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Problem Manager Jobs in Colorado Springs, CO (NOW HIRING)

Saic

Service Management Office Lead

Colorado Springs, CO · On-site

$120 - $160/hr

This role focuses on optimizing and aligning Problem Management, Incident Management, Knowledge Management, Service Request Management, and Change Management practices to ITIL best practices ...

Thrive Health Systems

Sales Manager

Colorado Springs, CO · On-site

$80K - $120K/yr

Sales Management * Sales Recruiting * Sales Training * Sales Coaching * Sales Planning * Google ... Address the root problem, and the symptom (which is usually pain or discomfort) takes care of ...

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Problem Manager information

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$27.6K

$60.5K

$113.8K

How much do problem manager jobs pay per year?

As of Sep 2, 2026, the average yearly pay for problem manager in Colorado Springs, CO is $60,534.00, according to ZipRecruiter salary data. Most workers in this role earn between $33,000.00 and $82,800.00 per year, depending on experience, location, and employer.

What does a problem manager do?

A Problem Manager is responsible for identifying, analyzing, and resolving recurring IT issues to prevent future incidents. They work closely with technical teams to find root causes, implement solutions, and improve overall service reliability. Their goal is to minimize business disruptions by proactively managing problems and ensuring permanent fixes.

What are the key skills and qualifications needed to thrive as a problem manager, and why are they important?

To thrive as a Problem Manager, you need expertise in IT service management, strong analytical abilities, and troubleshooting skills, often supported by a degree in information technology or a related field. Familiarity with ITIL frameworks, incident management systems (like ServiceNow or Remedy), and relevant certifications such as ITIL Foundation or Problem Management Certification are highly valuable. Excellent communication, stakeholder management, and critical thinking skills help you proactively resolve complex issues and coordinate across departments. These skills ensure the effective identification, tracking, and permanent resolution of system problems, minimizing business impact and improving organizational stability.

What are the primary challenges a problem manager faces in their day-to-day work?

Problem Managers often contend with balancing multiple high-priority incidents while ensuring root cause analysis is thorough and documented. They must navigate between different technical teams and stakeholders to drive consensus and implement long-term solutions, which can be challenging under tight deadlines. Rapidly changing IT environments and evolving business needs require continual learning and adaptability. However, successfully overcoming these challenges leads to improved service reliability, increased job satisfaction, and valuable visibility within the organization.

How much do problem managers make?

Problem managers typically earn between $70,000 and $120,000 annually, depending on experience, industry, and location. Senior or specialized problem managers with certifications like ITIL may earn higher salaries, especially in large organizations or tech-focused environments.

Is problem management a good career?

Problem management is a valuable role within IT service management, focusing on identifying and resolving root causes of incidents to improve system stability. It requires strong analytical skills, knowledge of ITIL frameworks, and often involves collaboration with technical teams. The role offers opportunities for career growth and specialization in IT service improvement.

What is the role of a problem manager?

A problem manager is responsible for identifying, analyzing, and resolving the root causes of incidents to prevent future issues. They work closely with IT teams, utilize problem management tools, and often hold certifications like ITIL to improve service stability and reduce downtime.

What are popular job titles related to Problem Manager jobs in Colorado Springs, CO?

For Problem Manager jobs in Colorado Springs, CO, the most frequently searched job titles are:

What job categories do people searching Problem Manager jobs in Colorado Springs, CO look for?

The top searched job categories for Problem Manager jobs in Colorado Springs, CO are:

What cities near Colorado Springs, CO are hiring for Problem Manager jobs?

Cities near Colorado Springs, CO with the most Problem Manager job openings:

Problem Manager jobs near you
Infographic showing various Problem Manager job openings in Colorado Springs, CO as of August 2026, with employment types broken down into 85% Full Time, 13% Part Time, 1% Temporary, and 1% Contract. Highlights an 79% Physical, 2% Hybrid, and 19% Remote job distribution, with an average salary of $54,670 per year, or $26.3 per hour.

