Job Description
Job Description
Role Summary:
The Project Manager will oversee all operational and contractual aspects of the IT Service Desk, ensuring the delivery of high-quality, efficient, and compliant technical support services to the client. This role is responsible for the overall success of the contract, managing personnel, budget, service level agreements (SLAs), and the continuous improvement of the support delivery model.
Key Responsibilities:
- Service Delivery & Project Management: Plan, direct, design, supervise, and monitor the performance of multiple service desk projects and initiatives (e.g., ticket system migration, knowledge base overhaul, new tool implementation) effectively.
- Team Leadership & Mentoring: Provide administrative and technical direction to helpdesk personnel, including assigning shifts, overseeing ticket queue management, coaching on customer service standards, and ensuring all deliverables (e.g., first-call resolution rates, average handle time) are met.
- Financial & Budget Management: Manage the contract and projects while strictly adhering to budget constraints, monitoring labor utilization, and optimizing resource allocation.
- Quality Assurance & SLA Compliance: Establish and enforce performance standards and Service Level Agreements (SLAs). Monitor key performance indicators (KPIs) like customer satisfaction (CSAT), first-call resolution (FCR), and Mean Time to Resolution (MTTR) to ensure high-quality service and customer satisfaction standards are consistently met or exceeded.
- Client Communication & Expectation Setting: Act as the primary liaison, collaborating with government personnel, client stakeholders, and other support contractors. Negotiate operational standards, communicate performance metrics, and establish clear expectations for service delivery and incident reporting.
- Operational Problem-Solving: Proactively address and resolve systemic challenges (e.g., recurring technical issues, staffing shortages, process bottlenecks) that arise to ensure the continuous success and high availability of the helpdesk service.
- Team Collaboration: Work effectively with Systems Analysts, Network Engineers, and user support personnel to facilitate incident escalation, root cause analysis, and problem management.
Technical Knowledge Focus:
- Possess familiarity with IT Service Management (ITSM) principles (e.g., ITIL), ticketing systems (e.g., ServiceNow, Remedy), remote support tools, and helpdesk processes.
- Good understanding of Tier 1 and Tier 2 support delivery models, including escalation paths and knowledge management implementation.
General Requirements (Ethical/Conduct):
- Personnel are expected to uphold integrity, responsibility, and professionalism during work.
- Support the implementation of, and encourage compliance with, appropriate standards and procedures for the effective governance and management of information systems and technology, including audit, control, security, and risk management.
- Perform their duties with objectivity, due diligence, and professional care, in accordance with professional standards.
- Maintain the privacy and confidentiality of information obtained during their activities, unless disclosure is required by law. Such information shall not be used for personal benefit or released to inappropriate parties.
- Maintain competency in their respective fields and agree to undertake only those activities they can reasonably expect to complete with the necessary skills, knowledge, and competence.
- Inform appropriate parties of the results of work performed, including the disclosure of all significant facts known to them that, if not disclosed, may distort the reporting of the results.
Qualifications:
- Experience: 7-10 years of relevant program or contract management experience, preferably in an IT Service Management or Helpdesk environment.
- Education: Bachelor’s degree in Information Technology, Business Management, or a related field, or equivalent experience.
- Skills: Strong verbal and written communication skills, with proven ability to present performance data to executive-level client staff.
- Attributes: Highly detail and task-oriented, with strong organizational skills.
Clearance: Must be able to obtain and maintain the necessary security clearance level
EQUAL EMPLOYMENT OPPORTUNITY
ResolveSoft, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or protected veteran status.
E-Verify:
ResolveSoft, Inc. participates in E-Verify. We will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization.
Company DescriptionOur mission is to empower our clients to achieve sustainable success through efficient, cost-effective, and scalable solutions that drive significant performance improvements. We believe in delivering value-driven results and fostering a culture that attracts and retains top talent to provide scalable, adaptable services.
Company Description
Our mission is to empower our clients to achieve sustainable success through efficient, cost-effective, and scalable solutions that drive significant performance improvements. We believe in delivering value-driven results and fostering a culture that attracts and retains top talent to provide scalable, adaptable services.