IT Service Management Lead at Computer World Services (CWS)Corporation in Durham, North Carolina

Job Description:

Job Description

Computer World Services Corp (CWS) is seeking an experienced IT Service Management Lead to oversee and manage a wide range of IT service management functions. The ideal candidate will be responsible for managing IT service operations, ensuring high-quality support, and aligning IT services with the strategic objectives of the organization. This role requires a blend of technical expertise, leadership skills, and a customer-focused mindset to deliver reliable IT services across the enterprise.

Key Tasks and Responsibilities

Service Management Functions:

• Oversee IT service management processes, including incident, problem, event, request fulfillment, and change management.


• Manage knowledge management systems to ensure accurate and accessible documentation for support teams.


• Ensure efficient configuration and asset management for hardware and software resources.


• Ensure compliance with IT policies, standards, and best practices.

Performance Monitoring and Improvement:

• Establish and Maintain service level agreements (SLAs) and performance metrics to ensure accountability and quality.


• Analyze service performance data to identify trends and drive continuous improvement initiatives.


• Coordinate testing and release processes to ensure seamless deployment of new applications or updates.


• Team Leadership and Collaboration:


• Lead, mentor, and manage the ITSM support team, fostering a culture of excellence and accountability.


• Collaborate with cross-functional teams to address service requirements and challenges.

Operational Excellence:

• Oversee corrective and preventative maintenance to reduce downtime and optimize system performance.


• Conduct root cause analyses to prevent recurring issues.


• Ensure IT disaster recovery and continuity management processes are in place to mitigate risks.


• Implement and manage ITIL-based service management frameworks.

Continuous Improvement:

• Identify opportunities for process improvements and automation to enhance service efficiency.


• Stay updated on industry trends and emerging technologies to recommend innovations.


• Act as the primary point of contact for escalations and ensure stakeholder satisfaction.

Education & Experience

Qualifications and Skills

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).


• Proven experience (5+ years) in IT service management or similar roles.


• Strong understanding of ITIL frameworks and certifications (ITIL v4 preferred).


• Familiarity with IT service management tools such as ServiceNow or Jira.


• Strong understanding of key IT service areas, including service level management, asset management, change management.


• Expertise in managing SLAs and measuring performance metrics.


• Excellent problem-solving skills and ability to manage high-pressure situations.


• Strong leadership and communication skills to engage stakeholders effectively.

Certifications

• ITIL certification v4 preferred.

Security Clearance

• Ability to obtain Public Trust clearance.

Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)

• Potential hybrid work available for this position.

Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations.

Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Aaron McClellan in Human Resources at