IT Service Manager (ITSM) Lead w/Secret Clearance

Archer; United States; Sur place; USD 145 000 - 200 000; Plein temps

Avantages offerts par ce poste

Health benefits

401K

Paid time off (vacation/holidays)

Life insurance

Short-term and long-term disability

Résumé du poste

Archer, in partnership with TekSynap, seeks an ITSM Lead to join its Defense team. The role focuses on leading ITSM processes, improving service delivery, and coordinating service desk workflows in a government-facing environment.

The ideal candidate has extensive ITSM experience, ITIL expertise, and familiarity with ServiceNow/JSM, BMC Helix or Remedy, and KM-enabled self-service initiatives. Arlington, VA-based, with occasional travel.

Qualifications

• Eight+ years in ITSM and enterprise service delivery in large-scale or complex environments.
• Experience with ITIL processes including incident, request, problem, change, knowledge, and service level management.
• Knowledge of service desk metrics and reporting (SLAs, KPIs, MTTR, first-contact resolution).

Responsabilités

• Lead incident, request, problem, change, knowledge, service catalog, and reporting processes.
• Support ITSM administration and process configuration.
• Improve self-service and Tier 0 capabilities.
• Coordinate service desk workflows.
• Develop performance dashboards.

Connaissances

ITSM experience

ITIL processes

ServiceNow/JSM

BMC Helix/Remedy

Performance metrics

Government/DoD exposure

Incident management

Change management

Formation

BA/BS in IT, Cybersecurity, CS, IS, Data Science, or SWE

Outils

BMC Helix

BMC Remedy

ServiceNow

Jira Service Management

Description du poste

Archer is collaborating with TekSynap to connect them with exceptional professionals for this role.

We are seeking an IT Service Management (ITSM) Lead to join our Defense team!

Experience

REQUIRED QUALIFICATIONS

• Eight (8+) years of experience in Information Technology Service Management (ITSM) and enterprise service delivery, including the management, support, and continuous improvement of IT services in large-scale or complex environments.
• Experience using BMC Helix, BMC Remedy, ServiceNow, Jira Service Management (JSM), or equivalent Information Technology Service Management (ITSM) platforms to support service delivery, ticketing, workflow management, incident tracking, and operational reporting.
• Demonstrated experience applying Information Technology Infrastructure Library (ITIL) processes and best practices, including areas such as incident management, request fulfillment, problem management, change management, knowledge management, and service level management.
• Knowledge of Service Desk performance metrics and reporting, including Service Level Agreements (SLAs), Key Performance Indicators (KPIs), ticket volume, backlog, response times, resolution times, Mean Time to Resolution (MTTR), first-contact resolution, customer satisfaction, and other operational service-delivery measures.
• Experience with Knowledge Management (KM), self-service portals, Tier 0, I, II, II support capabilities, workflow automation, service catalogs, and service reporting designed to improve efficiency, reduce manual processes, and improve the end-user experience.
• Ability to gather, analyze, and translate customer requirements and operational needs into measurable Information Technology Service Management (ITSM) process improvements, system enhancements, workflow changes, reporting solutions, and service-delivery improvements.
• Demonstrated experience supporting government agencies, customers, or contracts within federal environments. This includes the Intelligence Community (IC), Department of Defense (DoD), Federal Civil agencies, and military organizations. Prior experience supporting the same or similar contract, with an in-depth understanding of the customer environment, requirements, and operational landscape, is highly desirable.

Certifications (8140 Aligned IT Operations role)

At least one of these

• Security X/ CASP+
• DAWIA PM Practitioner
• GSEC
• Security +

Education

BA/BS in Information Technology, Cybersecurity, Computer Science, Information Systems, Data Science, or Software Engineering.

Clearance

• Secret

Responsibilities

• Lead incident, request, problem, change, knowledge, service catalog, and reporting processes.
• Support ITSM administration and process configuration.
• Improve self-service and Tier 0 capabilities.
• Coordinate service desk workflows.
• Develop performance dashboards.
• Support software catalog integration with ITAM and license management.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Location: Arlington, VA
• Type of environment: Office
• Noise level: Low
• Work schedule: Schedule is day shift Monday – Friday. May be requested to work evenings and weekends to meet program and contract needs.
• Amount of Travel: less than 10%

WAGE INFORMATION

Target salary range: $145,000 - $$200,000. The salary range displayed is an estimate and will be determined based on several factors, including the individual’s combination of education, knowledge, skills, competencies, and experience, as well as contract parameters and organizational requirements. The listed salary represents one component of the total compensation package for employees.

WORK AUTHORIZATION/SECURITY CLEARANCE

U.S. Citizen Secret – IT-II (Tier 3)

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch; reach with hands and arms; talk and hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

Other Information

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

This position supports an upcoming government contract proposal and is contingent upon contract award and government approval. Candidates must meet all stated requirements and may be required to sign a Letter of Commitment (LOC).

TekSynap is a fast growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. “Technology moving at the speed of thought” embodies these principles – the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.

We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.

TekSynap is a drug-free workplace. We reserve the right to conduct drug testing in accordance with federal, state, and local laws. All employees and candidates may be subject to drug screening if deemed necessary to ensure a safe and compliant working environment.

EQUAL EMPLOYMENT OPPORTUNITY

In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, sexual orientation, gender identity, protected veteran status, national origin, disability, age, genetic information or any other characteristic protected by law (referred to as “protected status”). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment. TekSynap is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact [e-mail] for assistance.