Enterprise Service Manager

• Lead and manage end-user services operations, ensuring consistent, high-quality service delivery across all locations.
• Manage field service operations, including break-fix, IMAC (install, move, add, change), and on-site technical support.
• Oversee mobile device management (MDM) platforms, ensuring compliance with Zero Trust, DHS, and NIST standards.
• Manage enterprise IT asset lifecycle, including procurement, tracking, inventory control, refresh, and disposal.
• Lead endpoint engineering efforts including system imaging, patching, configuration management, and endpoint security.
• Enforce ITIL v4 practices across incident, request, problem, and asset management processes.
• Ensure compliance with FISMA, DHS, and agency-specific cybersecurity requirements.
• Oversee SLA compliance, performance reporting, and continuous service improvement initiatives.
• Coordinate with network, cloud, cybersecurity, and infrastructure teams to ensure integrated service delivery.
• Provide executive-level reporting and stakeholder communication on service performance.

• Ability to obtain and maintain DHS suitability and any required clearances.
• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related discipline.
• Minimum of 10 years of progressive experience in IT operations, end-user services, or enterprise support environments.
• 5+ years of experience managing enterprise field services and endpoint support teams.
• Demonstrated experience managing Mobile Device Management (MDM) platforms (e.g. Microsoft Intune or VMware Workspace ONE).
• Strong knowledge of ITIL v4 practices including Incident, Request, Problem, and Asset Management.
• Proven experience implementing endpoint engineering practices including OS imaging, patch management, configuration baselines, and endpoint security., * Prior experience supporting TSA programs or DHS operational components.
• Master’s degree in IT, Computer Science, or related engineering field.
• PMP, ITIL v4 Intermediate and/or Agile/Scrum certifications.
• Microsoft Endpoint Manager / Intune Certification.
• Experience supporting enterprise field services teams geographically dispersed.
• Familiarity with Zero Trust Architecture.
• Familiarity with PowerShell or automation tools.
• Familiarity with Azure or AWS cloud environments.
• Knowledge of asset lifecycle and compliance reporting systems.

Regular - The company offers a comprehensive benefits program, including medical, dental, vision, life insurance, 401(k) and a range of other voluntary benefits. Paid Time Off (PTO) is offered to regular full-time and part-time employees.

Work Where it Matters

Akima Global Technology (AGT), an Akima company, is not just another federal IT contractor. As an Alaska Native Corporation (ANC), our mission and purpose extend beyond our exciting federal projects as we support our shareholder communities in Alaska.

At AGT, the work you do every day makes a difference in the lives of our 15,000 Iñupiat shareholders, a group of Alaska natives from one of the most remote and harshest environments in the United States.

For our shareholders , AGT provides support and employment opportunities and contributes to the survival of a culture that has thrived above the Arctic Circle for more than 10,000 years.

For our government customers , AGT delivers new technologies and partners with leading edge commercial enterprises to deliver unique and innovative IT solutions.