Senior IT Service Manager - ADSHHS

Senior IT Service Manager

Job Summary:

We are seeking a Senior IT Service Manager to lead IT service management operations, focusing on customer relationship management, service delivery, and IT workflows for the Health and Human Services (HHS) department. The successful candidate will manage service desk operations, incident and change management, configuration, and audit coordination, ensuring efficient IT service delivery and compliance with relevant standards.

    Customer Service Center Support:

• Serve as the primary point of contact for Health Care and Administration Services (HCAS) user support, managing service requests, user provisioning, and day-to-day issue resolution.
• Oversee the communication of critical system-related information to stakeholders and manage HCAS Salesforce CRM instances and license distribution.

    Incident/Problem/Change Management:

• Coordinate the response to service interruptions and incidents within the HCAS environment, ensuring timely troubleshooting and resolution of system availability issues.
• Conduct root cause analysis and manage the implementation of system changes to prevent future incidents.

    Configuration Management:

• Maintain the integrity of the HCAS system's baseline configuration, managing changes to meet workflow requirements and supporting audit readiness.

    Audit Coordination:

• Lead the coordination and execution of workflows associated with the annual system audit, supporting any necessary remediation activities.
• Perform A-123 audit self-assessments and preparation to ensure compliance with audit standards.

Qualifications:

    Experience:

• 8+ years of experience in IT service management, with a focus on customer service, incident, problem, and change management.
• Proven experience managing IT services in a government or healthcare environment, particularly with HCAS systems.
• Hands-on experience with Salesforce CRM management and IT service delivery workflows.

    Skills:

• Strong leadership and communication skills, with the ability to manage cross-functional teams and coordinate with stakeholders.
• In-depth knowledge of ITIL processes for incident, problem, change, and configuration management.
• Excellent problem-solving and troubleshooting abilities, with a focus on root cause analysis and continuous improvement.
• Experience with audit preparation and remediation activities, particularly in compliance with A-123 standards.

    Education:

• Bachelor's degree in IT, Computer Science, or related field (Master's preferred).
• ITIL certification or equivalent is required.

Key Competencies:

• IT Service Delivery
• Incident and Problem Resolution
• Configuration Management
• Audit and Compliance Coordination
• Stakeholder Communication and Relationship Management