Sr. Project Manager (Enterprise Service Desk)

Job Title: Sr. Project Manager (Enterprise Service Desk)

Location: Remote.

Duration: Full-time.

The Position:

As the Project Manager, you will lead oversight for all work performed for a federal Enterprise Service Desk Program supporting over 100,000 users. The Project Manager oversees all day-to-day operations, tracking and monitoring, and reports on project performance. The Project Manager ensures all activities are conducted incompliance with applicable agency procedures. The Project Manager reports on project activities, including system activity reports, monthly status reports, and onboarding and offboarding of contract staff. The Project Manager conducts meetings and reviews throughout the life of the project to ensure collaboration, transparency, and quality review/inspection. You will be responsible for monitoring cost and deliverables under the program and providing a monthly report itemizing labor.  

Role Specific Duties:

Oversight of day-to-day operations through tracking and monitoring of project performance

System Activity Report that presents help desk ticket statistics, trend analysis, and other data relevant to service desk operations

Monthly Status Report to be delivered with the Contractor’s invoice summarizing the activities for the period, upcoming activities, deliverable status, and risks

Onboarding, offboarding, and status of contract staff preparing to be onboarded

Conduct meetings and reviews throughout the life of the project to ensure collaboration, transparency, and quality review/inspection

Reviews for Service Desk Standup to address ticket queue, security items, and work scheduled

Reviews for Service Desk Status Meetings to present project status, action items, issues, and risks

Project Management Review (PMR) that includes activities during the last period, organizational structure and staffing, schedule and milestone status, help desk ticket status, and trends, planned and unplanned outages, deliverables, upcoming activities and risks, issues and action items

Required Qualifications:

8+ years of experience in Project Management with 4+ years of those supporting an Enterprise Service Desk program  

Strong communication and collaboration skills  

Self-starter; works effectively and productively with limited supervision

Maintaining a strong work ethic and willingness to collaborate on a team is required

Excellent time management and organization skills

Ability to work in a time-sensitive environment and meet all deadlines

You have strong knowledge of Microsoft Word, Microsoft Excel, Microsoft SharePoint, Microsoft PowerPoint, Microsoft Teams, and Adobe Professional

US Citizens only. Candidates will have to undergo public sector MBI Clearance

Previous experience within DHS or supporting the HSIN network is preferred