Wil Garay
Global IT & Service Leader | C-Suite Support |PMP/ITIL 4/CCNA/ Security+| AWS Cloud/Architect/AI
- Role
- Information Technology Program Manager at USPS OIG
- Location
- Fairfax, VA, US
- LinkedIn followers
- 500 followers
About Wil Garay
Strategic, hands-on IT Leader with 18+ years of experience leading global IT operations, infrastructure modernization, service delivery, and cybersecurity programs across 22 countries. Proven ability to build, mentor, and scale high-performing technical teams spanning Service Desk, Systems Engineering, Network Engineering, and Security. Deep expertise in Agile/DevOps delivery, ITIL/ITSM implementation, enterprise endpoint management, cloud and hybrid migrations, and vendor/MSP governance. Strong background in regulatory compliance and risk management, including SOC 2, ISO 27001, NIST 800-171, HIPAA, and GDPR, with a consistent record of improving operational resilience, security posture, and service performance.
Experience
Information Technology Program Manager
Jan 2026 — Present · Arlington County, VA, US
Led the development, implementation, and ongoing maintenance of the IT Service Management (ITSM) framework to ensure reliable, consistent service delivery across the organization.Managed day-to-day Help Desk operations in partnership with a Managed Service Provider (MSP), ensuring timely ticket resolution, SLA adherence, and high customer satisfaction.Drove continuous improvement of ITSM processes aligned with ITIL best practices, including Incident, Service Request, Problem, Change, Asset, and Knowledge Management.Oversaw ITSM governance activities, including change control records, root cause analysis (RCA), and knowledge base development and maintenance.Partnered with internal stakeholders and the MSP to ensure seamless operational delivery, clear incident communications, and ongoing process optimization.Led and coordinated IT operational projects, ensuring alignment with strategic objectives and delivery within defined scope, schedule, and budget.Evaluated technology effectiveness and operational efficiency, recommending and implementing improvements to optimize performance and integration across systems.Directed execution of ITIL-based service processes (Incident, Request, Change, Problem, and Knowledge) to support structured and repeatable service delivery.Developed and maintained project plans, timelines, and resource forecasts for initiatives supporting Help Desk, Asset Management, and Desktop Support functions.Translated business requirements into technical workflows and system solutions aligned with departmental strategy and industry best practices.Ensured customer-focused delivery and quality execution throughout the full project lifecycle, with strong attention to detail and service excellence.
Education
Strayer University
Bachelor of Applied Science (B.A.Sc.), Computer and Information Sciences and Support Services
2010
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