ITSM Lead - TS Cleared

Job Summary

The ITSM / End User Support Lead will lead ITSM, ITOM, end‑user support process governance, and service integration across a large government IT services environment. This role will apply business process improvement practices to reengineer IT support methodologies, modernize workflows, establish standards, improve ITSM platform‑based operations, and develop corrective actions for workflow, organizational, planning, and service performance challenges.

• Lead ITSM/ITOM process design, governance, implementation, and continuous improvement.
• Standardize incident, request, change, problem, configuration, knowledge, escalation, and service reporting processes.
• Establish and maintain information systems procedures, operating standards, workflows, and process controls.
• Analyze information requirements, service data, workflow issues, organizational challenges, and planning gaps.
• Develop corrective actions and service improvement recommendations.
• Support integrated service delivery across service desk, field support, end‑user support, asset management, and engineering stakeholders.
• Ensure the designated ITSM platform remains the system of record for incidents, requests, changes, configuration data, field activities, and service reporting.
• Identify business improvement opportunities aligned to configuration management, cost savings, open architecture, service performance, and user experience objectives.
• Support knowledge management, process training, quality assurance, reporting, and operational readiness.
• Partner with operational leads to improve end‑to‑end ticket flow, escalation paths, handoffs, and resolution quality.
• Evaluate workflow, organization, and planning problems analytically and systematically.

• Master’s degree, with one-and-one‑half years of additional experience substitutable for one year of a typical degree program.
• Minimum 10 years of experience supporting ITSM roles/responsibilities listed above.
• Service Now Certified System Administrator or Service Now process certification(s).

• Lean Six Sigma, Agile, or process improvement certification.
• Experience supporting federal IT operations or large‑scale end‑user computing programs.
• Experience integrating service desk, field services, asset management, endpoint support, and engineering workflows.
• Demonstrated experience in ITSM, ITOM, end‑user support, systems engineering, service management, or business process improvement.
• Experience developing or improving information systems procedures, workflows, standards, and corrective actions.
• Experience analyzing workflow, organization, planning, and information requirements.
• Experience with Service Now or a comparable ITSM platform.
• Strong understanding of ITIL‑aligned incident, request, change, problem, configuration, knowledge, service level, and escalation management.
• Ability to work across technical, operational, and management stakeholders.
• Experience using metrics, ticket data, operational analysis, and customer feedback to improve service performance.

NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this role is $112,942 - $188,238. Actual compensation will depend on a number of factors, including the candidate’s relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance. If the position is offered in temporary, the position will not be eligible for incentive compensation.

This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally‑required benefits.

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Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please  . If you’d like more information on your EEO rights under the law, please  . For Pay Transparency information, please  .

Cloud, Six Sigma, Information Systems, Lean Six Sigma, Business Process, Technology, Management