IT Service Manager – Infrastructure Management Services

Company Description

Join us and make YOUR mark on the World!

Are you interested in joining some of the brightest talent in the world to strengthen the United States’ security? Come join Lawrence Livermore National Laboratory (LLNL) where our employees apply their expertise to create solutions for BIG ideas that make our world a better place.

We are committed to a diverse and equitable workforce with an inclusive culture that values and celebrates the diversity of our people, talents, ideas, experiences, and perspectives. This is essential to innovation and creativity for continued success of the Laboratory’s mission.

Pay Range

$147,360    $189,264 - Annually for TSL.3  level
$176,850    $227,124 - Annually for TSL.4   level

Please note that the pay range information is a general guideline only. Many factors are taken into consideration when setting starting pay including education, experience, the external labor market, and internal equity.

Job Description

We have an opening for an IT Service Manager within the Systems and Networking Technology Program (SNT). You will coordinate work execution and partner with SNT staff, management, and programmatic customers to facilitate service delivery, and help drive operational process improvement across the SNT Program area. While the key focus of this position will be to drive operational efficiencies and service management initiatives, this role may also include fulfilling leadership and administrative management duties to Computing staff matrixed to the Livermore IT Program. This position is in the Enterprise Infrastructure Services Division (EIS) within the Computing Directorate, in support of LivIT.

This position will be filled at either the TSL.3 or TSL.4 level based on knowledge and related experience as assessed by the hiring team. Additional job responsibilities (outlined below) will be assigned if hired at the higher level.

In this role you will

• Develop and lead overarching project, process, and communication strategies to enhance and improve service delivery by collaborating with the SNT program leadership and external stakeholders.
• Facilitate the adoption of agile project management principles across the program area and play the role of Scrum Master and Change Manager for larger project efforts.
• Identify, track, and report upon key metrics and performance measurements to help inform and improve the overall operation and service delivery of the program.
• Be responsible for the development and maintenance of our internal knowledge base to help educate internal team members and external customers on common questions, policies, and procedures.
• Develop, establish, and sustain IT asset management strategies for the program area that include physical and logical asset tracking and management leveraging CMDB, IPAM, and other asset classification technology required to facilitate accounting, automation, orchestration, monitoring, and general configuration management.
• Provide leadership, guidance, mentoring, and supervision for a team of 8 or more staff and team lead(s) assigned to the group in support of internal and external customers and program-specific services.
• Oversee team workforce planning, recruiting, hiring, ranking, career, and skill development; write performance evaluations, and participate in strategic planning.
• Collaborate with SNT colleagues and programmatic management on project efforts that span organizational boundaries to facilitate the completion of project objectives.
• Perform other duties as assigned.

Additional job responsibilities at the TSL.4 Level

• Provide solutions that require in-depth analysis of multiple factors, customer needs, industry standards, security/compliance requirements and the creative use of established methods, including attracting and retaining projects, programs, and funding using your technical expertise.
• Direct technical tasks and projects and/or set broad project vision and strategy; influence technical direction for self and/or others while serving as a technical/project leader on large projects including mentoring personnel and actively recruiting and contributing to the development of innovative principles and ideas.
• Serve on internal/external committees often representing the organization as the primary contact where your knowledge advancements could have impact beyond the Laboratory.

Qualifications

• Ability to obtain and maintain a US DOE Q-level security clearance which requires U.S. Citizenship.
• Bachelor’s degree in Computer Science, Information Technology, or related field or the equivalent combination of education and significant related experience.
• Significant, applied agile project management experience with at least one agile project management, ITIL, or PMP certification or equivalent demonstratable coursework.
• Strong analytical, planning, time management, problem-solving, negotiation, organizational, and staff management skills.
• Significant experience leveraging ticketing and knowledge management systems, user surveys, and analytical reporting tools to improve operational efficiency.
• Significant experience in facilitating the development of enterprise service monitoring, alerting, and support escalation processes and procedures.
• Significant experience and knowledge of Enterprise IT service delivery and customer service to large and diverse enterprise organizations.
• Experience leading and managing a team of service or technical staff, including training, coaching, and performance management.
• Advanced verbal and written communication and collaboration skills necessary to present, explain, and provide advice to management, and expertise in developing formal correspondence, reports, proposals, and performance appraisals.

