Lead ITSM/ITIL Consultant (SME)

PBG•Hybrid DC, DC

12h•Hybrid

About The Position

PBG delivers mission-focused solutions that eliminate inefficiency and power transformation for federal agencies requiring agility, security, and impact. PBG is seeking an experienced Lead IT Service Management (ITSM)/Information Technology Infrastructure Library (ITIL) Consultant to serve as the subject matter expert (SME) guiding our Customer through the transformation of its IT Service Desk into a unified, Service Level Agreement (SLA)-driven service delivered by a Managed Service Provider (MSP). This key position leads the assessment of current Service Desk operations, benchmarks them against ITIL/ITSM best practices, and designs the future-state operating model, including support tiers, escalation paths, and SLA and Operational Level Agreement (OLA) frameworks. The Lead ITSM/ITIL Consultant facilitates workshops with Service Desk staff, specialized IT teams, and business stakeholders, and identifies opportunities to expand Level 1 (L1) and Level 2 (L2) resolution capability. This position is estimated at a minimum allocation of 75 percent.

Requirements

Ten (10) years of IT Service Management experience.
Five (5) years designing and implementing Service Desk transformations.
Expert knowledge of ITIL/ITSM frameworks and best practices.
Experience developing SLA/OLA frameworks.
Experience with MSP operating model design.
Experience with current state assessments and gap analysis.
Strong facilitation and workshop delivery skills.
ITIL v4 Expert or ITIL Master certification.
U.S. citizenship.

Nice To Haves

HDI Support Center Manager or Director certification.
Certification in additional ITSM frameworks (COBIT, ISO 20000).
Experience in Federal regulatory environments.
Prior experience with the financial services sector.
Experience with shift-left strategies and L1/L2 capability building.

Responsibilities

Lead the current state assessment of Customer Service Desk operations, including direct observation across shifts and documentation of workflows from ticket creation through resolution.
Plan and conduct stakeholder interviews with Service Desk agents and supervisors, IT support teams, end users, and IT leadership, and synthesize findings into a current state assessment report and detailed process maps.
Benchmark the Customer's current state against ITIL/ITSM best practices and Help Desk Institute (HDI) and Gartner benchmarks, and assess maturity using industry frameworks.
Identify capability gaps across technical, tooling, process, security, and organizational categories, and develop a prioritized remediation roadmap.
Define service catalog scope by categorizing incident and request types by support tier (L1/L2/L3), with scope boundaries and handoff criteria for each tier.
Develop preliminary and final SLA frameworks, including P1–P4 priority definitions, response and resolution targets, and calculation methodology, along with OLAs between the Service Desk and specialized IT teams.
Define success metrics and key performance indicators (KPIs), including L1 resolution rate, response and resolution times, user satisfaction, and SLA compliance.
Design the future-state Service Desk operating model, including support tier definitions, escalation decision trees and routing logic, organizational design recommendations, and a quality management framework.
Analyze escalation patterns to identify shift-left opportunities, refine the service catalog, and design the L1/L2 agent training curriculum.
Contribute ITSM expertise to MSP market research and MSP technical requirements, keeping all recommendations vendor-neutral.
Facilitate workshops with Customer stakeholders and direct the work of non-key personnel assigned to assessment and design activities.