IT Services Lead​/Alternate PM; ITSL​/APM

Digital Consultants seeks an IT Services Lead/Alternate PM (ITSL/APM) to support the Program Manager in the execution, oversight, and management of all contract operations supporting AFOSI enterprise IT services. The ITSL/APM will serve as the acting Program Manager in the absence of the PM and shall provide direct leadership for day‑to‑day IT Service Management (ITSM) operations supporting classified and unclassified enterprise environments.

This position will oversee operational service delivery, incident management, customer support, outage response coordination, service desk activities, operational reporting, and mission support functions necessary to sustain AFOSI global IT operations.

• Serve as the acting Program Manager during PM absences with full authority to act on behalf of the Contractor regarding contract operations, staffing coordination, and customer engagement activities.
• Lead daily IT Service Management (ITSM) operations supporting AFOSI enterprise users across classified and unclassified networks and systems.
• Oversee Service Desk operations, ticket management, outage response, escalation management, and customer support functions in accordance with contract requirements.
• Manage cradle‑to‑grave incident resolution activities, ensuring proper coordination, escalation, troubleshooting, tracking, and closure of service requests and operational incidents.
• Coordinate resolution of high‑priority incidents, executive support requirements, operational outages, and mission‑impacting service interruptions.
• Support Executive Customer Support requirements for AFOSI senior leadership, including priority response and in‑person support coordination when required.
• Represent contractor operations during daily stand‑up meetings with AFOSI leadership and provide operational status updates, metrics, outage reporting, and risk identification.
• Monitor operational performance metrics, SLA compliance, ticket aging, incident trends, and service delivery effectiveness using approved ITSM platforms and reporting tools.
• Coordinate with infrastructure, cybersecurity, cloud, network engineering, application support, and mission partner teams to ensure uninterrupted enterprise service delivery.
• Support Authorized Service Interruptions (ASI) configuration management, change management, and after‑action reporting activities.
• Assist with staffing coordination, onboarding, retention, personnel replacement activities, and operational scheduling to ensure continuity of support services.
• Support development and execution of the Program Management Plan (PMP), quality assurance processes, staffing plans, transition activities, and operational reporting requirements.
• Ensure operational compliance with DoD, DAF, AFOSI, RMF, cybersecurity, and IT service management requirements and standards.
• Maintain continual coordination with AFOSI leadership, stakeholders, mission partners, and government representatives to support enterprise mission objectives.

• Clearance:
  Active Top Secret security clearance required; SCI eligibility/access preferred.
• Certifications:
  
  CompTIA Security+ CE (or equivalent certification meeting DoD 8140/8570 IAT Level II requirements)
• ITIL v4 Foundation Certification (preferred)
• PMP or CAPM Preferred
• ITIL v4 Managing Professional (preferred)
• CISSP, CISM, or equivalent cybersecurity certification (preferred)
• Education:
  
  Bachelor’s degree in Information Technology, Cybersecurity, Computer Science, Business Administration, Project Management, or related discipline; equivalent professional experience may be considered.
• Experience:
  
  Minimum of seven (7) years of experience supporting enterprise IT operations, IT Service Management, technical operations, or service delivery within Federal or DoD environments.
• Minimum of three (3) years of experience in a supervisory, operations lead, deputy program manager, service delivery manager, or technical management role.
• Demonstrated experience supporting enterprise IT services including incident management, outage response, service desk operations, operational reporting, customer support, and escalation management.
• Experience coordinating operational activities across…