IT Operations & Maintenance (O&M) Lead

CVP is seeking an experienced IT Operations & Maintenance Lead to oversee day-to-day IT operations, end-user support, remote troubleshooting, and service desk management for the DHS. This Key Personnel role is responsible for ensuring operational excellence, high customer satisfaction (CSAT), and continuous service improvement across a diverse federal IT environment supporting the Homeland Security Enterprise (HSE). The IT O&M Lead will manage all aspects of ITSM operations in alignment with ITIL best practices, Government-defined SLAs, and applicable DHS IT governance requirements., * Lead IT O&M activities including service desk operations, remote support, walk-in support, and end-user IT services for DHS S&T personnel.

• Manage ServiceNow-based ITSM workflows including incident management, problem management, change management, and SLA tracking.
• Oversee a team of IT support specialists delivering Tier 1-3 support across hardware, software, network, and application environments.
• Implement and monitor KPIs including ticket resolution times, customer satisfaction (CSAT) scores, backlog trends, and SLA compliance.
• Drive continuous service improvement using metrics-based analysis and monthly performance reviews aligned with Government reporting requirements.
• Manage and refine self-help tools, knowledge base articles, and automated request routing to reduce ticket volume and improve user experience.
• Coordinate surge support planning and ensure staffing continuity during peak demand periods.
• Develop and maintain standard operating procedures (SOPs), runbooks, and operational documentation.
• Support transition-in and transition-out activities including knowledge transfer and incumbent staff onboarding.

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Minimum 7 years of federal IT operations and service management experience, with at least 3 years in a supervisory or lead role.
• Demonstrated experience managing ServiceNow ITSM environments at scale (2,000+ tickets/year) in a federal setting.
• Strong understanding of SLA management, customer satisfaction measurement, and performance improvement methodologies.
• Experience managing remote support tools and walk-in IT support centers in a cleared federal environment.
• Proven ability to lead and manage teams of 8-15 IT support professionals.

Security Clearance

• Must be eligible to obtain a DHS Public Trust (ship Required)

Certifications

• ITIL v4 Foundation - Preferred
• CompTIA Security+ CE - Required
• ServiceNow Certified System Administrator (CSA) - Preferred, * Prior DHS or DHS component (USCIS, CBP, TSA) IT operations experience.
• Experience with AI-enhanced service desk tools or chatbot/self-service automation in a federal environment.
• Familiarity with CMDB management and integration between ITSM and ITAM platforms.
• Experience supporting classified or sensitive compartmented information facility (SCIF) environments.