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# Service Management Lead - Federal IT Services (Onsite)

- **Company:** ITFRASTRUCTURE, INC.
- **Location:** Durham, NC, United States
- **Experience:** Expert
- **Salary:** $100,000
- **Contract:** Permanent contract
- **Skills:** Cyber Security, Information Systems, Information Security Management, IT Management, Information Technology Operations, Knowledge Management, Network Architecture, Server Administration, Software Engineering, Information Technology, Performance Monitor, Servicenow
- **Published:** October 26, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=46856cfbc1989a85

## About the Role

* Education: Bachelor's degree in Business Administration, Information Technology, Information Systems, Engineering, or a related discipline, or equivalent experience.
 * At least ten (10) years of experience managing IT support services of comparable size and complexity.
 * Demonstrated experience leading multidisciplinary IT teams supporting large organizations.
 * Experience collaborating with IT management, business stakeholders, and end users to establish service management processes and service-level objectives.
 * Experience supporting highly mobile workforces and coordinating complex IT service delivery environments.
 * Familiarity with federal IT security requirements.

Preferred Qualifications:

 * ITIL Certification: ITIL v3 Expert or ITIL 4 Managing Professional.
 * Certified TBM Executive (CTBME).
 * Project Management Professional (PMP) or similar.
 * Prior experience supporting EPA or other U.S. federal civilian agencies.
 * Experience with multi-site IT operations and geographically distributed teams.
 * Experience implementing or improving ITSM platforms, such as ServiceNow.
 * Familiarity with NIST cybersecurity standards and federal information security practices.
 * Demonstrated experience developing performance dashboards and driving measurable service improvements.

Security Requirements:

 * Must be able to obtain and maintain a Tier 4 Public Trust (High Risk/Sensitive) background investigation determination, as required by the contract., * [MANDATORY] Are you a US citizen with an active Tier 4 Public Trust clearance, or the ability of attaining one?

Experience:

 * IT service management: 10 years (Required)

## Description

ITinfra is seeking an experienced Service Management Lead (SML) to oversee IT service delivery under a federal contract supporting the U.S. Environmental Protection Agency (EPA).

The SML will serve as the primary operational liaison to the Government, coordinating technical service teams, managing service performance, implementing ITIL-based processes, and ensuring successful delivery of mission-critical IT support services. The ideal candidate brings extensive federal IT service management experience, strong leadership skills, and expertise in ITIL processes, service-level management, and continual service improvement.

 * Serve as the primary liaison with EPA representatives for daily IT service delivery and operational performance.
 * Oversee IT services across server administration, network infrastructure, facility control systems, voice telecommunications, audiovisual support, application development, and graphics/multimedia services.
 * Manage ITIL-based incident, problem, change, configuration, and service-level management processes.
 * Monitor contract service-level agreements (SLAs), key performance indicators (KPIs), and quality requirements.
 * Lead service reviews, operational meetings, performance reporting, and corrective-action initiatives.
 * Establish and maintain service procedures, work instructions, and knowledge management practices.
 * Coordinate technical teams, functional leads, and other EPA service providers to ensure seamless delivery.
 * Align IT service management practices with ITIL and ISO/IEC 20000 principles.
 * Manage operational risks, escalations, service disruptions, and continual service improvement initiatives.
 * Oversee service-related training, documentation, and process standardization.
 * Assign qualified representatives to support designated service processes.
 * Coordinate transition activities, operational readiness, and service continuity.
 * Support compliance with federal information security policies and requirements.