ASRC Federal Holding Company ITSM Team Lead ARLINGTON, Virginia Apply Now ASRC is seeking an ITSM Lead to oversee the implementation, management, and continuous improvement of IT service management processes within the organization, aligning IT services with business objectives to ensure maximum efficiency and effectiveness. This role will require a deep understanding of ITSM frameworks, focusing on ITIL (Information Technology Infrastructure Library) best practices, and the ability to lead and coordinate teams across different IT service functions. Key Responsibilities: ITSM Process Management: Develop, implement, and maintain ITSM processes, including incident management, problem management, change management, request management, and service level management. Ensure that ITSM processes are efficient, aligned with organizational goals, and meet compliance standards. Continuously improve and optimize ITSM processes to enhance service delivery. Service Desk and Incident Response Leadership: Manage the service desk team and oversee incident response protocols to ensure timely resolution of service issues. Coordinate response activities across teams to minimize service interruptions and enhance customer satisfaction. Stakeholder Engagement and Communication: Act as a liaison between IT and other business units to understand service needs and ensure that IT services effectively meet those needs. Communicate ITSM metrics, improvements, and initiatives to stakeholders, providing insight into service performance and areas for improvement. Team Development and Leadership: Lead, mentor, and develop ITSM team members, fostering a culture of continuous improvement and collaboration. Coordinate training and certification programs to ensure team members remain proficient in ITSM best practices and relevant technologies. Service Performance Metrics and Reporting: Define and monitor key performance indicators (KPIs) for IT services to ensure service level agreements (SLAs) are met. Generate regular reports on IT service performance, trends, and recommendations for improvement, presenting findings to management and other key stakeholders. ITSM Tool Management: Oversee the configuration, implementation, and management of ITSM tools (such as ServiceNow or other platforms). Ensure that ITSM tools are optimized to support business requirements, automate workflows, and streamline processes. Continuous Improvement and Innovation: Identify trends, inefficiencies, and opportunities for improvement to drive a culture of continuous improvement within the ITSM function. Stay current with industry best practices and emerging trends in IT service management to incorporate innovative solutions where applicable. Requirements: Bachelor’s degree in information technology, Business Administration, or a related field. Minimum of 5-7 years of experience in IT service management, including at least 3 years in a leadership role. Proven experience with ServiceNow. Strong problem-solving and analytical skills, with an ability to think strategically about IT services and their role in business success. Excellent communication, leadership, and interpersonal skills; capable of managing cross-functional teams and collaborating with multiple stakeholders. ASRC Federal and its Subsidiaries are Equal Opportunity / Affirmative Action employers. All qualified applicants will receive consideration for employment without regard to race, gender, color, age, sexual orientation, gender identification, national origin, religion, marital status, ancestry, citizenship, disability, protected veteran status, or any other factor prohibited by applicable law. J-18808-Ljbffr