Service Management Lead (SML)

The Service Management Lead (SML) will oversee all operational aspects of the IT Service Desk, ensuring the delivery of high-quality, efficient, and compliant technical support services to the client. This role is responsible for the overall success of the contract, managing personnel, budget, Service Level Agreements (SLAs), and the continuous improvement of the support delivery model.

Key Responsibilities:

• Service Delivery & Project Management: Plan, direct, design, supervise, and monitor the performance of multiple service desk projects and initiatives effectively (e.g., OS refreshes, knowledge base updates, new tool implementation).
• Team Leadership & Mentoring: Provide administrative and technical direction to helpdesk personnel, including assigning shifts, overseeing ticket queue management, coaching on customer service standards, and ensuring all deliverables are met (e.g., first-call resolution rates, average handle time).
• Quality Assurance & SLA Compliance: Establish and enforce performance standards and SLAs. Monitor key performance indicators (KPIs) such as customer satisfaction (CSAT), first-call resolution (FCR), and Mean Time to Resolution (MTTR) to ensure high-quality service and meet or exceed Customer satisfaction standards.
• Client Communication & Expectation Setting: Act as the primary task order liaison, collaborating with government personnel, client stakeholders, and other support contractors. Negotiate operational standards, communicate performance metrics, and establish clear expectations for service delivery and incident reporting.
• Operational Problem-Solving: Proactively address and resolve systemic challenges (e.g., recurring technical issues, staffing shortages, process bottlenecks) that arise to ensure the continuous success and high availability of the helpdesk service.
• Team Collaboration: Work effectively with Systems Analysts, Network Engineers, and user support personnel to facilitate incident escalation, root cause analysis, and problem management.
  

Technical Knowledge & Ethics:

• Technical Proficiency: Possess familiarity with ITSM principles (e.g., ITIL), ticketing systems (ServiceNow), remote support tools (SCCM), and helpdesk processes.
• Tiered Support Models: Deep understanding of Tier 1 and Tier 2 support delivery models, including escalation paths and knowledge management implementation.
• Federal Compliance: Support the implementation of, and encourage compliance with, appropriate standards and procedures for the effective governance and management of information systems and technology, including audit, control, security, and risk management.
• Professional Conduct: Perform duties with objectivity, due diligence, and professional care, maintaining the privacy and confidentiality of information obtained during activities.
  

Mandatory Qualifications:

• Experience: Demonstrate at least ten (10) years of experience managing IT Support Service Programs of similar scope and complexity.
• Federal Expertise: Must demonstrate experience and familiarity with Federal IT security requirements.
• Education: Must hold a bachelor’s degree in business administration, Management, Information Systems, Information Technology, or Engineering.
• Program Management Certification: Must hold an active PMI-recognized certification (Project Management Professional (PMP) or Certified Associate in Project Management (CAPM)) or a similar industry-recognized certification.
• ITSM Certification: Must hold an active ITIL v3 Expert and/or ITILv4 Managing Professional certification or actively pursuing one of these certifications.
• Skills: Strong verbal and written communication skills, with a proven ability to present complex performance data to executive-level client staff.