> Markdown version of [/jobs/ext/516979-it-operations-maintenance-o-m-lead](https://www.wearedevelopers.com/jobs/ext/516979-it-operations-maintenance-o-m-lead). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Operations & Maintenance (O&M) Lead - **Company:** Customer Value Partners - **Location:** Washington, DC, United States - **Experience:** Expert - **Salary:** $140,000.0 - $200,000.0 - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Configuration Management Databases, CompTIA Security+, IT Management, Information Technology Operations, Remote Service Software, Chatbots, Information Technology, Servicenow - **Published:** June 4, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=1cf66d7636e5547c ## About the Role Do you have experience in Tooling?, Do you have a Bachelor's degree?, * 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 (US Citizenship 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. ## Description 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. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Your Manager Doesn’t Come with a User Manual (But You Can Totally Write One)](https://www.wearedevelopers.com/videos/1495-your-manager-doesn-t-come-with-a-user-manual-but-you-can-totally-write-one) - [Chatbots are going to destroy infrastructures and your cloud bills](https://www.wearedevelopers.com/videos/1130-chatbots-are-going-to-destroy-infrastructures-and-your-cloud-bills) - [Robots are coming into the wild! Full-Stack Robotics Engineers, be ready!](https://www.wearedevelopers.com/videos/479-robots-are-coming-into-the-wild-full-stack-robotics-engineers-be-ready) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [Your Infrastructure Is Not a Playground: AI Agents for Infra Done Right](https://www.wearedevelopers.com/videos/2084-your-infrastructure-is-not-a-playground-ai-agents-for-infra-done-right) ## Related Articles - [Best US AI Conferences for CTOs in 2026: Build vs. Buy, Vendor Evaluation, and Peer Intelligence](https://www.wearedevelopers.com/magazine/736-best-us-ai-conferences-for-ctos-in-2026-build-vs-buy-vendor-evaluation-and-peer-intelligence) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [Now is the time for industrialized software development](https://www.wearedevelopers.com/magazine/601-now-is-the-time-for-industrialized-software-development) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated)