Help Desk Project Manager

The Project Manager will ensure that end users receive courteous, professional, effective customer-centric support of IT requests, and to resolve technology issues in an expedient manner. The customer currently achieves this through the use of a tiered, Information Technology Service Management (ITSM) based service delivery model; Tier 1 (IT Service Desk) and Tier 2 (hands-on support). To maintain a high level of user satisfaction, the expectation is to be able to resolve a majority of issues during the initial engagement with Users.

***This is a 10-12 month contract to hire role.***

Benefits:

Dental insurance
Health insurance
Paid time off
Vision insurance

Role Responsibilities:

Project Manager will also provide routine and monthly status reports that identifies current tasks in flight as well as those tasks completed during the reporting period and man-hours associated with each task, projected workload for the coming reporting period, problems encountered, or other issues. The IT Project Manager will make every attempt to assist in the proper on-boarding/off-boarding of contractor personnel such as equipment provision/retrieval, ID creation/confiscation, and computerized system account management following provided procedures.

Routine Duties/Job Requirements:

· Lead a large delivery team, primarily consisting of Tier I and Tier II Help Desk support staff, System Administrators, and other IT professionals who are responsible for issue resolution, customer support and continuous process improvement.
· Build partnerships and liaison with team leaders to establish delivery criteria, and solutions for issues that may arise.
· Ensure that all standard operating procedures are adhered to and in collaboration with the associated government task lead are amended or developed as needed.
· Provide routine status updates of ongoing and upcoming activities including all scheduled and performance activities, including Key Performance measures.
· Provide a current staff planning roster of contractors working the project at all 3 site locations as well as visibility into the replacement and status of onboarding personnel.
· Meeting with Stakeholders to provide transparent, easy to understand performance metrics, issues, and accomplishments.
· Ability to analyze complex data and adjust management approaches to ensure key contract goals and KPIs are meet or exceed government requirements.
· Ensure Customer satisfaction, timeliness of deliverables, quality of deliverables, and team member performance are managed.

Qualifications
· 4 years IT experience supporting Help / Service Desk
· 2 - 4 years of experience managing team of (25+) IT professionals (medium size teams)
· 6 to 8 years of progressive management experience
· ITIL Certification (Desired)
· Project Management credentialing (PMI) – (Desired)
· Bachelor’s degree in Computer Science, Engineering, or a related field is preferred (Desired)


Skills

• Strong written and oral communication skills are required
• Must have a positive team player attitude
• Experience managing multiple – IT operations work streams (Tier I, Tier II, Customer Service, System Administration..etc)
• Strong analytical skills and be a creative self-starter with the ability to work both independently and with stakeholders
• Excellent time management skills to coordinate many different types of diverse activities
• High level of analytical and technical skills and mastery report development is required to maintain data
• Must be organized and detail-oriented
• Ability to interact with all levels of an organization in a professional, diplomatic, and tactful manner