Lead ITSM/ITIL Consultant (SME)

PBG; Washington (District of Columbia); Hybrid; USD 120,000 - 190,000; Full time

Benefits offered by this job

401K Retirement Plan

Medical Plan options

Prescription benefit plan

Dental and Vision coverage

Employee Assistance Program

Short term / Long-term disability

Supplemental group life and AD&D

Yearly Bonuses

Generous Paid Time Off / Paid Holidays

Career/Professional DevelopmentProgram

Spot Bonus Program

Job summary

PBG seeks an experienced Lead ITSM/ITIL Consultant to transform its Service Desk into a SLA-driven MSP-delivered function. You will guide current state assessments, design future-state operating models, and define escalation paths and SLAs.

The role requires strong facilitation skills, MSP design experience, and ITIL/ITSM expertise, with heavy stakeholder engagement and governance activities. Hybrid work with potential some on-site in DC.

Qualifications

• Ten (10) years of IT Service Management experience.
• Five (5) years designing and implementing Service Desk transformations.
• Expert knowledge of ITIL/ITSM frameworks and best practices.
• Experience developing SLA/OLA frameworks.
• Experience with MSP operating model design.
• S. citizenship.

Responsibilities

• Lead the current state assessment of Customer Service Desk operations across shifts and document workflows.
• Plan and conduct stakeholder interviews with Service Desk agents, supervisors, IT support teams, end users, and IT leadership.
• Benchmark current state against ITIL/ITSM best practices and HDI/Gartner benchmarks; assess maturity.
• Identify capability gaps and develop a prioritized remediation roadmap.
• Define service catalog scope by incident and request types; establish tier boundaries and handoff criteria.
• Develop SLA/OLA frameworks with P1–P4 targets and calculation methodology.
• Define KPIs including L1 resolution rate, response/resolution times, user satisfaction, and SLA compliance.
• Design future-state Service Desk operating model with tier definitions and escalation logic.
• Analyze escalation patterns to identify shift-left opportunities and training needs.
• Contribute ITSM expertise to MSP market research while remaining vendor-neutral.

Skills

ITIL/ITSM expertise

Facilitation & workshop delivery

Stakeholder interviewing

Leadership

Education

ITIL v4 Expert or ITIL Master certification

Tools

HDI frameworks

COBIT

ISO 20000

MSP operating model design

Job description

PBG delivers mission-focused solutions that eliminate inefficiency and power transformation for federal agencies requiring agility, security, and impact.

Location : Hybrid – primarily remote, with occasional on-site presence at the Customer’s facilities in Washington, DC as required (mainly for stakeholder engagement, interviews, and Service Desk observation, which may include occasional evening or weekend shifts during the initial assessment). Travel is not authorized; candidates must be able to reach the Washington, DC area locally.

Clearance/Screening Requirements : U.S. citizenship required.

Position Summary:

PBG is seeking an experienced Lead IT Service Management (ITSM)/Information Technology Infrastructure Library (ITIL) Consultant to serve as the subject matter expert (SME) guiding our Customer through the transformation of its IT Service Desk into a unified, Service Level Agreement (SLA)-driven service delivered by a Managed Service Provider (MSP). This key position leads the assessment of current Service Desk operations, benchmarks them against ITIL/ITSM best practices, and designs the future-state operating model, including support tiers, escalation paths, and SLA and Operational Level Agreement (OLA) frameworks. The Lead ITSM/ITIL Consultant facilitates workshops with Service Desk staff, specialized IT teams, and business stakeholders, and identifies opportunities to expand Level 1 (L1) and Level 2 (L2) resolution capability. This position is estimated at a minimum allocation of 75 percent.

Key Responsibilities:

The Lead ITSM/ITIL Consultant shall be responsible for the following:

• Lead the current state assessment of Customer Service Desk operations, including direct observation across shifts and documentation of workflows from ticket creation through resolution.
• Plan and conduct stakeholder interviews with Service Desk agents and supervisors, IT support teams, end users, and IT leadership, and synthesize findings into a current state assessment report and detailed process maps.
• Benchmark the Customer’s current state against ITIL/ITSM best practices and Help Desk Institute (HDI) and Gartner benchmarks, and assess maturity using industry frameworks.
• Identify capability gaps across technical, tooling, process, security, and organizational categories, and develop a prioritized remediation roadmap.
• Define service catalog scope by categorizing incident and request types by support tier (L1/L2/L3), with scope boundaries and handoff criteria for each tier.
• Develop preliminary and final SLA frameworks, including P1–P4 priority definitions, response and resolution targets, and calculation methodology, along with OLAs between the Service Desk and specialized IT teams.
• Define success metrics and key performance indicators (KPIs), including L1 resolution rate, response and resolution times, user satisfaction, and SLA compliance.
• Design the future-state Service Desk operating model, including support tier definitions, escalation decision trees and routing logic, organizational design recommendations, and a quality management framework.
• Analyze escalation patterns to identify shift-left opportunities, refine the service catalog, and design the L1/L2 agent training curriculum.
• Contribute ITSM expertise to MSP market research and MSP technical requirements, keeping all recommendations vendor-neutral.
• Facilitate workshops with Customer stakeholders and direct the work of non-key personnel assigned to assessment and design activities.

Minimum Qualifications:

• Ten (10) years of IT Service Management experience.
• Five (5) years designing and implementing Service Desk transformations.
• Expert knowledge of ITIL/ITSM frameworks and best practices.
• Experience developing SLA/OLA frameworks.
• Experience with MSP operating model design.
• Experience with current state assessments and gap analysis.
• Strong facilitation and workshop delivery skills.
• ITIL v4 Expert or ITIL Master certification.
• S. citizenship.

Highly Valued Qualifications Preferred, but Not Required:

• HDI Support Center Manager or Director certification.
• Certification in additional ITSM frameworks (COBIT, ISO 20000).
• Experience in Federal regulatory environments.
• Prior experience with the financial services sector.
• Experience with shift-left strategies and L1/L2 capability building.

#WHYPBG

We have successfully built a company culture based on our single most important asset - our employees. At PBG we are passionate about employee engagement and make it our business to provide our employees a range of challenging and rewarding opportunities that align with business strategy, promoteteam workand inspire innovation. A job is where you are spending most of your day, so PBG believes in making it a fun, collaborative and productive environment. We want our employees to have the opportunity to grow and be part of a company that is making a lasting contribution to our customers.

Benefits:

• 401K Retirement Plan
• Medical Plan options with significant financial investments from PBG
• Prescription benefit plan
• Dental and Vision coverage
• Employee Assistance Program
• Short term / Long-term disability
• Supplemental group life and AD&D options
• Yearly Bonuses
• Generous Paid Time Off / Paid Holidays
• Career/Professional Development Program
• Spot Bonus Program

Equal Employment Opportunity Statement:

PBG is an equal opportunity employer and makes all employment decisions based on job-related qualifications, skills, experience, and business needs. We do not discriminate against any applicant or employee based on legally protected characteristics, including but not limited to race, color, religion, sex, national origin, age, disability, genetic information, or veteran status, in accordance with applicable federal, state, and local laws. PBG complies with all laws regarding non-discrimination in employment in every location in which the company operates

Disclaimer:

This job description reflects management’s assignment of essential job functions but is not intended to be a comprehensive list of all activities, duties and responsibilities required by the job incumbent. Nothing in the herein restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.