HAM ServiceNow Operations and Customer Experience Lead

Thank you for considering IT Concepts dba Kentro, where innovation drives opportunity and collaboration leads to success. Our dynamic community of experts is fully committed to advancing our customers' missions, fostering professional growth, and making a positive impact on our communities.

By joining our supportive community, you will find that Kentro is dedicated to your personal and professional development. Together, we can drive meaningful change, spark innovation, and achieve extraordinary milestones.

Kentro is hiring for an experienced and collaborative HAM ServiceNow Operations and Customer Experience Lead to lead a team of two Junior Analysts supporting the Department of Veterans Affair s ServiceNow Hardware Asset Management (HAM) implementation. This role is responsible for establishing and maintaining the standard operating procedures (SOPs) that govern Tier 1 case management, ensuring consistent, high-quality support to Supply Chain Management and IT stakeholders. Beyond day-to-day team oversight, this manager will serve as a key voice of the customer, synthesizing case trends, Voice of the Customer ( VoC ) survey data, and lessons learned into actionable continuous improvement recommendations in close collaboration with VA Product Owners and the Project Lead. The ideal candidate is an organized, people-centered leader who brings both operational discipline and a strategic mindset to service delivery.

Location:This position can be performed remotely within the United States and will support Eastern Time working hours.

Responsibilities

Team Leadership and Development

Leading a high-performing Tier 1 support team requires both coaching and accountability. This manager will:

• Directly supervise two subcontractors/ Junior Analysts, providing regular feedback and providing prioritization decisions .

• Foster a customer-first team culture grounded in responsiveness, accuracy, and professionalism.

• Conduct regular one-on-ones and team check-ins to monitor workload, morale, and performance against service standards.

• Identify training needs and coordinate skill development opportunities related to ServiceNow HAM, customer service, and case management best practices.

SOP Development and Case Management Standards

Establishing clear, repeatable processes is foundational to effective Tier 1 support. This manager will:

• Develop, document, and maintain comprehensive SOPs governing all aspects of Tier 1 HAM help desk operations, including ticket intake, categorization, escalation criteria, and resolution workflows.

• Ensure SOPs are communicated, understood, and consistently applied by all team members.

• Periodically review and update SOPs to reflect changes in platform functionality, stakeholder needs, or lessons learned.

• Establish and enforce documentation standards to ensure ticket records are complete, accurate , and audit-ready .

Reporting and Trend Analysis

Data-driven insight is essential to demonstrating value and identifying opportunities for improvement. This lead will:

• Design and maintain reporting standards for Tier 1 case management metrics, including ticket volume, resolution times, escalation rates, and SLA adherence.

• Regularly analyze case data responses to identify emerging trends, recurring issues, and systemic gaps in HAM platform adoption or user understanding.

• Compile and present trend reports and lessons learned to project leadership and cross-functional team members on a defined cadence.

• Collaborate with team leaders across the project to share insights and align on operational priorities.

Voice of the Customer ( VoC ) Analysis and Continuous Improvement

Stakeholder feedback is a critical input for improving service quality and platform adoption. This lead will:

• Administer, collect, and analyze pre- and post-implementation VoC surveys from Supply Chain Management and IT stakeholders.

• Synthesize VoC findings with case management trends to develop a holistic picture of the end-user experience.

• Translate combined insights into prioritized, actionable continuous improvement recommendations.

• Partner with VA Product Owners and the Project Lead to present recommendations, align on priorities, and track the implementation of improvement initiatives.

• Establish a feedback loop to measure the impact of implemented improvements and adjust priorities accordingly.

Qualifications

• Must be US Citizen or Green Card Holder.
• Must be able to obtain and maintain a Public Trust clearance.
• Bachelor's degree in computer science, business, information systems, or related field (10 years of additional relevant experience may be substituted for education).
• 8+ years of experience in IT support or help desk operations or with at least 1 years in a supervisory or team lead , or mentor capacity.
• Experience supporting IT asset management solutions.
• Hands-on experience with ServiceNow, including the HAM module.
• Demonstrated experience developing or managing SOPs for a help desk or customer support function.
• Strong analytical skills with the ability to interpret case data and survey feedback and translate findings into actionable recommendations.
• Excellent verbal and written communication skills, including experience presenting findings and recommendations to leadership and cross-functional stakeholders.
• Proven ability to build collaborative relationships across teams and work effectively with government clients and product owners.

