Service Management Lead; SML

Position Overview

Dexian Government Solutions is recruiting for a Service Management Lead (SML) to support our proposal effort for the EPA MRITSS Region 4 contract in Atlanta, GA.

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 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 process.

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.
• 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.

• Experience supporting EPA or other Civilian Federal agency IT environments.
• Experience supporting ITIL-aligned service management…