IT Service Manager

IT Service Manager

Remote / Local to Washington, DC Metro Area

Overview:

Softtek Government Solutions is seeking a highly motivated and experienced IT Service Manager to join our team. You will be responsible for planning, overseeing, monitoring, reporting, and improving IT services that support large government programs. In this role, you will work closely with ITSM consultants, service agents, program stakeholders, business analysts, and developers to execute your mission.

Responsibilities:

• Oversee the delivery of IT services to ensure they meet business needs and performance targets.
• Manage the IT service management team, providing leadership, guidance, and support.
• Develop and implement IT service management policies, processes, and procedures based on best practices such as ITIL.
• Monitor and report on IT service performance, ensuring compliance with SLAs and other metrics.
• Collaborate with stakeholders to understand their requirements and ensure alignment with IT service delivery.
• Conduct regular service reviews with key stakeholders to discuss performance, issues, and improvements.
• Manage the incident, problem, change, and configuration management processes.
• Drive continuous improvement initiatives to enhance IT service delivery and customer satisfaction.
• Ensure effective communication and coordination between IT service management and other IT and business functions.
• Stay current with industry trends and advancements in IT service management.

Qualifications:

• Bachelor's degree in information technology, cybersecurity, business or a related field.
• 10+ years of direct related experience.
• US Citizenship or Permanent Residence/Green Card allowed (must live in the USA)
• Proven experience as an IT Service Manager or similar role.
• In-depth knowledge of IT service management frameworks and best practices, including ITIL.
• Strong understanding of IT operations and service management processes.
• Experience with ITSM tools such as ServiceNow, BMC Remedy, or similar platforms.
• Excellent problem-solving skills and the ability to work independently and as part of a team.
• Strong communication and interpersonal skills.

Preferred Qualifications:

• ITIL certification (e.g., ITIL Foundation, ITIL Practitioner) is highly desirable.
• Experience with ISO 20000-1, COBIT, and other IT governance frameworks.
• Familiarity with risk management and compliance standards.

• Previous experience working for U.S. Social Security Administration (SSA) programs

About Softtek Government Solutions:

Softtek Government Solutions is a professional services firm focused on addressing our nation's most complex threats and challenges. As a small business we're committed to supporting our clients' missions with services delivered by our diverse and experienced staff. With expertise in cybersecurity, emergency preparedness, and public health, our experience base spans federal, state, and local governments, as well as private sector entities.

Softtek Government Solutions encourages collaborative communication and ongoing learning. Some of our benefits include:

• Extensive training programs
• Gym membership reimbursement
• Education reimbursement
• Technology benefits
• Commuter benefits
• Generous paid time off and much more!

Softtek Government Solutions is an Equal Opportunity Employer (EOE)