Project Manager

Program Manager

Location: Fort Lee, VA

This position manages the daily operations and work of the Tier 1 helpdesk. The PM must be able to work independently as well as with peers. Strong communication skills, both verbal and written, are a must. The successful candidate will have a track record of working well with peers and leadership inside and outside IT.

Responsible for leading and directing all Service Desk activities Tier 1, knowledge management, incident management, service request coordination, training and quality control

  • Ensures that all help desk activities delivered are with highest level of quality and ensures that all service levels are met in accordance with program performance objectives
  • Conducts daily trending and reviews to ensure the contracted service levels are being achieved, implement real-time resourcing / process changes to meet unexpected spikes in contacts.
  • Coordinates the planning and execution of all contract activities and reviews the work of subordinates to ensure that schedule, standards, and reporting responsibilities are met.
  • Responsible for ensuring communication takes place both upwards and downwards across areas of responsibility
  • Promptly respond to inquiries and data calls, establish and maintain a strong rapport and communications with all stake holders.
  • Ensures the team is staffed and trained adequately and appropriately with qualified personnel
  • Identifies, prioritizes, and mitigates all program risks
  • Responsible to ensure all contractual performance requirements, AQLs, CDRLs and other requirements are met
  • Develop Status Reports, Staffing Plan, SLA Reports
  • Supervises team made up of exempt and non-exempt staff
  • Ensures staffing levels are appropriate to provide service and meet deadlines of position
  • Responsibilities include interviewing, hiring, and coordinating training for employees;
  • Responsible for planning, assigning, and directing work; appraising performance of direct reports
  • Coordinates continuous training for all Help desk staff
  • Maintain individual team metrics and use results to help develop individuals and improve team performance. Establish a cycle of continuous service improvement with measurable improvement targets. Establish minimum acceptable quality goals for the team.
  • Support team retention targets and program
  • Provides staff leadership, direction, supervision, training and development.
  • Communicate regularly with staff through group meetings and individual sessions; ensure issues/input from team is listened to and that organization/department strategy/goals/decisions are communicated consistently and in a timely manner.

Qualifications / Requirements:
Clearance level required: Must have fully adjudicated Public Trust level clearance or higher

  • IAT Level II certified (Security +)
    ” ITIL V3 experience, Foundation certification preferred
  • Minimum 3-5 years of program management experience monitoring, auditing and providing feedback in a fast-paced Service Desk environment is required
  • Minimum 3 years experience leading a team of 25 30 Tier 1 technicians
    ” Strong knowledge and experience using ticketing systems and other Service Desk tools
  • Experience with Knowledge Management database supporting a service desk environment
    ” Outstanding customer service skills and dedication to providing world-class customer care

    ” Must possess excellent problem solving, coaching and handling skills
    ” Demonstrable knowledge of quality control methodologies and evaluation tools
    ” Strong analytical skills with an ability to draw conclusions from data is needed
    ” Knowledge of MS tools-Intermediate level (Excel, Word, PowerPoint)
    ” Ability to multi-task and successfully operate in a fast-paced, evolving team environment.

    ” Excellent verbal, written and listening skills
    ” Bachelors’ degree preferred

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