Lead ITSM/ITIL Consultant - SME

Location: Hybrid – primarily remote, with occasional on-site presence at the customer's facilities in Washington, DC as required.

Position Summary

PBG is seeking an experienced Lead IT Service Management (ITSM)/Information Technology Infrastructure Library (ITIL) Consultant to serve as the subject matter expert (SME) guiding our customer through the transformation of its IT Service Desk into a unified, Service Level Agreement (SLA)-driven service delivered by a Managed Service Provider (MSP).

This key position leads the assessment of current Service Desk operations, benchmarks them against ITIL/ITSM best practices, and designs the future-state operating model, including support tiers, escalation paths, and SLA and Operational Level Agreement (OLA) frameworks. The Lead ITSM/ITIL Consultant facilitates workshops with Service Desk staff, specialized IT teams, and business stakeholders, and identifies opportunities to expand Level 1 (L1) and Level 2 (L2) resolution capability.

Key Responsibilities

• Lead the current state assessment of Customer Service Desk operations, including at least 20 hours of observation across all shifts (day, evening, and weekend, if applicable) and documentation of workflows from ticket creation through resolution.
• Plan and conduct 30–40 stakeholder interviews with Service Desk agents and supervisors, IT support teams (including division-embedded IT), end users, and IT leadership, and synthesize findings into the Current State Assessment Report, Stakeholder Interview Summary Report, and 15–20 detailed process maps.
• Benchmark the Customer's current state against ITIL/ITSM best practices and Help Desk Institute (HDI) and Gartner benchmarks and assess maturity using industry frameworks such as the ITIL Maturity Model.
• Identify capability gaps across technical, tooling, process, security, and organizational categories, and develop a prioritized remediation roadmap.
• Categorize 50–75 common incident and request types by support tier (L1, L2, and Level 3 (L3)) with scope boundaries and handoff criteria and refine them into a final Service Catalog of 75–100 items by tier and delivery channel.
• Develop preliminary and final SLA frameworks, including P1–P4 priority definitions, response, resolution, and request fulfillment targets, exclusions, and calculation methodology, along with 5–8 OLAs between the Service Desk and specialized IT teams and a customer-facing SLA guide.
• Define success metrics and key performance indicators (KPIs), including L1 resolution rate, response and resolution times, user satisfaction, and SLA compliance.
• Design the future-state Service Desk operating model, including support tier definitions, escalation decision trees and routing logic for 20 or more common scenarios, staffing and shift coverage models, on-call and after-hours support, organizational design recommendations, and a quality management framework.
• Analyze escalation patterns to identify 30–50 shift-left opportunities and an implementation roadmap and design a 40–60 hour L1/L2 agent training curriculum.
• Contribute ITSM expertise to vendor-neutral MSP market research, including service delivery and pricing model analysis, and to the MSP Technical Requirements Package.
• Facilitate workshops with Customer stakeholders and direct the work of non-key personnel assigned to assessment and design activities.

Minimum Qualifications

• Ten (10) years of IT Service Management experience.
• Five (5) years designing and implementing Service Desk transformations.
• Expert knowledge of ITIL/ITSM frameworks and best practices.
• Experience developing SLA/OLA frameworks.
• Experience with MSP operating model design.
• Experience with current state assessments and gap analysis.
• Strong facilitation and workshop delivery skills.
• ITIL v4 Expert or ITIL Master certification.
• U.S. Citizenship.