Additional Qualifications at the TSL.4 Level

• Expert Agile, ITL, and/or PMP experience with demonstrated ability to lead the implementation and service management of cross-discipline technology solutions in a creative and innovative fashion.
• Expert level communication, facilitation, and collaboration skills necessary to effectively present, explain, and advise senior management and/or external sponsors.
• Expert level experience in leveraging ticketing and knowledge management systems, user surveys, and analytical reporting tools to improve operational efficiency.

Additional Information

Why Lawrence Livermore National Laboratory?

• Included in 2022 Best Places to Work by Glassdoor!
• Work for a premier innovative national Laboratory
• Comprehensive Benefits Package
• Flexible schedules (*depending on project needs)
• Collaborative, creative, inclusive, and fun team environment

Learn more about our company, selection process, position types and security clearances by visiting our Career site. 

Pre-Employment Drug Test

External applicant(s) selected for this position will be required to pass a post-offer, pre-employment drug test. This includes testing for use of marijuana as Federal Law applies to us as a Federal Contractor.

Security Clearance 

This position requires a Department of Energy (DOE) Q-level clearance.  If you are selected, we will initiate a Federal background investigation to determine if you meet eligibility requirements for access to classified information or matter. In addition, all L or Q cleared employees are subject to random drug testing.  Q-level clearance requires U.S. citizenship.  For additional information, please see DOE Order 472.2. 

Equal Employment Opportunity

LLNL is an affirmative action and equal opportunity employer that values and hires a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, marital status, national origin, ancestry, sex, sexual orientation, gender identity, disability, medical condition, pregnancy, protected veteran status, age, citizenship, or any other characteristic protected by applicable laws.

If you need assistance and/or a reasonable accommodation during the application or the recruiting process, please submit a request via our online form. 

California Privacy Notice

The California Consumer Privacy Act (CCPA) grants privacy rights to all California residents. The law also entitles job applicants, employees, and non-employee workers to be notified of what personal information LLNL collects and for what purpose. The Employee Privacy Notice can be accessed here.

Position Information

This is a Career Indefinite position, open to Lab employees and external candidates.

Why Lawrence Livermore National Laboratory?

• Flexible Benefits Package
• 401(k)
• Relocation Assistance
• Education Reimbursement Program
• Flexible schedules (*depending on project needs)
• Inclusion, Diversity, Equity and Accountability (IDEA) - visit https://www.llnl.gov/diversity
• Our core beliefs - visit https://www.llnl.gov/diversity/our-values 
• Employee engagement - visit https://www.llnl.gov/diversity/employee-engagement

Security Clearance

This position requires a Department of Energy (DOE) Q-level clearance.  If you are selected, we will initiate a Federal background investigation to determine if you meet eligibility requirements for access to classified information or matter. Also, all L or Q cleared employees are subject to random drug testing.  Q-level clearance requires U.S. citizenship. 

Pre-Employment Drug Test

External applicant(s) selected for this position must pass a post-offer, pre-employment drug test. This includes testing for use of marijuana as Federal Law applies to us as a Federal Contractor.

How to identify fake job advertisements

Please be aware of recruitment scams where people or entities are misusing the name of Lawrence Livermore National Laboratory (LLNL) to post fake job advertisements. LLNL never extends an offer without a personal interview and will never charge a fee for joining our company. All current job openings are displayed on the Career Page under “Find Your Job” of our website. If you have encountered a job posting or have been approached with a job offer that you suspect may be fraudulent, we strongly recommend you do not respond.

To learn more about recruitment scams: https://www.llnl.gov/sites/www/files/2023-05/LLNL-Job-Fraud-Statement-Updated-4.26.23.pdf

Equal Employment Opportunity

We are an equal opportunity employer that is committed to providing all with a work environment free of discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race, color, religion, marital status, national origin, ancestry, sex, sexual orientation, gender identity, disability, medical condition, pregnancy, protected veteran status, age, citizenship, or any other characteristic protected by applicable laws.

We invite you to review the Equal Employment Opportunity posters which include EEO is the Law and Pay Transparency Nondiscrimination Provision.

Reasonable Accommodation

Our goal is to create an accessible and inclusive experience for all candidates applying and interviewing at the Laboratory.  If you need a reasonable accommodation during the application or the recruiting process, please use our online form to submit a request. 

California Privacy Notice

The California Consumer Privacy Act (CCPA) grants privacy rights to all California residents. The law also entitles job applicants, employees, and non-employee workers to be notified of what personal information LLNL collects and for what purpose. The Employee Privacy Notice can be accessed here.