Service Management Lead

IntePros Federal • Chicago, IL

3d • Onsite

About The Position

The Opportunity:
IntePros Federal is seeking a Service Management Lead for a contract with a current customer. This role will be contingent upon contract award. This senior role is responsible for ensuring that IT support services and ITIL‑aligned processes are executed effectively and consistently across the service area.
The SML leads continual process improvement, manages the full lifecycle of services, and provides oversight for the development and implementation of service processes, procedures, work instructions, and supporting tools. The role also oversees knowledge management, training, and workforce education programs, ensuring alignment with ISO 20000 service management standards. Additional responsibilities include assigning technical representatives for task-order service processes and collaborating closely with service managers, engineering, operations, service desk leaders, and other service providers to ensure seamless service delivery.

Requirements

• A minimum of 5 years of experience managing IT Support Services with a similar scope and complexity.
• Demonstrated understanding of ITIL principles and their application in service management.
• Demonstrated experience working closely with IT managers, Business Process Partners, and end users to establish processes and service level objectives consistent with defined service level expectations.
• Demonstrated experience managing teams of IT professionals supporting a large AO with a mobile workforce.
• Familiarity with Federal IT security requirements.
• Certification: CompTIA A+ certification is required.
• Communication: Strong verbal and written communication skills for preparing white papers, briefings, and data call responses.
• Must be able to obtain Public Trust Clearance
• Bachelor's Degree in an IT-related field or equivalent experience

Nice To Haves

• Public Trust Clearance

Responsibilities

• Provide contract Draft and Final Transition Plans.
• Provide a Staffing Management Plan for all assigned contractor staff.
• Provide a Monthly Operational Status Report that captures or summarizes completed tasks, staffing status, financials (to include labor, travel, and equipment ODC funds), and any issues/challenges encountered.
• Provide Project planning and facilitate the implementation of government-approved projects.
• Participate in authorized on-site meetings; prepare and present briefings on progress of work, prepare and present debriefings on progress of work, prepare white papers and draft responses to IT-related data calls, as requested by Government COR.
• Develop and maintain SOPs to identify collaborative opportunities and support process interaction with other Government and contractor IT groups.
• Present SOPs to CORs for review and approval prior to implementation
• Facilitate integration with established EPA processes and procedures

What This Job Offers

• Career Level: Mid Level