IT Services Lead/Alternate PM (ITSL/APM)

IT Services Lead/Alternate PM (ITSL/APM)

Leading with our people, Digital Consultants' mission is to deliver the highest level of professional solutions while being a trusted partner and advisor to our customers. With a culture of practicality, opportunity, and creativity, we remain dedicated to being honest, trustworthy, respectful, and ethical in everything we do. We are a certified SBA 8(a) small, disadvantaged business that supports multiple IT customers within the Federal, civilian, and private sectors. Digital Consultants also offers our employees growth opportunities, competitive wages, and a full benefits package. Our founding principles, Fairness and Common Sense, make working here more than a job; it's the Digital family.

Digital Consultants seeks an IT Services Lead/Alternate PM (ITSL/APM) to support the Program Manager in the execution, oversight, and management of all contract operations supporting AFOSI enterprise IT services. The ITSL/APM will serve as the acting Program Manager in the absence of the PM and shall provide direct leadership for day-to-day IT Service Management (ITSM) operations supporting classified and unclassified enterprise environments. This position will oversee operational service delivery, incident management, customer support, outage response coordination, service desk activities, operational reporting, and mission support functions necessary to sustain AFOSI global IT operations.

Duties to include:

• Serve as the acting Program Manager during PM absences with full authority to act on behalf of the Contractor regarding contract operations, staffing coordination, and customer engagement activities.
• Lead daily IT Service Management (ITSM) operations supporting AFOSI enterprise users across classified and unclassified networks and systems.
• Oversee Service Desk operations, ticket management, outage response, escalation management, and customer support functions in accordance with contract requirements.
• Manage cradle-to-grave incident resolution activities, ensuring proper coordination, escalation, troubleshooting, tracking, and closure of service requests and operational incidents.
• Coordinate resolution of high-priority incidents, executive support requirements, operational outages, and mission-impacting service interruptions.
• Support Executive Customer Support requirements for AFOSI senior leadership, including priority response and in-person support coordination when required.
• Represent contractor operations during daily stand-up meetings with AFOSI leadership and provide operational status updates, metrics, outage reporting, and risk identification.
• Monitor operational performance metrics, SLA compliance, ticket aging, incident trends, and service delivery effectiveness using approved ITSM platforms and reporting tools.
• Coordinate with infrastructure, cybersecurity, cloud, network engineering, application support, and mission partner teams to ensure uninterrupted enterprise service delivery.
• Support Authorized Service Interruptions (ASI) configuration management, change management, and after-action reporting activities.
• Assist with staffing coordination, onboarding, retention, personnel replacement activities, and operational scheduling to ensure continuity of support services.
• Support development and execution of the Program Management Plan (PMP), quality assurance processes, staffing plans, transition activities, and operational reporting requirements.
• Ensure operational compliance with DoD, DAF, AFOSI, RMF, cybersecurity, and IT service management requirements and standards.
• Maintain continual coordination with AFOSI leadership, stakeholders, mission partners, and government representatives to support enterprise mission objectives.

Requirements

• Clearance: Active Top Secret security clearance required; SCI eligibility/access preferred.
• Certifications: CompTIA Security+ CE (or equivalent certification meeting DoD 8140/8570 IAT Level II requirements)
  • ITIL v4 Foundation Certification (preferred)
  • PMP or CAPM Preferred
  • ITIL v4 Managing Professional (preferred)
  • CISSP, CISM, or equivalent cybersecurity certification (preferred)
• Education: Bachelor's degree in Information Technology, Cybersecurity, Computer Science, Business Administration, Project Management, or related discipline; equivalent professional experience may be considered.
• Experience: Minimum of seven (7) years of experience supporting enterprise IT operations, IT Service Management, technical operations, or service delivery within Federal or DoD environments.
• Minimum of three (3) years of experience in a supervisory, operations lead, deputy program manager, service delivery manager, or technical management role.
• Demonstrated experience supporting enterprise IT services including incident management, outage response, service desk operations, operational reporting, customer support, and escalation management.
• Experience coordinating operational activities across multiple technical disciplines including systems administration, network operations, cybersecurity, cloud services, and application support.
• Working knowledge of ITIL-based IT Service Management processes, incident management, problem management, and change management principles.
• Physical Requirements: The candidate must be able to travel to other worksites as required and with or without reasonable accommodation, be able to sit, stand, use computers and monitors, and perform duties in an office environment for extended periods. The candidate must be able to lift up to 40 lbs. on occasion (e.g., moving a case of paper or similar task) that may occur occasionally.

Benefits: The company offers the following benefits to permanent, full-time employees:

• Paid Time Off (PTO)
• Group health plans
• Income protection and supplemental benefits
• 401(k) plan with company matching
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Pet insurance options
• Employee Assistance Program (EAP)

Digital Consultants, an inclusive and welcoming company, is fully committed to hiring and retaining a diverse workforce without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, age (40 or older), disability, veteran status or any other protected characteristic.