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Job Description

Own the delivery and continual improvement of the IT services agencies depend on daily. You'll manage service processes, drive accountability against SLAs, and keep operations running predictably.

Key Responsibilities

• Manage incident, problem, and change management processes end to end.
• Track and report service performance against agreed SLAs.
• Lead service reviews and continual service improvement initiatives.
• Coordinate across technical teams to resolve escalations.
• Maintain the service catalog, knowledge base, and process documentation.
• Serve as the primary service contact for agency stakeholders.

Qualifications

• Bachelor's degree in Information Technology, Business, or related field.
• 4+ years of experience in IT service management or operations.
• Strong working knowledge of ITIL practices; ITIL certification preferred.
• Experience with ServiceNow or a comparable ITSM platform.
• Proven stakeholder communication and escalation management skills.
• Federal or public sector service delivery experience preferred.

What We Offer

• Competitive compensation and comprehensive benefits package.
• Opportunities for professional growth and certification support.
• Mission-driven work that makes a real impact.
• Collaborative, inclusive, and supportive team culture.