• IT Services Manager

    Job ID
    # of Openings
  • Overview:

    ***** Please note... this position is pending contract award. *****


    Job Title:  IT Service Manager

    Job Location:  Ft Meade, MD / Ft Washington, MD

    Security Clearance: Current TS/SCI Eligibility

    Job Responsibilities:

    Trace Systems is looking for an IT Service Manager who will be a key member of a dynamic, multi-disciplined team responsible for development, implementation, and optimization of an enterprise IT service management and delivery environment that supports the Department of Defense.  They will improve, manage, and own all requisite IT service management processes, in accordance with industry best practices, including change, configuration, incident, problem, software configurations, asset management, capacity management, and CMDB


    Daily Responsibilities to Include:

    • Manage information and telecommunications operations. Ensure production schedules are met. Ensure computer system resources are used effectively. Coordinate the resolution of production-related problems.
    • Ensure proper relationships are established between customers, teaming partners and vendors to facilitate the delivery of information technology services. Supervises staff operations.
    • Develop, establish, optimize and ensure adherence to IT Service Management and Delivery processes in accordance with industry best practices, including Configuration Management (CM), Risk Management, and Incident/Problem Management.
    • Develop and implement programs to ensure that all information systems products and services meet minimum standards and end-user requirements. This includes consistently updated dashboards and reports with key metrics aligned to ITSM best practices.
    • Prepare configuration management plans and procedures.
    • Plan and manage support for change management tools (SharePoint) and processes (Tracking through the lifecycle of the change management process; Request for Change (RFC) evaluation & planning, change approvals, change implementation & review)
    • Maintain the change schedule and projected service outage
    • Review specific categories of RFC
    • Plan, scheduling, managing and chairing CAB meetings
    • Authorize changes at agreed points in the change lifecycle
    • Facilitate change reviews throughout each decision point in the service delivery process
    • Administer problem management process including monitoring and reporting on problem resolution. Ensures adequate product testing prior to implementation.
    • Coordinate with users and systems engineering personnel to ensure timely releases of software.
    • Verify the completeness and accuracy of release libraries before implementation and ensures that correct versions of programs are included in specified releases.
    • Coordinate system audits to ensure compliance with approved configuration baselines.
    • Manage, maintain and develop the CM environment for hardware and software product build, staging, testing and integration
    • Develop and ensure hardware and software version control processes, policies and procedures are followed on hardware and software development projects.
    • Perform service management audits on the integrity of the software CM processes
    • Perform Risk Management assessments and mitigation plans
    • Provides a high level of assistance to project members and leaders to ensure projects/programs are carried out to plan
    • Perform other duties as required.

    Minimum Qualifications:

    • Seven years direct experience in the last ten years developing and implementing IT Service Management processes, metrics & reporting tools within an Enterprise environment, including change, configuration, release, asset, availability, incident, and problem management processes based on ITIL best practices.
    • At least two years developing, writing, and continuous process improvement of processes and SOPs
    • Strong written and verbal communication skills, and strong proficiency in using MS Excel, PowerPoint, and Word for efficient delivery of management and reporting products
    • Ability to organize and multi-task, set priorities, and enforce timelines in a highly dynamic, matrixed environment.
    • Ability to work independently to ensure quality products and process compliance with minimal direction.
    • Track costs and performance, service levels and other metrics required to ensure project goals and operational SLAs are met
    • Experience with establishing and maintaining baselines and change control and conducing configuration audits, status accounting, and reviews
    • Experience in generating or assisting with the development of CM plans, processes, and procedures
    • Must be a US Citizen with an active TS clearance with SCI eligibility

    Required Certifications:  ITIL v3 Foundation

    Desired Qualifications:

    • At least one ITIL Intermediate certification
    • CM software configuration management experience and proficiency with tools such as Remedy
    • Experience with the forecasting, planning, and resourcing IT continuous improvement projects, with responsibility to deliver within cost, schedule and performance

    Desired Certifications:  

    • Advanced ITIL Certifications (Intermediate, Expert)
    • Six Sigma, CMMI, or ISO 20000 certifications
    • Security +
    • PMP



    • Associates or Bachelor's Degree in a relevant discipline (e.g. Computer Science, Business, Electrical Engineering, Information Systems, Telecommunications, Finance). OR at least ten years of general experience of which seven years is directly related experience

    Trace Systems

    To Apply: We invite you to put your talents to work by joining a growing team of dynamic professionals here at Trace Systems! Be part of a culture at our leading edge company where you can achieve great things while fostering a satisfying and rewarding career progression. Please apply directly through the website at: www.tracesystems.com.      #jointracesystems


    For any additional questions or to submit any referrals, please contact rrobertson@tracesystems.com

    Trace Systems is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.


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