Lead ITSM & Service Desk Transformation SME

Waypoint Human Capital; Washington (District of Columbia); Hybrid; USD 150,000 - 210,000; Full time

Job summary

Waypoint Human Capital seeks a Lead ITSM/ITIL Consultant (SME) for a hybrid, full-time role in the Washington, DC metro area. The position requires U.S. citizenship, ITIL v4 Expert/Master, and 10+ years of ITSM experience to guide an enterprise Service Desk modernization for a federal agency.

The role focuses on consolidating dispersed Level 1 support into a centralized Service Desk, managed by an MSP and powered by ServiceNow, with executive-level engagement and shift-left opportunities.

Qualifications

• 10+ years of IT Service Management (ITSM) experience.
• ITIL v4 Expert or ITIL Master certification at proposal submission time.
• 5+ years designing and implementing Service Desk transformations.
• Expert knowledge of ITIL/ITSM frameworks and best practices.
• Experience creating SLA/OLA frameworks and MSP operating models.

Responsibilities

• Lead current-state assessments of enterprise Service Desk operations against ITIL/HDI/Gartner benchmarks.
• Analyze historical ticket data: volumes, resolutions, escalations, first-call resolution, knowledge usage.
• Plan and facilitate stakeholder interviews and workshops across divisions.
• Document existing Service Desk workflows and knowledge management processes.
• Perform gap analyses across processes, technology, security, and operations.
• Define enterprise service catalog and categorize incidents and requests by tiers.
• Establish support scope, escalation criteria, volumes, and self-service opportunities.
• Design future-state ITSM operating model with staffing, shifts, and Tier definitions.
• Develop SLA/OLA frameworks with measurable metrics and accountability.
• Evaluate MSP delivery models and vendor-neutral procurement criteria.
• Collaborate with ServiceNow architects to map operating models to platform configurations.

Skills

ITSM experience

ITIL v4 Expert

Facilitation skills

Stakeholder engagement

ServiceNow

Education

Bachelor's degree in IT/Business

Tools

ServiceNow

Job description

Waypoint Human Capital seeks a Lead ITSM/ITIL Consultant (SME) for a hybrid, full-time role in the Washington, DC metro area. The position requires U.S. citizenship, ITIL v4 Expert/Master, and 10+ years of ITSM experience to guide an enterprise Service Desk modernization for a federal agency.

The role focuses on consolidating dispersed Level 1 support into a centralized Service Desk, managed by an MSP and powered by ServiceNow, with executive-level engagement and shift-left opportunities.