Additionally: Provide overall leadership, direction, and day-to-day management for the ITSS contract across all task areas (Transition, VCS, SD Tier I, ITFO Tier II CONUS/OCONUS, Infrastructure Deployment, Financial/Travel Tier II, Hardware Support, AI Ops, Surge, Transition Out, Contractor Training) in alignment with the customer’s OCIO mission and priorities. Monitor all performance goals and service level objectives (e.g., incident response and resolution times, SD answer rates, customer satisfaction, staffing levels, vacancy rate) and ensure processes and resources are in place to consistently meet or exceed metrics defined in the PWS and Service Level Register.