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Digital Prospectors Enterprise Service Management - IT Manager in Lexington, Massachusetts

Enterprise Service Management - IT Manager

Lexington, MA

Job Type: Direct Hire

Recruiter: Michaella Walsh (

Phone: 617.322.0821

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Job Title: Enterprise Service Management - IT Manager

Location : Lexington, MA

Duration: Direct Hire

*Applicants must meet the eligibility requirements to obtain a Security Clearance for access to classified information. An Active Secret Clearance without incident is desired.

POST-OFFER BACKGROUND CHECK IS REQUIRED. An essential function of this job is physical attendance. Digital Prospectors is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.


Our client’s Information Services Department has nine service teams as well as a department office, a business, training, and communication office, an enterprise architecture office, and a project management office. The offices and teams collaboratively span a wide array of service areas, all supporting the Laboratory’s mission and goals. Together, we form a unified team—a trusted advisor, partner, and provider of information strategy, applications, and technology services throughout the Laboratory.

The Information Service Department (ISD) Enterprise Technology and Tools (ETT) Team is seeking an Information Technology IT Manager to build, manage and drive the key initiatives within the Enterprise Service Management Team. The Enterprise Service Management Team is comprised of personnel supporting technologies with a focus on monitoring the Laboratory’s critical IT infrastructure and delivering associated effective alerting, contributing to the understanding of the Laboratory’s compliance posture utilizing our end-point visibility tooling and providing effective and efficient management of the IT Service Management ticket lifecycle utilizing our ITSM solution. Many teams (both IT and Staff) across the Laboratory, rely on our technology and products to drive their day-to-day tasking and gain valuable insight into the functional effectiveness of enterprise wide and research tools/services alike. In this position, the successful candidate will continue to enable the Laboratory’s Staff, providing useful actionable data associated with service management and continue to build on the successes of the team by fostering a continuous improvement mindset.

Long Description

A near term goal and primary function of this position would be the immediate rollout of our new ITSM solution, ServiceNow. This position would be responsible for interfacing with the project team and our implementation partner, working collaboratively with internal and external teams to ensure a successful rollout of the ServiceNow platform. In addition, this role will participate in project governance influencing the future phases of the project to reach the end goal of a true Enterprise Service Platform for the Laboratory.

The successful candidate is a thought leader in the ESM domain, leading socialization and communication efforts of the team. You are the connection point between the technology the team offers and the consumers of our services. This position will guide the evolution of our platform’s infrastructure, bringing automation and efficiency to both existing and new use cases, as well as plan and manage the daily operations of the team.

Short Description

Primary Duties:

  • Responsible for communications and stakeholder management as it relates to the teams’ projects and product delivery

  • Participating in governance groups to contribute to the developing technical road-maps, balancing project and operational responsibilities

  • Conduct analysis and determine key performance indicators to track value and impact of initiatives

  • Work to establish the proper development / testing frameworks and supporting procedures to maximize technology adoption and proliferation within the organization

  • Certifying documentation are complete and maintained appropriately

  • When working with project stakeholders have the capability translate high-level business requirements into detailed technical deliverables

  • Maintaining market awareness for field advances and applicable project alignment

  • Create and manage the Enterprise Service Management Team

  • At times, there will also need to be hands-on in the support and maintenance of existing and/or future technology

Long Description

This position is under general supervision of the Enterprise Technology and Tools Sector Manger.

This position has Supervisory Responsibility for up to 6 Direct reports including but not limited to the following positions: ITSM Administration, Enterprise Monitoring Platform Engineering/Administration, and Central Visibility Platform Engineering/Administration.

This position does not have direct financial responsibility. However technical expertise may be required for assisting with product selection and annual product support renewals.

This position will maintain frequent contact with internal department and/or Laboratory user community as well as external vendors to maintain communications related to problem resolution, systems upgrades, services and product research


Knowledge and Skills: Required Minimum

  • Strong communication skills to include the ability to lead discussion and guide a group to smart decisions even when you are not the subject matter expert

  • Strong emotional intelligence as it relates to both self and social awareness as well as applicability to change management

  • Foster an inclusive working environment balancing both on-site and remote staff

  • An expert level knowledge of the ServiceNow platform and its associated ecosystem to providing documentation of certifications

  • Knowledge of endpoint and service monitoring technologies

  • Strong process development and process management skills

  • Intuitive sense of how technical work aligns closely with business priorities and business value

  • Exceptional problem solving and analytical skills alongside a desire to solve challenging problems

  • Ability to thrive in a dynamic environment where there can be degrees of ambiguity

  • Proven operational support experience

  • Strong knowledge of ITIL

  • Ability to obtain and maintain a government security clearance


  • 10+ years’ experience in the information technology field or technical work environment

  • 7+ years’ with hands-on demonstrated experience with ServiceNow


Ability to obtain and maintain a government security clearance.

Occasional off-hour/on-call support is necessary. A certain degree of flexibility of schedule is required as some work (planned/unplanned) must be done outside of major production hours during pre-scheduled maintenance windows.

Additional Information

This position requires an individual with excellent communication (both oral and written) and organizational skills. The individual must be able to work in a fast-paced environment, at times with minimal supervision, and execute operations, project and administrative tasks with a high degree of quality, while following existing processes and establishing new operational procedures and best practices where necessary. Additionally, the position requires the ability to work with members of other teams and staff to accomplish department and organizational goals.

Our client, one of the most prestigious Research and Development Labs in the country, is working on solutions to our nation's most complex defense and commercial related challenges. We have placed hundreds of talented engineers with this client over the years - If you are qualified - we can get you in!!!

The mission is critical and the work is as cutting-edge as it is rewarding. The teams are superbly managed groups of world class engineers from all types of interesting and diverse backgrounds - AND THEY ARE HIRING!


Founded in 1999, Digital Prospectors is an award-winning recruiting and consulting firm that specializes in placing contract, contract-to-hire and direct hire engineers into rewarding opportunities with our impressive and ever-growing client base. We believe that all people should love their jobs.

Come see why Digital Prospectors has been voted “ Best Staffing Firm to Temp For ” by Staffing Industry Analysts, " Best of Staffing " for candidate satisfaction by Inavero /, " Top Temporary Placement Firm " by Boston Business Journal, " Best Company To Work For " by Business NH magazine, " Excellence in IT and Engineering Staffing ” by TechServe Alliance, " Top IT Services Company " by Inc. Magazine, " Most Reliable Staffing Agency " in Forbes Magazine and " Top Ranked Staffing Firm " by Staffing Industry Analysts.

Phone: 603-772-2700