IT Service Desk Project Manager
Washington D.C. / Arlington, VA
Information Technology – IT /
Full-time /
Hybrid
Who we are:
Makpar is a comprehensive professional and technical solutions provider for the Federal government. We combine functional and technical expertise in cloud engineering, data management, cybersecurity and emerging technologies to deliver mission success. We build the right IT solution for government clients by partnering with them to understand their WHAT, WHY, and HOW. Using our signature consulting methodology that we call “The Makpar Way,” we help agencies navigate the ongoing changes in the Federal technology landscape. We succeed where others fail because of our connected and engaged workforce are dedicated to delivering success for our clients and the American people.
Our Mission: We solve complex problems for the Federal government to accelerate access to citizen services.
When it comes to excellence, we deliver. Learn more about our employer brand at makpar.com/careers.
The Position:
Makpar has an exciting opportunity for a Project Manager to join our growing team within a federal contract. As a project manager for the contract, you will provide oversight and direction to the IT Enterprise Service Desk (ESD) in support of a high-paced environment that provides support to 16,500+ end-users.
Role Responsibilities:
- Directly manage and coordinate the day-to-day operational activities of the ESD contractor staff.
- Work with the federal customer service managers for HQ and the regions, the ESD supervisor, and the ESD functional lead to support their requirements and support of any requirements from the contractor program manager.
- Carry out approved task plans and deliverables creation/update, ensure conformance with project task schedules, costs, performance, and contractual obligations.
- Follow the OCIO PMO policies and guidelines.
- Coordinate with federal management to organize and assign responsibilities to subordinates, oversee the successful completion of all projects, assigned tasks, and help to prepare and deliver briefings.
- Communicate extensively and effectively across all levels of leadership.
- Support and maintain a structure that promotes consistent, high-quality service delivery that ensures conformance with high work standards.
- Other duties as required to fulfill the requirements of the resultant BPA and subsequent order(s).
Minimum Required Experience:
- At least 8 years of successful and consecutive commensurate experience in an IT, customer service, service desk management or technology-related field, with the last 3 years on large government or commercial technical contracts.
- Must possess excellent communication (oral and written) skills, attention to detail, problem solving and excellent customer service skills.
- Ability to manage multiple related projects and navigate complex IT and Operational activities that span functions of organizations and regions to align results with organizational goals.
- Knowledge of Agile methodologies and experience using agile to implement projects within a federal government environment, as well as managing an agile team.
- Demonstrated ability to lead large teams of 50 or more resources.
- Ability and experience to deal with ambiguity and frequent changes in priorities, as well as to prioritize workload based on needs of the customer.
- Experience managing teams of contract support personnel with diverse IT skill sets at multiple locations.
- Experience maintaining and managing client interface at senior levels across multiple client organizations.
Minimum Required Education and Certifications:
- Bachelor’s Degree in computer science, engineering, information systems, business or related discipline is preferred. Or, an MBA or Master Degree in engineering management, computer science, engineering, information systems or related discipline;
- Project Management Institute (PMI) Project Management Professional (PMP) certification that is current (i.e. PMI’s continuing education requirement met) is required;
- The Contractor Project Manager must have attained one of the following two certifications:
1. ITIL 4 Managing Professional; or ITIL 4 Strategic Leader; or ITIL v3 Expert Certification – IT Service Management,
and must upgrade to ITIL 4 Managing Professional or ITIL 4 Strategic Leader within 9 months of contract award; or,
2. One of the following: Help Desk Institute (HDI) Certification - Support Center Manager; certificate of completion
of HDI class Workforce Management Principles; Kanban Management Professional.
Benefits:
At Makpar Corporation we understand that we all need to balance work and life – that is why we have a great benefits package, excellent training and career development opportunities, flexible work schedules along with a generous compensation package. At Makpar, we believe in keeping our employees happy, healthy and engaged. We pride ourselves in providing outstanding benefits, creating environments where employees are encouraged to be themselves, collaborate, and be inquisitive in order to achieve goals.
Start your career today and be a part of something meaningful!
Makpar is an Equal Opportunity Employer.
