Service Management Asset Management Lead. This is an exempt position in support of a customer in Linthicum, MD.
Active Secret Clearance RequiredResponsibilities: - Lead and coordinate enterprise IT service management activities, including incident management, service request fulfillment, problem management, change management, and service delivery processes to ensure reliable, responsive, and efficient IT support across operational environments.
- Provide technical leadership and oversight of enterprise service desk operations, including Tier 0, Tier 1, and Tier 2 support, ticket management, issue escalation, service request tracking, and resolution activities supporting personnel across designated locations.
- Manage and maintain accountability of Government IT assets throughout their lifecycle, including acquisition coordination, receiving, inventory, assignment, deployment, maintenance, transfer, refresh, and authorized disposal in accordance with Government property management requirements.
- Establish and maintain accurate hardware, software, and enterprise IT asset inventories, configuration records, and associated documentation to support asset visibility, configuration control, operational readiness, and compliance with Government-approved asset management procedures.
- Develop, monitor, and report service management performance metrics, including ticket volumes, incident response times, resolution rates, service availability, asset utilization, and operational trends to identify deficiencies and recommend improvements.
- Coordinate with Government stakeholders, program management, technical teams, and vendors to support IT equipment requirements, procurement planning, software licensing, technology refresh activities, and resource allocation consistent with approved acquisition and budgetary processes.
- Coordinate enterprise change management, configuration control, system maintenance, and technology deployment activities to minimize service disruptions, maintain configuration integrity, and ensure alignment with approved technical standards and operational requirements.
- Collaborate with network administrators, cloud engineers, cybersecurity personnel, and technical support teams to resolve service delivery issues, maintain enterprise infrastructure availability, and support operational continuity across classified and unclassified environments.
- Develop and maintain IT service management procedures, asset accountability records, inventory reports, service desk documentation, standard operating procedures, and audit-support artifacts while ensuring adherence to applicable DoD policies and contractual requirements.
- Identify opportunities to improve service desk efficiency, asset tracking, workflow automation, customer satisfaction, and enterprise IT operations while providing technical guidance, coordinating stakeholder communications, and supporting Government-directed modernization initiatives.
Desired Years of Experience/ Education:- Active Secret clearance w/TS/SCI eligibility
- Bachelor's degree in a business field
- 5+ years of experience
- ITIL 4 Foundation or higher is recommended; relevant IT asset management, configuration management, and IT service management certifications are advantageous
