IT Service Manager (ITSM) Lead w/Secret Clearance

• Lead incident, request, problem, change, knowledge, service catalog, and reporting processes.
• Support ITSM administration and process configuration.
• Improve self-service and Tier 0 capabilities.
• Coordinate service desk workflows.
• Develop performance dashboards.
• Support software catalog integration with ITAM and license management.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job . Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions .

• Location:Arlington, VA
• Type of environment: Office
• Noise level: Low
• Work schedule: Schedule is day shift Monday - Friday. May be requested to work evenings and weekends to meet program and contract needs.
• Amount of Travel: less than 10%

• Eight (8+) years in IT service management and enterprise service delivery
• Experience with BMC Helix, Remedy, ServiceNow, Jira Service Management, or equivalent ITSM tools.
• ITIL process experience.
• Knowledge of service desk metrics.
• Knowledge management, self-service portals, workflow automation, and service reporting.
• Ability to translate customer needs into ITSM improvements.

Certifications

• 8140 Aligned IT Operations role.
• BA/BS in Information Technology, Cybersecurity, Computer Science, Information Systems, Data Science, or Software Engineering.

OR at least one of these

• Security X/ CASP+
• DAWIA PM Practitioner
• GSEC
• Security + preferred, * Bachelors of Arts/Bachelor’s of Science, in Information Technology, Cybersecurity, Computer Science, Information Systems, Data Science, or Software Engineering., The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch; reach with hands and arms; talk and hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

Target salary range: $145,000 - $$200,000. The salary range displayed is an estimate and will be determined based on several factors, including the individual’s combination of education, knowledge, skills, competencies, and experience, as well as contract parameters and organizational requirements. The listed salary represents one component of the total compensation package for employees., We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.

TekSynap is a drug-free workplace. We reserve the right to conduct drug testing in accordance with federal, state, and local laws. All employees and candidates may be subject to drug screening if deemed necessary to ensure a safe and compliant working environment.

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