Service Management Lead

Dexian Government Solutions is recruiting for a Service Management Lead (Task Order) to support our proposal effort at the Environmental Protection Agency (EPA) Building Management Support Division.

Location: Research Triangle Park, NC or Cincinnati, OH

Position Overview

The Service Management Lead serves as the primary Government liaison at the task-order level and oversees delivery of IT support services and related ITIL processes. This role leads continual service improvement, manages the service lifecycle, and aligns service management activities with ISO 20000. Specific responsibilities will be further defined at the task-order level.

Work Location and Schedule: Research Triangle Park, NC or Cincinnati, OH

On-site availability is required Monday through Friday, 8:00 a.m. to 4:00 p.m. Eastern Time, with after-hours on-call availability for escalations. Remote work or telework is permitted only when authorized by EPA policy and Contracting Officer direction and remains subject to on-site requirements.

Job Duties

• Serve as the primary liaison to the Government for task-order service delivery.
• Oversee effective execution of IT support services and related ITIL processes.
• Lead continual process improvement and manage the lifecycle of services.
• Provide oversight and guidance for implementation of service processes, procedures, work instructions, and supporting tools.
• Oversee knowledge management, training, and education programs.
• Align service processes and activities with the ISO 20000 Information Technology Service Management standard.
• Assign a Named Technical Representative for each task-order service process.
• Collaborate with service managers and functional leaders across engineering, operations, and service desk functions.
• Coordinate with other EPA contractors and service providers to enable seamless service execution.
• Designate a qualified on-site alternate with authority to act during Service Management Lead absences.

Required Qualifications

Minimum of 10 years of experience managing IT support services of comparable scope and complexity.

Experience working with IT managers, Business Process Partners, and end users.

Experience establishing processes and service-level objectives consistent with defined service expectations.

Experience managing IT professional teams supporting a large AO and a highly mobile workforce.

Familiarity with Federal IT security requirements.

Bachelor's degree in business administration, business management, information systems, information technology, engineering, or equivalent experience.

ITIL v3 Expert and/or ITIL 4 Managing Professional certification.

Certified TBM Executive (CTBME) certification.

Project Management Professional (PMP) certification.

Ability to meet Tier 4 Public Trust (High Risk/Sensitive) screening requirements, successfully complete EPA personnel screening, and obtain required interim access authorization before beginning work. Must maintain favorable background adjudication and required EPA credentials throughout performance.

Ability to meet the on-site schedule and after-hours escalation requirements described above.

Dexian Government Solutions is an award-winning, ISO 9001:2015 certified, business and GSA contract holder providing diversified Information Technology services to both Civilian and Defense agencies. Services include Software Development, Systems Integration, Data Management, Project Management, Operations & Maintenance, Cybersecurity, and Training and Audio/Visual (AV) Solutions. Dexian Government Solutions has received several recognitions, including rankings on "Top 50 Companies to Watch", Washington Technology's Annual "FAST 50", and Inc. 500's List of "Fastest Growing Private Companies".

The Dexian Government Solutions team is comprised of individuals who are dedicated to the success and sustainability of our customers and their missions. Our combination of technical expertise, big business experience, and small business agility allows us to promptly provide our customers with exceptional IT and engineering solutions.

Benefits

Our robust benefits package includes Open Paid Time Off, 11 Federal Paid Holidays & 5 Paid Sick Days, Company-paid Life/AD&D, Company-paid Short Term and Long-Term Disability, Health Insurance with Company Contribution, 401k Plan with Company Match, Employee Recognition Program, opportunity for Employee Referral Bonus, opportunity for annual Performance Bonus and much more!

EEO Statement

Dexian Government Solutions is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment is decided based on qualifications, merit, and business need.

All applicants will be considered for employment without attention to race, religion, color, national origin, ancestry, physical or mental disability, medical condition, pregnancy (including childbirth, lactation and related medical conditions), marital status, genetic information (including characteristics and testing), gender, sexual orientation, gender identity or expression, military and veteran status, or any other status protected under federal, state, or local law in the locations where we operate.

If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Human Resources. The Company invites any applicant and/or employee to review the Company's written Affirmative Action Plan. This plan is available for inspection upon request.

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#DICE

This role requires customer approval, suitability to hold a public trust and successful completion of a preemployment background screening.