IT Service Management (ITSM) Lead

Company Overview

At ValidaTek, we modernize and optimize IT services to solve some of the most critical challenges facing federal civilian and defense agencies. From customers to partners to top-talent employees, ValidaTek puts people first, empowering them to exceed expectations and transform government organizations. Our success starts and ends with our people, so we built a company where great people can do great things, with the resources and autonomy to make decisions that transform organizations. We operate as one team of diverse people, united by a passion for continuous growth and optimization. Our commitment to quality and performance optimization is the reason why our IT Service Projects and New Development Projects have been appraised at CMMI Maturity Level 5, positioning us as one of a handful of elite companies to receive the highest form of third-party validation. www.validatek.com

Summary

We are seeking a highly skilled IT Service Management (ITSM) Lead to support a critical Department of Homeland Security (DHS) program. The ITSM Lead will oversee the implementation, governance, and continuous improvement of IT service management processes, ensuring alignment with ITIL best practices and DHS operational requirements. This role is key in delivering high-quality IT services to DHS stakeholders, improving service delivery, and ensuring compliance with established SLAs and governance standards.

Responsibilities

• ITSM Process Management:
• Lead the design, implementation, and management of ITSM processes, including incident management, problem management, change management, and service request fulfillment.
• Ensure ITSM processes align with ITIL frameworks and DHS requirements, focusing on service excellence and efficiency.
• Oversee the continuous improvement of ITSM processes to ensure they meet evolving program and organizational needs.
• Service Desk and Incident Management:
• Collaborate with the Service Desk team to manage and resolve incidents within SLA timeframes, ensuring minimal impact on DHS operations.
• Implement best practices for incident categorization, prioritization, and escalation to ensure rapid and effective resolution.
• Track and report on incident trends, identifying root causes and implementing preventative measures through problem management.
• Change and Configuration Management:
• Establish and maintain a structured change management process, ensuring that changes are properly assessed, documented, and implemented with minimal risk to operations.
• Develop and maintain configuration management practices to ensure accurate tracking of IT assets and dependencies across the DHS environment.
• Chair the Change Advisory Board (CAB) to review, approve, and schedule high-risk changes.
• Service Level Management & Reporting:
• Define, monitor, and report on SLAs and KPIs for IT services, ensuring transparency and accountability for service delivery.
• Provide regular service performance reports to DHS stakeholders and program leadership, highlighting achievements, areas for improvement, and risk mitigation strategies.
• Collaborate with technical teams and program leadership to develop service improvement plans and action items based on SLA metrics and operational feedback.
• ITSM Toolset Administration:
• Manage the configuration and optimization of ITSM tools (e.g., ServiceNow, Remedy) to support IT service management functions.
• Ensure the ITSM toolset is integrated with other IT systems and is used effectively for incident tracking, knowledge management, and workflow automation.
• Develop and maintain a knowledge base to support the Service Desk and end-users in resolving common issues.
• Collaboration & Stakeholder Management:
• Work closely with DHS stakeholders, security teams, and technical support teams to ensure seamless service delivery and IT governance.
• Engage with DHS program leadership to understand operational needs and adjust ITSM processes to align with mission requirements.
• Provide regular updates to program management and government stakeholders on the status of IT services and ongoing service improvements.
• Governance & Compliance:
• Ensure compliance with DHS security policies, regulations, and audit requirements related to IT service management.
• Participate in regular audits and assessments, providing necessary documentation and ensuring that any findings are addressed promptly.
• Develop and enforce ITSM governance standards and processes that align with federal and DHS regulations.

Qualifications

• Education:
• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
• Experience:
• 7+ years of experience in IT service management, with at least 3 years in a leadership role overseeing ITSM processes.
• Proven experience supporting federal programs, preferably within DHS or other government agencies.
• Strong experience with ITSM tools such as ServiceNow, Remedy, or equivalent platforms.
• Experience managing SLAs and KPIs in a large-scale IT environment.
• Technical Skills:
• Proficiency in ITIL frameworks and ITSM best practices.
• Strong understanding of incident, problem, change, and configuration management processes.
• Familiarity with service management platforms, including configuration and workflow automation.
• Certifications:
• ITIL v3 or v4 Foundation certification required.
• ITIL Intermediate or Expert certification is a plus.
• PMP, CISM, or other relevant certifications are beneficial.

• Clearance:

• Must be able to pass the DHS law enforcement background check.

Posted Min Pay Rate

USD $58,184.00/Yr.

Posted Max Pay Rate

USD $106,391.00/Yr.

Salary Disclosure

Actual salary will be based on a variety of factors including but not limited to experience, geographic location, contract affordability, internal equity, education, and certifications.

The upper end of the salary range may be reserved for individuals who have demonstrated tenure with the company, seniority, and proven excellent performance. This includes factors such as education, certifications, and extensive/unique experience beyond what is required.

EEO Statement

ValidaTek is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, or disability status.

Applicants who are selected for employment will be required to verify authorization to work in the United States.

Offers of employment will be contingent upon passing a post-offer background check.