Service Management Office Lead

SAIC

Colorado Springs, CO • On-site

Other

Posted 5 days ago

SAIC rating

7.8

Company rating: 7.8 out of 10

Based on 80 frontline employees who took The Breakroom Quiz

88th of 226 rated it services

Job description

Job ID: 2616197
Location: Colorado Springs, CO, US
Date Posted: 2026-08-27
Category: Information Technology
Subcategory: Bus Proc Analyst
Schedule: Full-Time
Shift: Day Job
Travel: No
Minimum Clearance Required: Secret
Clearance Level Must Be Able to Obtain: TS/SCI
Potential for Remote Work: ORA_ON_SITE
Description
SAIC is seeking a Service Management Office (SMO) Lead onsite in Colorado Springs. ? You will oversee and ensure the successful delivery of IT Service Management (ITSM) processes for a large-scale Enterprise IT service contract. This role focuses on optimizing and aligning Problem Management, Incident Management, Knowledge Management, Service Request Management, and Change Management practices to ITIL best practices, contractual obligations, and customer satisfaction goals. The SMO Lead will serve as the central point of coordination for service improvement initiatives, process governance, and collaboration across various functional and technical teams to achieve operational excellence. You will directly oversee the dedicated leads for Incident Management, Service Request Management, Problem Management, Knowledge Management, and Change Management, ensuring cohesive execution, accountability, and alignment across all service management disciplines.
Responsibilities
Comprehensive Oversight of ITIL Processes
  • Provide end-to-end leadership and governance for Problem Management, Incident Management, Knowledge Management, Service Request Management, and Change Management processes.
  • Ensure alignment of all processes with ITIL/IT Service Management (ITSM) best practices, organizational goals, and contractual Service Level Agreements (SLAs).
  • Serve as the primary contact for governance review, audits, and process-related escalations.

Oversight of Functional Area Leads
The SMO Lead directly oversees the leads responsible for the following functional areas (Sections 3-6), ensuring each lead is held accountable for their respective process performance, SLA compliance, team execution, and continual improvement efforts. The SMO Lead will:
  • Provide strategic direction and day-to-day guidance to the Incident Management, Service Request Management, Problem Management, Knowledge Management, and Change Management Leads.
  • Ensure all leads are aligned with enterprise goals, contractual obligations, and ITIL best practices.
  • Facilitate cross-functional coordination among leads to address dependencies, shared challenges, and integrated process improvements.
  • Escalate and resolve issues that exceed the authority or scope of individual leads.

Problem Management
  • Lead root cause analysis (RCA) efforts to resolve recurring issues and prevent incident reoccurrence.
  • Coordinate across teams to identify trends, determine problem resolutions, and present clear problem status to stakeholders.
  • Facilitate proactive problem management by identifying potential issues before impact arises.

Incident Management
  • Drive efficient and consistent incident resolution processes to minimize service disruptions and impact to users.
  • Monitor system alerts and incident metrics to ensure incidents are categorized, prioritized, and resolved within defined SLAs.
  • Collaborate with service delivery teams to ensure the accuracy of incident triage, escalation processes, and customer communications.

Knowledge Management
  • Develop and enforce knowledge-sharing governance to ensure the consistent documentation of operational processes, known errors, workarounds, and service-related FAQs.
  • Implement and maintain an effective Knowledge Management System (KMS) to facilitate enhanced resolution times and customer self-service.
  • Promote a "knowledge-centered support" culture by fostering continual improvement of the knowledge repository and encouraging its use across all teams.

Service Request Management
  • Oversee the end-to-end lifecycle of service requests, ensuring timely fulfillment in accordance with defined SLAs and customer expectations.
  • Ensure service request workflows are clearly defined, consistently followed, and continuously refined to improve efficiency and user satisfaction.
  • Monitor service request volumes, trends, and fulfillment metrics to identify bottlenecks, resource constraints, or process gaps requiring corrective action.
  • Collaborate with technical and service delivery teams to ensure service catalog accuracy, request categorization, and appropriate fulfillment routing.
  • Ensure customer communications throughout the service request lifecycle are timely, accurate, and professional.

