ITIL/ITSM

best practices, including incident, problem, and change management Lead continuous service improvement initiatives using operational data and customer feedback Direct and coordinate a geographically dispersed support organization Ensure compliance with DoD cybersecurity policies, RMF, and organizational requirements Support after-hours operations, surge activities, and escalations as required

Work Location Primary Location:

Russell Knox Building (RKB), Quantico, VA Standard hours: Monday - Friday, 8:00 AM - 5:00 PM ET Must support after-hours operational requirements as needed

Required Qualifications Experience:

Minimum 10 years of experience in Program or Project Management within DoD and/or IC environments Demonstrated experience leading enterprise IT support or service delivery organizations

Education:

Bachelor's degree in computer science, Information Technology, Engineering, or related field

Certifications:

Project Management Professional (PMP) DoD 8570/8140 IAT Level III certification (e.g., CASP+, CISSP, or equivalent)

Clearance:

Active Secret clearance, with eligibility to obtain Top Secret /

SCI Other Requirements:

U.S. Citizenship required Ability to serve as a Full-Time Key Personnel Strong leadership, communication, and stakeholder engagement skills Preferred Qualifications Experience supporting enterprise Service Desk environments Hands-on experience with ServiceNow or similar ITSM platforms Familiarity with ITIL frameworks and service delivery models Experience with Desktop Engineering and endpoint management solutions Knowledge of Knowledge Management and Customer Experience best practices Proven ability to lead large, distributed support teams Experience supporting federal or DoD enterprise environments

Employment Details Position Type:

Full-Time Labor Category:

Computer and Information Systems Manager (Senior)

Key Personnel:

Yes Salary Range:

$165,000 - $180,000 annually (commensurate with experience and qualifications) Why This Role Lead enterprise-wide customer support operations supporting national security Drive service innovation and continuous improvement across a large-scale IT environment Operate in a high-visibility leadership role with direct mission impact Shape the end-user experience for a nationwide workforce

Benefits:

401(k) 401(k) matching Dental insurance Employee discount Health insurance Health savings account Paid time off Parental leave Referral program Relocation assistance Tuition reimbursement Vision insurance

Work Location:

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