Service Management Lead

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 industry experience with a history of managing IT operations.

Certification:

CompTIA A+ certification is required.

Technical Knowledge:

Strong understanding of the ITIL 4 Service Management Framework. Federal IT security requirements knowledge

Security Clearance:

Ability to obtain and maintain a security clearance.

Communication:

Strong verbal and written communication skills for preparing white papers, briefings, and data call responses. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, marital status, age, national origin, protected veteran status, or disability. VEVRAA Federal Contractor.