IT Project Manager-Service Management Lead

DescriptionResponsible for overall performance and ensuring the team meets all contractual requirements, deliverable deadlines, and SLAs with high customer satisfactionServes as the primary liaison to the customerOversees IT support service (and related ITIL) processes to make sure they are being effectively executedLeads continual improvement of processes and manages the lifecycle of servicesProvides oversight and guidance for the implementation of service processes, procedures, work instructions, and associated toolsOversees knowledge management, training and education programsAligns service processes and activities to the ISO 20000 Information Technology – Service Management standardAssigns a named technical representative for each service processesCollaborates with service managers and functional leaders including engineering, operations, and service desk, as well as other contractors and service providers to enable seamless service execution across the service areaSupervises the day-to-day operations of the help deskProvides support to end users on a variety of IT issuesIdentifies, researches, and resolves complex technical problemsCreates and manages escalation procedures and ensures service levels are maintainedDocuments, tracks, and monitors problems to ensure resolution in a timely mannerOther duties as assignedRequirements10+ years of experience managing IT Support Services with scope and complexity.Demonstrated experience working closely with IT managers, Business Process Partners and end users to establish processes and service level objectives consistent with defined service level expectations.Demonstrated experience managing teams of IT professionals supporting a large AO with a highly mobile workforce.Familiarity with Federal IT security requirements.Bachelor’s degree in a relevant field or equivalent experienceITIL v3 Expert or ITIL v4 Managing Professional certificationCertified TBM Executive (CTBME)