Service Management Lead

Service Management Lead

Location: Seattle, WA

Work Environment: Primarily onsite at the customer headquarters; limited hybrid or telework may be permitted based on mission needs

Position Overview:

The Service Management Lead serves as the primary point of contact with Government stakeholders at the task order level and is responsible for overseeing the execution and continual improvement of IT service management processes. This role ensures IT support services are delivered in alignment with ITIL best practices and ISO 20000 standards while supporting mission-critical operations across a large, multi-site environment.

The Service Management Lead collaborates closely with engineering, operations, service desk teams, and external service providers to enable consistent, high-quality service delivery across geographically distributed locations.

Key Responsibilities

• Serve as the primary liaison to Government stakeholders for IT service management activities
• Oversee the execution and performance of IT support service processes, ensuring alignment with ITIL best practices
• Lead continual service improvement initiatives and manage the full lifecycle of IT services
• Provide oversight and guidance for the development and implementation of:
  
  
  
  • Service processes
  • Procedures
  • Work instructions
  • Supporting tools and platforms
  
  
  
  
• Align IT service management practices with ISO 20000 (IT Service Management) standards
• Oversee knowledge management, training, and education programs to ensure operational readiness
• Assign and oversee designated technical representatives for service processes as required
• Collaborate with service managers, functional leaders, and external service providers to ensure seamless service execution
• Ensure IT service delivery aligns with Federal IT security requirements and compliance standards
• Interface regularly with senior customer leadership, providing reporting, briefings, and issue resolution.

Preferred Experience:

• Experience managing IT services supporting:
  
  
  
  • Regional field offices
  • National laboratories
  • Special-purpose or mission-critical facilities
  
  
  
  
• Familiarity with large-scale, multi-site federal IT support environments

Experience Requirements:

• At least 10 years of experience managing IT Support Service Programs of comparable scope and complexity
• Demonstrated experience:
  
  
  
  • Managing large teams of IT professionals across distributed locations
  • Supporting operations across multiple facilities or geographic regions
  • Interfacing with senior customer and executive leadership
  • Operating within federal IT and security compliance environments
  
  
  
  

Education Requirements:

• Bachelor's degree in Business Administration, Business Management, Information Systems, Information Technology, Engineering or a related field

Certification Requirements:

• Program Management Certification from a recognized industry authority (e.g., PMI)
• Active ITIL v3 and/or ITIL 4 Foundation certification

Clearance Requirement:

• Ability to obtain a Tier 4 Public Trust (High Risk/Sensitive)

Company Description

LinTech Global is an award-winning, ISO 9001:2015 certified, business and GSA contract holder providing diversified Information Technology services to both Civilian and Defense agencies. Services include Software Development, Systems Integration, Data Management, Project Management, Operations & Maintenance, Cybersecurity, and Training and Audio/Visual (AV) Solutions. LinTech has received several recognitions, including rankings on "Top 50 Companies to Watch", Washington Technology's Annual "FAST 50", and Inc. 500's List of "Fastest Growing Private Companies". The LinTech Global team is comprised of individuals who are dedicated to the success and sustainability of our customers and their missions. Our combination of technical expertise, big business experience, and small business agility allows us to promptly provide our customers with exceptional IT and engineering solutions.

Benefits

Our robust benefits package includes Open Paid Time Off, Paid Holidays, Company-paid Life/AD&D, Company-paid Short Term and Long-Term Disability, Health Insurance with Company Contribution, 401k Plan with Company Match, Employee Recognition Program, opportunity for Employee Referral Bonus, opportunity for annual Performance Bonus and much more!

EEO Statement

LinTech Global, Inc. is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment is decided based on qualifications, merit, and business need.

All applicants will be considered for employment without attention to race, religion, color, national origin, ancestry, physical or mental disability, medical condition, pregnancy (including childbirth, lactation and related medical conditions), marital status, genetic information (including characteristics and testing), gender, sexual orientation, gender identity or expression, military and veteran status, or any other status protected under federal, state, or local law in the locations where we operate.

If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Human Resources. The Company invites any applicant and/or employee to review the Company's written Affirmative Action Plan. This plan is available for inspection upon request.

http://lintechglobal.com/wp-content/uploads/2017/09/poster_screen_reader_optimized.pdf

This role requires customer approval, suitability to hold a public trust and successful completion of a preemployment background screening.