Preferred Qualifications

• Experience working in federal or compliance-driven environments strongly preferred.
• Experience managing or leading a Tier 1 or Tier 2 IT help desk team supporting a federal client.
• Familiarity with Voice of the Customer methodologies, customer satisfaction measurement, or user experience research.
• Experience with continuous improvement frameworks such as Lean, Six Sigma, or ITIL.
• ServiceNow Certified System Administrator (CSA) or HAM certification, or willingness to obtain.
• IAITAM Certified Hardware Asset Management Professional (CHAMP) or equivalent certification.
• Experience supporting or collaborating with Supply Chain Management stakeholders in an asset management context.

Clearance Requirement:

• US Citizen or Green card holder
• Willing and able to obtain and maintain Public Trust Clearance
• Must meet updated ID requirements: https://www.gsa.gov/technology/it-contract-vehicles-and-purchasing-programs/federal-credentialing-services/get-appointment-help/bring-required-documents
  • If you do not currently meet the ID requirements outlined, you must be willing and able to update your current forms of ID in a timely manner to complete the suitability process successfully.

Benefits

The Company

We believe in generating success collaboratively, enabling long-term mission success, and building trust for the next challenge. With you as our partner, let's solve challenges, think innovatively, and maximize impact. As a valued member of our team, you have the unique opportunity to work in a diverse range of technology and business career paths, all while supporting our nation and delivering innovative technology solutions. We are a close community of experts that pride ourselves on creating an environment defined by teamwork, dedication, and excellence.

We hold three ISO certifications (27001:2013, 20000-1:2011, 9001:2015), two CMMI ML 3 ratings (DEV and SVC) and CMMC Level 2 Certification.

Industry Recognition

Growth | Inc 5000's Fastest Growing Private Companies, DC Metro List Fastest Growing; Washington Business Journal: Fastest Growing Companies, Top Performing Small Technology Companies in Greater D.C.

Culture | Northern Virginia Technology Council Tech 100 Honoree; Virginia Best Place to Work; Washington Business Journal: Best Places to Work, Corporate Diversity Index Winner - Mid-Size Companies, Companies Owned by People of Color; Department of Labor's HireVets for our work helping veterans transition; SECAF Award of Excellence finalist; Victory Military Friendly Brand; Virginia Values Veterans (V3); Cystic Fibrosis Foundation Corporate Breath Award

Benefits

We offer competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401k including an employer match, discount perks, rewards, and more. We invest in our employees - Every employee is eligible for education reimbursement for certifications, degrees, or professional development. Reimbursement amounts may fluctuate due to IRS limitations. We want you to grow as an expert and a leader and offer flexibility for you to take a course, complete a certification, or other professional growth and networking. We are committed to supporting your curiosity and sustaining a culture that prioritizes commitment to continuous professional development.

We work hard; we play hard. Kentro is committed to incorporating fun into every day. We dedicate funds for activities - virtual and in-person - e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations. In alignment with our commitment to our communities, we also host and attend charity galas/events. We believe in appreciating your commitment and building a positive workspace for you to be creative, innovative, and happy.

Commitment Equal Opportunity Employment & VEVRAA

Kentro is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state or local law.

Kentro is strongly committed to compliance with VEVRAA and other applicable federal, state, and local laws governing equal employment opportunity. We have developed comprehensive policies and procedures to ensure our hiring practices align with these requirements.

As part of our VEVRAA compliance efforts, Kentro has established an equal opportunity plan outlining our commitment to recruiting, hiring, and advancing protected veterans. This plan is regularly reviewed and updated to ensure its effectiveness.

We encourage protected veterans to self-identify during the application process. This information is strictly confidential and will only be used for reporting and compliance purposes as required by law. Providing this information is voluntary and will not impact your employment eligibility.

Our commitment to equal employment opportunity extends beyond legal compliance. We are dedicated to fostering an inclusive workplace where all employees, including protected veterans, are treated with dignity, respect, and fairness.

How to Apply

To apply to Kentro Positions- Please click on the job link and then click the blue "Apply" button at the top right of Job Description. Please upload your resume and complete all the application steps. You must fully submit the application for Kentro to consider you for a position. If you need alternative application methods, please email careers@kentro.us and request assistance.

Accommodations

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. If you need to discuss reasonable accommodations, please email careers@kentro.us .