Technical Management Support Lead

Program Overview/Nature of Work:

This program provides comprehensive end-user technology support services to the Department of Health and Human Services (HHS), encompassing service desk operations, asset management, remote and deskside support, software maintenance, and call center facility services.

The Technology Management Support Task Lead will serve as the primary point of contact for all technology management functions, overseeing the delivery of these services while working closely with the Program Manager and federal stakeholders. This role combines operational leadership with hands-on technical oversight to ensure high-quality, responsive support for HHS personnel across the enterprise.

Qualifications:

Extensive Hands-On Experience Managing End-User Support Services

- The Task Lead must have direct, practical experience leading and executing a full range of end-user IT support services, including service desk operations, deskside support, call center infrastructure, software maintenance, and asset management in a large-scale enterprise environment.

Proficiency with ServiceNow and ITSM Workflows
- The candidate must be fluent in using ServiceNow for ticketing, asset tracking, knowledge base management, and dashboard reporting, ensuring seamless service delivery aligned to ITIL practices.

Demonstrated Leadership in High-Availability, SLA-Driven Environments
- The role requires managing distributed teams and support operations across multiple sites under strict service level agreements, with a focus on reliability, responsiveness, and accountability.

ITIL Certification (v3 or v4) or Equivalent Service Management Expertise
- A strong foundation in ITIL is essential to standardize processes, drive continuous improvement, and align all service delivery activities with industry best practices and government expectations.

Strong Communication and Stakeholder Coordination Skills
- As the primary interface with government leadership, the Task Lead must be able to clearly communicate technical issues, manage expectations, and coordinate seamlessly with both federal stakeholders and internal delivery teams. 

Key Competencies:

• Leadership & Coordination: Proven ability to manage and coordinate complex programs with multiple stakeholders, ensuring that all moving parts work together toward a common goal.
• Communication: Strong verbal and written communication skills, with the ability to explain complex technical concepts to non-technical stakeholders and ensure all team members are aligned.
• Problem Solving: Ability to identify and mitigate risks, issues, and blockers that could affect project delivery, while making informed decisions that ensure the program’s success.
• Business Acumen: A deep understanding of how technology can align with and drive business objectives, especially in the context of Salesforce solutions.
• Process Improvement: Strong focus on process optimization and continuous improvement, with the ability to identify and implement improvements throughout the program lifecycle.

Transitioning military and/or Veterans with IT/IS, finance, and/or healthcare systems specialties are invited to apply. Sprezzatura is an equal opportunity employer and offers benefits including healthcare and paid vacation time.

WORK AUTHORIZATION

This role requires you to live within the United States.

Evidence of work authorization upon employment is required in compliance with the Immigration Reform and Control Act of 1986. Completion of USCIS form I-9 will be required to verify employment eligibility within 3 business days of the first day of employment.

AAP/EEO STATEMENT

Sprezzatura expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Quantum Management ’s employees to perform their job duties may result in discipline up to and including discharge.

CLEARANCE REQUIREMENT

This position may require Public Trust clearance. Candidates must undergo a background investigation, including a review of employment history, education, criminal record, and financial history. The clearance process ensures that the candidate is reliable, trustworthy, and of good conduct and character. Employment offers are contingent upon successful passing a public trust clearance process.

COMPANY DESCRIPTION

Sprezzatura Management Consulting, LLC (www.sprezzmc.com) is a Washington, DC-area Service-Disabled Veteran-Owned Small Business (SDVOSB) that enables client success by supplying insight and leadership at the intersection of people, processes, and technology.