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
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