IT Operations & Maintenance (O&M) Lead

Overview CVP is seeking an experienced IT Operations & Maintenance Lead to oversee day-to-day IT operations, end-user support, remote troubleshooting, and service desk management for the DHS. This Key Personnel role is responsible for ensuring operational excellence, high customer satisfaction (CSAT), and continuous service improvement across a diverse federal IT environment supporting the Homeland Security Enterprise (HSE). The IT O&M Lead will manage all aspects of ITSM operations in alignment with ITIL best practices, Government-defined SLAs, and applicable DHS IT governance requirements. Responsibilities Lead IT O&M activities including service desk operations, remote support, walk-in support, and end-user IT services for DHS S&T personnel. Manage ServiceNow-based ITSM workflows including incident management, problem management, change management, and SLA tracking. Oversee a team of IT support specialists delivering Tier 1–3 support across hardware, software, network, and application environments. Implement and monitor KPIs including ticket resolution times, customer satisfaction (CSAT) scores, backlog trends, and SLA compliance. Drive continuous service improvement using metrics-based analysis and monthly performance reviews aligned with Government reporting requirements. Manage and refine self-help tools, knowledge base articles, and automated request routing to reduce ticket volume and improve user experience. Coordinate surge support planning and ensure staffing continuity during peak demand periods. Develop and maintain standard operating procedures (SOPs), runbooks, and operational documentation. Support transition-in and transition-out activities including knowledge transfer and incumbent staff onboarding. Qualifications Bachelor's degree in Information Technology, Computer Science, or a related field. Minimum 7 years of federal IT operations and service management experience, with at least 3 years in a supervisory or lead role. Demonstrated experience managing ServiceNow ITSM environments at scale (2,000+ tickets/year) in a federal setting. Strong understanding of SLA management, customer satisfaction measurement, and performance improvement methodologies. Experience managing remote support tools and walk-in IT support centers in a cleared federal environment. Proven ability to lead and manage teams of 8–15 IT support professionals. Security Clearance Must be eligible to obtain a DHS Public Trust (US Citizenship Required) Certifications ITIL v4 Foundation — Preferred CompTIA Security+ CE — Required ServiceNow Certified System Administrator (CSA) — Preferred Preferred Qualifications Prior DHS or DHS component (USCIS, CBP, TSA) IT operations experience. Experience with AI-enhanced service desk tools or chatbot/self-service automation in a federal environment. Familiarity with CMDB management and integration between ITSM and ITAM platforms. Experience supporting classified or sensitive compartmented information facility (SCIF) environments. Please note this role is pending program award. CVP is an Equal Opportunity Employer dedicated to actively recruiting individuals and providing advancement opportunities based on merit and legitimate job qualifications. We ensure that all associates receive equal opportunities based on their personal qualifications and job requirements. CVP strictly prohibits any form of discrimination or harassment. #J-18808-Ljbffr Customer Value Partners, Inc.