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Service Desk Program Manager/Helpdesk Program Manager

unlimited holidays - extra holidays - extra parental leave - long remote period allowed
Remote: 
Full Remote
Contract: 
Full time
Work from: 
United States
3M Consultancy logo
3M Consultancy Human Resources, Staffing & Recruiting Startup https://www.3m-consultancy.com/
2 - 10 Employees
About 3M Consultancy
3M Consultancy understands that every business is unique, and so are their hiring needs. With proven experience in recruiting for an array of companies big or small, we pride ourselves on our ability to match top talent with the right role, every time. From startups to Fortune 500s, we've got the expertise and resources to help your business scale and succeed. We have built our reputation as a top recruitment firm based on our knowledge, experience and industry contacts. With a team of experts who understand the latest trends and technologies, we're able to connect businesses with the best candidates that match their unique needs and goals. 3M Consultancy has offices located in North America and Dubai, with operations globally.
See more 3M Consultancy offers

Job description

Job Title: Service Desk Program Manager
Location: Silver Spring, MD(Possibility for remote opportunity available)
Duration: Full-time.

The Position:
This role serves as the contract manager and is responsible for the overall contract performance. The Program Manager coordinates the work activity of management and technical personnel in order to execute upon multiple concurrent projects. This role also enforces work standards, implements communication policies, and manage subordinates and subcontractor resources.

Role Specific Duties:
Maintain overall programmatic responsibility of federal service desk contract.
Organize, direct, and manage contract operation support functions involving multiple contract tasks.
Formulates and reviews project feasibility studies and ensures conformance to work standards.
Maintain and manage senior level client/organizational interface.
Ensure satisfactory performance of contract task areas.
Ensures proper staffing and scheduling of positions to accommodate workload based on workload forecasts
Plans staffing for surge due to seasonal fluctuations in processing   
Manage staff schedules and delegate individual responsibilities, taking into account contact volume and headcount requirements
Conducts oral and written communications with all levels of management for planning and control of projects.
Generate reports for staff productivity and performance metrics
Uphold a high standard of customer service through real-time monitoring and training to improve staff performance

Required Qualifications:
Experience with federal health agency Service Desk (e.g., HHS, CMS, FDA, NIH) preferred  
Minimum of bachelor’s degree in a relating field
PMP certification  
ITIL v4 certification  
Experience in service/help desk staffing forecasting on prior programs that accommodated surge/seasonal staffing  
Significant experience in managing complex contracts, programs, and /or projects for in an IT environment.
Experience managing remote teams of 25+personnel
Candidates must be a US Citizen or a Legal Permanent Resident (Green Card status) for 3 years and be Federal Tax compliant.  

Required profile

Experience

Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Contract ManagementStaff PlanningPerformance AnalysisFeasibility Studies

Other Skills

  • Verbal Communication Skills
  • Team Management
  • Leadership
Are you interested?

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