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.

• 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.

3.23.2 out of 5 stars National, WV $145,000 - $200,000 a year - Full-time, Pulled from the full job description

• 401(k)
• Health insurance
• Vision insurance
• Dental insurance
• Life insurance
• Disability insurance
• Opportunities for advancement, 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%, 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.