Service Management Lead
About The Position
IntePros Federal is seeking a Service Management Lead for a contract with a current customer. This role will be contingent upon contract award. Step into a high-impact leadership role where you'll serve as the primary liaison to the Government, driving the strategy, execution, and continual improvement of mission-critical IT services across a multi-regional environment. As the Service Management Lead, you will shape how IT support is delivered by overseeing all ITIL‑aligned processes, guiding service lifecycle management, and ensuring every procedure, work instruction, and tool is implemented with precision and excellence. You'll lead knowledge management, training, and service education programs while aligning operations to the ISO 20000 standard. In this role, you'll collaborate daily with engineering, operations, service desk leaders, and partner contractors to orchestrate seamless service delivery across the entire service area. This is a rare opportunity to influence enterprise‑level IT performance, elevate service quality, and drive meaningful operational outcomes for a major federal mission.
Requirements
- 10 years of experience managing IT Support Services with scope and complexity.
- 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 highly mobile workforce.
- Familiarity with Federal IT security requirements.
Nice To Haves
- Must be able to obtain Public Trust Clearance
Responsibilities
- Oversee Desktop Management and Service Desk Operations, ensuring consistent, ITIL‑aligned delivery of end‑user support services across all Region 4 locations.
- Direct Work Orders and provide Technical Direction for Projects, coordinating with engineering, operations, and stakeholders to ensure timely execution and alignment with government priorities.
- Manage Account and Access Management processes, ensuring proper provisioning, deprovisioning, and compliance with federal identity, credential, and access management (ICAM) requirements.
- Supervise Hardware Maintenance, Repair, and Disposal activities, ensuring lifecycle management, secure handling, and environmentally compliant disposal of government‑furnished equipment.
- Oversee Inventory Management, including tracking, reconciliation, and reporting of IT assets across multiple regional offices, labs, and mobile users.
- Support Continuity of Operations Planning (COOP) and provide operational leadership during Regional Emergency Operations Center (REOC) activations, ensuring IT readiness and resilience.
- Ensure reliable Enterprise Connectivity
- 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 processes and procedures
Benefits
- Situational telework permitted
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What This Job Offers
Job Type
Full-time
Career Level
Manager
