Services is seeking a Service Management Lead to support a 24x7 federal IT operations program in Washington, DC. The role emphasizes ITIL 4 practices, enterprise ITSM platform administration (ServiceNow), and process maturation within an Agile framework.

Ideal candidates bring extensive ITSM leadership experience in government contracting, with strong governance, incident/problem/change management, and continuous improvement capabilities.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business Administration, Information Systems, or a related field.
• Minimum 7 years of IT service management experience, including leadership roles in federal contracting environments.
• Hands-on ITIL-based ITSM process ownership in a complex enterprise environment.

Responsibilities

• Establish and mature the program's enterprise ITSM capability aligned to ITIL 4 and 24x7 federal operations.
• Serve as SME and primary contact for ITSM-related matters with program leadership and Government stakeholders.
• Develop and maintain ITSM process documentation including SOPs, workflows, and governance frameworks.

Skills

ITIL 4

ITSM

Incident management

Problem management

Change management

Service Level Management

Knowledge management

Continual service improvement

Leadership

English communication

Education

Bachelor's degree in IT/CS/IS/Business

Tools

ServiceNow

Job description

Koniag Government Services is seeking a Service Management Lead to support a 24x7 federal IT operations program in Washington, DC. The role emphasizes ITIL 4 practices, enterprise ITSM platform administration (ServiceNow), and process maturation within an Agile framework.

Ideal candidates bring extensive ITSM leadership experience in government contracting, with strong governance, incident/problem/change management, and continuous improvement capabilities.