Angelica Castillo

About Angelica Castillo

I started my career on the front lines of IT; troubleshooting systems, supporting users, and learning firsthand how technology impacts people’s ability to do their jobs.Over the years, that experience grew into leadership opportunities that eventually led me to my current role as an IT Service Management Director supporting enterprise operations within a Department of Energy environment.Today I lead an IT service organization of more than 46 professionals supporting approximately 4,600 users and devices across secure networks. My teams deliver critical services including service desk operations, field support, communications systems, video teleconferencing, mobile device management, and enterprise IT service management practices.Because I started my career in the technical trenches, I believe strongly that effective leaders understand the work their teams perform. One of my core leadership beliefs is simple:You manage things. You lead people.My focus as a leader is building strong teams, developing future leaders, and strengthening how technology organizations deliver services to the people who depend on them. Many IT organizations are incredibly capable technically, but the real opportunity comes from aligning operations with the experience of the end user.Outside of my professional role, I am also passionate about community impact and leadership development. I am actively involved in building the Castillo Crusaders, a nonprofit initiative inspired by my late sister Victoria’s legacy. Through this work, we focus on supporting students and athletes, helping remove financial barriers to participation, and providing resources to families in need. This work has reinforced one of the most important leadership lessons I’ve learned: leadership is about service. Whether building strong IT organizations or strengthening communities, the goal is the same, to create environments where people are supported, empowered, and able to succeed.I’m passionate about developing leaders, improving how organizations operate, and ensuring technology serves as an enabler of mission success.

Experience

1. IT Service Management Director

   Pantex Plant

   Dec 2023 — Present

   Lead enterprise IT service delivery organization supporting mission-critical Department of Energy operations serving approximately 4,500 users and devices across secure networks.• Direct and develop an IT service organization of 50+ personnel across Service Desk, Field Support, AV/VTC, COMSEC, telecommunications, mobile device services, accounts management, and ITSM leadership.• Oversee enterprise ITIL service management practices including incident, problem, change, knowledge and service catalog management through the ServiceNow platform.• Translate executive mandates into operational strategies that strengthen service coordination, operational efficiency, and organizational alignment.• Leverage operational analytics and customer feedback to drive continuous service improvement and strengthen enterprise customer experience.• Develop future leaders through mentoring, training, and performance development programs.• Partner with senior leadership to identify technology gaps, capacity needs, and long‑term service delivery improvements.

Education

• West Texas A&M University

  Master of Business Administration (M.B.A.), Business/Commerce, General

  2008 — 2010

• West Texas A&M University

  Bachelor of Business Administration (B.B.A.), Computer Information Systems

  2004 — 2008

• Western Governors University

  Master of Business Administration - MBA, Information Technology Management

  2018 — 2019

• Sundown High School

  High School Diploma

  2000 — 2004