Change Management
  • Chair Change Advisory Board (CAB) meetings and oversee the review, approval, and deployment of all changes to production environments.
  • Define and enforce risk assessment criteria, rollback strategies, and change validation methods.
  • Reduce unplanned outages resulting from changes by ensuring thorough planning, testing, and risk mitigation strategies.

Process Monitoring, Reporting, and Continuous Improvement
The SMO Lead is responsible for ensuring that all functional area leads actively participate in and contribute to process monitoring, reporting, and continuous improvement efforts. Specific responsibilities include:
  • Develop and maintain key performance indicators (KPIs), metrics, and reports for evaluating the effectiveness and efficiency of all ITSM processes - including Incident, Service Request, Problem, Knowledge, and Change Management - leveraging ServiceNow or other ITSM tools.
  • Direct each functional lead to maintain accurate, up-to-date reporting on their respective process areas and present findings during regular SMO performance reviews.
  • Ensure all ITSM tools are configured, integrated, and optimized for accurate reporting, automation, and cross-process visibility.
  • Hold functional leads accountable for meeting KPI targets and driving measurable improvements within their respective areas.

Team Leadership and Stakeholder Engagement
The SMO Lead is responsible for fostering a high-performing, collaborative SMO team and maintaining strong relationships across the enterprise. Specific responsibilities include:
  • Build, mentor, and lead the SMO team - including all functional area leads - to drive collaborative efforts in implementing process improvements and achieving service excellence.
  • Establish clear expectations, performance goals, and development plans for each lead and team member within the SMO.
  • Partner with service delivery managers, technical teams, and other stakeholders to align ITSM processes with the enterprise business strategy and operational priorities.
  • Serve as the primary SMO representative in executive briefings, customer reviews, and cross-functional governance forums.
  • Maintain strong relationships with customers and vendors, ensuring expectations are met or exceeded through effective communication, transparency, and collaboration.
  • Champion a culture of accountability, continuous improvement, and customer-focused service delivery across the entire SMO team.

Qualifications
?TYPICAL EDUCATION AND EXPERIENCE: Bachelors in Information Technology, Business Administration, or a related field required and five (5) years or more experience; Masters and three (3) years or more experience a plus; PhD and 0 years related experience.
Education and Experience
  • 8+ years of relevant experience in IT service management, with at least 5 years in a leadership or management role.
  • Proven experience overseeing and managing ITSM processes, specifically Problem, Incident, Knowledge, Service Request, and Change Management.
  • Hands-on experience with ServiceNow or other ITSM tools for workflow automation, reporting, and process integration.
  • Requires TS/SCI; Active Secret is acceptable to start with required upgrade. Preference given to candidates with an active TS/SCI.

Certifications
  • ITIL 4 Foundation Certification (required). Intermediate or Advanced ITIL Certifications (Problem, Incident, Knowledge, Service Request, and Change preferred).
  • PMP (Project Management Professional) or equivalent certification (optional but preferred).

Skills
  • In-depth knowledge of ITIL/ITSM frameworks and industry best practices.
  • Strong analytical and problem-solving skills, particularly in managing complex IT environments.
  • Excellent communication and interpersonal skills, including the ability to articulate technical concepts to non-technical stakeholders.
  • Ability to manage competing priorities in fast-paced environments while driving results.
  • Ability to lead, mentor, and provide strategic direction for the Incident, Problem, Service Request, and Change Management teams and their efforts, ensuring alignment with ITIL best practices

Target salary range: $120,001 - $160,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
SAIC is a premier technology integrator providing full life cycle services and solutions in the technical, engineering, intelligence, and enterprise information technology markets. SAIC is Redefining Ingenuity through its deep customer and domain knowledge to enable the delivery of systems engineering and integration offerings for large, complex projects. SAIC's approximately 15,000 employees are driven by integrity and mission focus to serve customers in the U.S. federal government. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $4.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see .

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