Service Management Lead

Service Management Lead - j-2015 Philadelphia, PA 2 DAYS AGO 22646056 Summary Philadelphia, PA In-Person $24.04 - $72.12 per Hour 1 Years Experience Bachelor's degree No Commission 40.00 hours per week / Day Shift / Full-Time Description

Service Management Lead Philadelphia, Pennsylvania ID:

j-2015

JOB TYPE:

Direct Hire

REMOTE STATUS

On-Site VETS, Inc., is looking to add an experienced Service Management Lead to our growing team. This is a full time, permanent position, with full benefits. The successful candidate will oversee delivery of on-site end-user IT support and operational service management activities in support of a federal customer. This position is responsible for leading day to day service delivery, supervising support personnel, coordinating with customer stakeholders and technical teams, and ensuring high quality performance across service desk and operational support functions. The ideal candidate brings strong experience in IT service management, service desk operations, incident management, customer engagement, reporting, and team leadership. This individual must be comfortable operating in a fast paced environment where responsiveness, accountability, and service quality are essential. As the Service Management Lead, you will serve as the primary liaison between our organization and the Government. You will be responsible for overseeing the execution of all IT support service processes, ensuring they align with the ITIL 4 framework and

ISO 20000

standards. This role is critical to the delivery of high-quality IT services for the Environmental Protection Agency (EPA), focusing on continuous process improvement and the seamless execution of the service lifecycle.

Key Responsibilities Process Oversight:

Manage and lead IT support service processes (incident, change, and problem management) to ensure effective execution across the service area.

Continual Improvement:

Lead the identification and implementation of process enhancements and service lifecycle management.

Stakeholder Liaison:

Serve as the primary point of contact for the Government, collaborating with EPA service managers and functional leaders across engineering, operations, and the service desk.

Compliance & Standards:

Align all service activities with ISO 20000 and ITIL 4 frameworks.

Documentation & Reporting:

Develop and maintain Standard Operating Procedures (SOPs), draft Monthly Operational Status Reports, and facilitate project planning.

Leadership:

Manage and provide oversight for all contractor staff providing services within the region.

Required Qualifications Minimum Education :

Bachelor's Degree in an IT-Related field or equivalent experience

Minimum Experience:

At least 5 years of View the full job description https://www.click2apply.net/KgR1GRcaLgDzJcRA8uJenO. Equal employment opportunity, including veterans and individuals with disabilities.

PI284625689 11-3012.00

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