Open to opportunities

Will Jolley

@willjolley

Message

IT Service Manager with 20+ years optimizing ITSM, service desks, and federal operations.

United States

Message

What I'm looking for

I seek roles managing IT service delivery within federal or secure environments, driving ITIL-based process improvements, SLA excellence, and cross-functional collaboration.

I am an experienced IT Service Manager with over 20 years leading IT operations, service desk functions, and IT service management in DHS and DoD environments. I have a strong record implementing ITIL-aligned processes, improving SLA performance, and managing enterprise-level incident and problem resolution.

I have supported large-scale voice and data environments, coordinated incident response with tools like ServiceNow and Verizon ETMS, and led teams through transitions, relocations, and security-focused operations. I hold an active Public Trust clearance and bring proven collaboration with federal stakeholders to optimize service delivery and mission success.

Experience

Work history, roles, and key accomplishments

Special Applications Support Engineer

KForce (Verizon Contract)

Jan 2015 - Jun 2025 (10 years 5 months)

Supported 11 nationwide DHS/USCIS call centers for Cisco VOIP, Salesforce, Verint and Genesys, coordinating incident response in ServiceNow and reducing downtime to improve operational availability. Partnered with external teams to resolve escalations and enhance cross-division system knowledge.

VoIP ServiceNow Salesforce Genesys Incident Management Root Cause Analysis Telecommunications

Project Manager – ITSM Transition

CSC (Freddie Mac)

Sep 2014 - Dec 2014 (3 months)

Oversaw transition of ITSM platforms and infrastructure from government-managed to contractor-managed environments, tracking milestones with MS Project to ensure minimal service impact. Ensured performance metrics met SLA requirements throughout cutover.

ITSM Transition Management Change Control SLA Program Management

IT Service Desk Manager

Ace Solutions (Defense Security Service)

Nov 2008 - Sep 2014 (5 years 10 months)

Managed a 27-member service desk supporting 1,500 users and cut daily backlog from 400+ to under 40 tickets by instituting CIO-level operations reviews and unified SLA accountability. Directed relocation logistics under BRAC with minimal downtime.

Service Desk Management SLA ITIL Ticketing Systems Team Leadership Change Management

IT Service Desk Manager

ResolvIT (Office of the Secretary of Defense)

Feb 2004 - Aug 2008 (4 years 6 months)

Scaled help desk from 2 to 10 staff to support 3,500 users across multi-level secure networks, maintaining continuity during Pentagon renovations and relocations. Implemented processes to support expanded user base and secure operations.

Help Desk Scaling User Support Network Security Staff Development ITIL

IT Data Security Analyst

GDIT (National Reconnaissance Office)

Mar 2001 - Feb 2004 (2 years 11 months)

Evaluated IT product compliance and recommended secure deployment solutions aligned with federal standards, contributing to CONOPS and security documentation for classified operations. Supported accreditation and secure implementation activities.

IT Security & Compliance Security Documents Risk Assessment Secure Implementation

Cryptologic Technician Maintenance

United States Navy

Jan 1989 - Mar 2001 (12 years 2 months)

Led IT, logistics, and sensitive equipment operations across multiple global installations, managing $9M in assets and training multi-shift technical teams to provide 24/7 communications support and rapid repairs of critical networks.

Logistics Management Asset Management Technical Training