IT Operations & Maintenance (O&M) Lead
On-siteDistrict of Columbia, United States
Job Summary
Lead IT O&M activities including service desk operations, remote troubleshooting, and walk-in support for DHS S&T personnel. Manage ServiceNow-based ITSM workflows covering incident, problem, and change management while tracking SLAs. Oversee a team of 8–15 specialists delivering Tier 1–3 support across hardware, software, network, and application environments. Implement and monitor KPIs such as ticket resolution times, CSAT scores, and backlog trends to drive continuous service improvement. Develop standard operating procedures and refine self-help tools to reduce ticket volume. Coordinate surge support planning and ensure staffing continuity during peak demand periods. Manage transition-in and transition-out activities including knowledge transfer and incumbent onboarding. This Key Personnel role requires a DHS Public Trust clearance and at least seven years of federal IT operations experience.
Required Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field
- Minimum 7 years of federal IT operations and service management experience
- At least 3 years in a supervisory or lead role
- Demonstrated experience managing ServiceNow ITSM environments at scale (2,000+ tickets/year) in a federal setting
- Strong understanding of SLA management, customer satisfaction measurement, and performance improvement methodologies
- Experience managing remote support tools and walk-in IT support centers in a cleared federal environment
- Proven ability to lead and manage teams of 8–15 IT support professionals
- Must be eligible to obtain a DHS Public Trust
- US Citizenship
- CompTIA Security+ CE
Desired Qualifications
- ITIL v4 Foundation
- ServiceNow Certified System Administrator (CSA)
- Prior DHS or DHS component (USCIS, CBP, TSA) IT operations experience
- Experience with AI-enhanced service desk tools or chatbot/self-service automation in a federal environment
- Familiarity with CMDB management and integration between ITSM and ITAM platforms
- Experience supporting classified or sensitive compartmented information facility (SCIF) environments
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