Service Management Lead (SML)

61 Forsyth Street Southwest, Atlanta, GA 30303, USA Service Management Lead (SML) – Atlanta, GA Position Overview Responsible for being the primary liaison to the Government at the task order level. Oversees IT support service and related ITIL processes to ensure they are being effectively executed. Leads continual improvement of processes and manages the lifecycle of services. Provides oversight, guidance for 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. Serves as the primary point of contact to the agency IT leadership, primary escalation contact for service activities, overseer of 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 directs and coordinates changes, concerns and/or updates to support contract management. Ensures back‑office support to properly process invoicing. Ensures adherence to 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. Job Duties Assist with supervision of day‑to‑day operations supporting regional IT service desk and deskside support activities. Identify, research, troubleshoot, and resolve complex technical problems and escalated incidents. 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. Support operational reporting activities, including SLA tracking, incident metrics, trend analysis, and customer service reporting. Provide technical leadership and guidance to Regional IT Support Specialists and support personnel. Support VIP users, teleworkers, travelers, and remote/offsite users requiring expedited or specialized support. Perform deskside support, endpoint troubleshooting, hardware/software support, mobility support, and remote support activities. Support AV/VTC operations, conference room support, peripheral device support, and user setup activities. Support inventory management, equipment tracking, hardware deployments, and lifecycle management activities. Support onboarding activities including new user setup, telecommunication support, and endpoint configuration. Coordinate and support EPA cybersecurity and compliance requirements, including annual security training, Rules of Behavior compliance, and FISMA‑related support activities. Participate in root cause analysis and continuous service improvement initiatives to improve operational performance and user satisfaction. Support emergency operations, COOP activities, and surge support requirements as needed. Ensure compliance with EPA operational policies, service management procedures, and federal security requirements. Preferred Qualifications and Experience Experience supporting EPA or other Civilian Federal agency IT environments. Experience supporting ITIL‑aligned service management operations. Familiarity with Microsoft SCCM, Bomgar, endpoint management, and enterprise remote support tools. Experience supporting inventory management and asset lifecycle management processes. Required Qualifications 10 years of experience supporting enterprise IT service desk, deskside support, or endpoint support operations. 2+ years of experience supporting IT service management or operational leadership functions. Demonstrated experience troubleshooting and resolving complex technical issues in enterprise environments. 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. Demonstrated familiarity with Federal IT security requirements and operational compliance requirements. Strong customer service, communication, and technical troubleshooting skills. Ability to prioritize workload, manage escalations, and operate effectively in a fast‑paced support environment. 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: a Tier 4 Public Trust (High Risk/Sensitive) is required to start. 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, 401(k) 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. This role requires customer approval, suitability to hold a public trust, and successful completion of a pre‑employment background screening. #J-18808-Ljbffr