Service Management Lead (SML)

Dexian Government Solutions is recruiting for a Service Management Lead (SML) to support our contract at the Environmental Protection Agency (EPA) Multi-Regional IT Support Services (MRITSS) R9 in San Francisco, CA. Position Overview Serves as the primary Government liaison and escalation POC at the task order level. Oversees IT support and ITIL service management processes, ensuring effective execution, continual improvement, and alignment with ISO 20000 standards. Provides governance for service processes, procedures, tools, knowledge management, and training programs. Coordinates with engineering, operations, service desk teams, and external contractors to ensure seamless service delivery. Manages contractor resources, scheduling, deliverables, risk mitigation, security clearance requirements, and performance assessments across all Region 9 locations. Job Duties Responsible for being the primary liaison to the Government at the task order level. Oversees IT support service (and related ITIL) processes to make sure they are being effectively executed. Leads continual improvement of processes and manages the lifecycle of services. Provides oversight and guidance for the implementation of service processes, procedures, work instructions, and associated tools. Oversees knowledge management, training and education programs. Aligns service processes and activities to the ISO 20000 Information Technology - Service Management standard. Assigns a Named Technical Representative for each task order service processes. Collaborates with service managers and functional leaders including engineering, operations, and service desk as well as other EPA contractors and service providers to enable seamless service execution across the service area. At the task order level, serves as the primary point of contact (POC) to the agency IT leadership. Serves as primary escalation and point of contact (POC) for service activities. Oversees cross-project planning for contractor resources, scheduling, milestones, and deliverables for on-time submission of contract deliverables. Identifies, assesses, and resolves complex business issues and risks and facilitates resolution and risk mitigation. Manages contractor resources, scheduling, and training to maintain contractual performance obligations and ensure relevancy of staff. Participates in all contract level meetings with agency and directing and coordinating changes, concerns and/or updates to support contract management. Ensures back-office support to properly process invoicing. Ensures adherence to the processes, procedures, standards, and policies by SP team personnel. Oversees personnel security clearance requirements and manages performance assessments and evaluations. Provides oversight and governance for all service activities. Collaborates with agency IT leadership team to prioritize innovations and improvements, share survey results, and provide customer feedback on services portfolio. Assist with supervision of day-to-day operations supporting regional IT service desk and deskside support activities across all Region 9 locations. Identify, research, troubleshoot, and resolve complex technical problems and escalated incidents; serve as final escalation authority for complex incidents and root cause investigations. Create, manage, and maintain escalation procedures to ensure service levels and operational performance are maintained. Develop, maintain, and quarterly update documented SOPs for all key tasks. Provide Monthly Operational Status Reports to the COR capturing completed tasks, staffing status, financials (labor, travel, ODC), SLA compliance, trend analysis, and upcoming planned activities. Provide technical leadership and guidance to Regional IT Support Specialists and support personnel across all Region 9 field locations. Support VIP users (approximately 5% of user population requiring Priority 1 expedited response), teleworkers, travelers, and remote/offsite users. Perform deskside support, endpoint troubleshooting, hardware/software support, mobility support, and remote support activities via EPA ITSM platform. Support AV/VTC operations, conference room support (quarterly rotating checks required), peripheral device support, and user setup activities. Support inventory management, equipment tracking, hardware deployments, and lifecycle management activities using the Agency Asset Management System (AAMS). Support onboarding activities including new user setup, telecommunication support, endpoint configuration, PIV/CAC issuance coordination, and EPA system access setup. Coordinate with EPA EISD enterprise service desk for Tier 1/2 integration, Operational Level Agreement (OLA) compliance, and EPA ITSM platform workflow management. Participate in root cause analysis and continuous service improvement initiatives to improve operational performance and user satisfaction across the Region 9 service area. Lead Phase-In Transition planning; provide Draft and Final Transition Plans within 30 days of award covering transition methodology, key events, risks, and Key Personnel identification. Perform financial management functions including monthly invoicing, budget tracking, and responding to Government audit or external review requests. Ensure compliance with EPA operational policies, service management procedures, ISO 20000-1 standard, and all applicable federal security and regulatory requirements. Required Qualifications 10 years of experience managing IT Support Services with scope and complexity. (Note: This is a hard PWS/TE 3-7 requirement – do not accept candidates below this threshold.) 2+ years of experience in IT service management or operational leadership functions. Demonstrated experience troubleshooting and resolving complex technical issues in enterprise environments. Demonstrated experience working closely with IT managers, Business Process Partners (BPPs), and end users to establish processes and service level objectives (SLOs) consistent with defined service level expectations. Demonstrated experience managing teams of IT professionals supporting a large Area of Operations (AO) with a highly mobile workforce. Experience supporting geographically dispersed users, teleworkers, and remote workforce operations. Demonstrated experience utilizing ITSM platforms and incident management processes. Experience supporting SLA-driven operational environments. Experience with ServiceNow for incident management and enterprise ITSM workflow operations. Demonstrated familiarity with Federal IT security requirements including FISMA, NIST SP 800-53, EPA IT Directives, Rules of Behavior, and PIV/CAC requirements. Strong customer service, communication, and technical troubleshooting skills. Ability to prioritize workload, manage escalations, and operate effectively in a fast-paced support environment. Demonstrated experience working closely with IT managers, Business Process Partners and end users to establish processes and service level objectives consistent with defined service level expectations. Demonstrated experience managing teams of IT professionals supporting a large AO with a highly mobile workforce. Familiarity with Federal IT security requirements. Certification Requirements ITIL v3 Expert and/or ITIL 4 Managing Professional Certified TBM Executive (CTBME) Education Requirements Bachelor's degree in business administration, business management, information systems, information technology, engineering, or equivalent experience. Clearance Requirements Tier 4 Public Trust (High Risk/Sensitive) is required to start. Additional Requirements This role requires customer approval, suitability to hold a public trust and successful completion of a preemployment background screening. 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. #J-18808-Ljbffr