SERVICE DESK PROJECT MANAGER

Company: Blackwomenintech
Location: Bethesda
Posted on: October 19, 2024

Job Description:

**This position is contingent on contract award**

Find out more about this role by reading the information below, then apply to be considered.
We are Skyward. We are a people-centered business with a desire to serve others. We are diverse and unified; creative and collaborative.
We need a Service Desk Project Manager. Are you a pro at keeping IT running smoothly while managing all the moving parts? A master at juggling priorities, solving tech issues, and keeping customers happy? Apply now and help us deliver top-notch support with a smile.

What you'll do:

• Be on a team supporting the Centers for Medicare and Medicaid Services (CMS) with help desk and customer support services.
• Provide technical, administrative, and operational management to assigned projects or task(s).
• Participate in the development of technical project plans, reports, schedules, and administrative reporting.
• Demonstrate independent judgment while maintaining core relationships in a multi-contractor, government environment.
• Draft, publish, and maintain Standard Operating Procedures (SOPs) that describe the support process.
• Identify, monitor, document, and close out risk and problem management.
• Attend customer meetings and serve as client liaison.
• Coordinate development of project deliverables.
• Ensure quality assurance of project deliverables.What we'd like you to have:
  • Bachelor's degree and at least 2 years of experience planning and executing projects.
  • Experience managing federal IT projects that includes professional support services.
  • Agile certification (i.e., PMI-ACP, Certified Scrum Master, Certified Product Owner).
  • Experience with one or more agile methodologies, including Scrum, Lean, or SAFe.
  • ITSM related certification (i.e., HDI Support Center Manager, ITIL v4).
  • Collaborative spirit with client relationship management skills.
  • Experience with ServiceNow or equivalent ITSM ticketing solution.
  • Experience managing tiered IT support teams.
  • Experience managing call centers including ACD systems.
  • Experience writing and maintaining SOPs and knowledge base documentation.
  • Experience creating status reports for government leadership.What would blow us away:
    • Your entire experience has been supporting government agencies.
    • You understand the Federal Acquisition Regulation (FAR).
      Even if you don't meet 100% of the qualifications, we encourage you to apply.What we offer you:
      • Medical, dental, vision insurance (fully paid for employees)
      • 15 days of paid leave
      • 7 days of sick leave
      • 2 days bereavement leave
      • 11 paid Federal holidays
      • Up to 40 hours for jury duty
      • 401K with 4% employer contribution
      • Up to 4 weeks of paid paternity and maternity leave
      • Company provided laptop
      • $5,000 per year for professional development
      • $600 per year for technical supplies and equipment
      • $2,000 referral bonus
      • Life and disability insurance
      • HSA and FSA
      • Legal Shield and ID Shield Voluntary Benefits
      • Opportunity to work in a collaborative, motivated team.
        Applicants must have the ability to obtain and maintain a Public Trust security clearance due to the nature of our work as a government contractor.
        Offers of employment with Skyward are contingent upon acceptable results of a background investigation.
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Keywords: Blackwomenintech, Ellicott City , SERVICE DESK PROJECT MANAGER, Executive , Bethesda, Maryland