Service Management Lead

Service Management Lead – CA (Region 9)

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.

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 the service area. 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.

Clearance:

• Required: Must be able to obtain Public Trust Clearance
• Preferred: Public Trust Clearance

Locations:

• San Francisco, CA- situational telework permitted but primarily on-site. Travel to local regional offices

Education:

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

Certifications:

• ITIL v3 Expert and/or ITIL 4 Managing Professional

Responsibilities - Activities may include, but are not limited to:

Government Interface & Reporting

• Serve as the primary point of contact to the Government for all task order matters.
• Provide Draft and Final Transition Plans.
• Provide a Staffing Management Plan for all assigned contractor staff.
• Deliver a Monthly Operational Status Report summarizing completed tasks, staffing status, financials (labor, travel, equipment ODCs), and any issues or challenges.
• Participate in authorized on‑site meetings; prepare and present progress briefings, debriefings, white papers, and responses to IT‑related data calls as requested by the COR.

Service Management & ITIL Leadership

• Oversee IT support services and all associated ITIL‑aligned processes.
• Lead continual service improvement and manage the service lifecycle.
• Ensure all service processes align with the ISO/IEC 20000 IT Service Management standard.
• Provide oversight and guidance for implementing service processes, procedures, work instructions, and supporting tools.
• Lead knowledge management, training, and service education programs.

Process Integration & Coordination

• Assign a Named Technical Representative for each service process.
• Collaborate with service managers, engineering, operations, service desk leaders, and other contractors to ensure seamless service execution across the service area.
• Develop and maintain Standard Operating Procedures (SOPs) that support process interaction with Government and contractor IT groups.
• Present SOPs to the COR for review and approval prior to implementation.
• Facilitate integration with established Government processes and procedures.
• Provide project planning and facilitate implementation of Government‑approved projects.

Qualifications REQUIRED

• 10 years of experience managing IT Support Services with scope and complexity.
• Demonstrated experience establishing service level objectives and working with IT managers, business partners, and end users.
• Experience managing teams supporting a large, highly mobile workforce
• Familiarity with Federal IT security requirements.

Who We Are: IntePros Federal is a Service-Disabled, Veteran-Owned, Small Business (SDVOSB) headquartered in Washington DC, providing IT solutions, systems, and software services to multiple federal government agencies. We specialize in IT solutions, application development, program management, systems integration, and cybersecurity services. Our core values are the keys to success by empowering people to do the right thing for our colleagues, customers, and community. Join Us!!

EEO (Equal Employment Opportunity) Commitment:

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or on the basis of disability.

Equal Opportunity Employer/Veterans/Disabled