Service Desk Project Manager

The Service Desk Project Manager will work to provide oversight on Service Desk related projects. The ideal candidate must possess a Public Trust Level 5 clearance and demonstrate a strong background in understanding Service Desk operations. Proficiency in various Microsoft Office applications, ITIL, Service Desk Operations and reporting and a range of technical certifications is desired.

This is a hybrid role that requires you to be onsite 2-3 days per week in Bethesda, MD

Responsibilities

• Service Desk Operations: Review and analyze the daily operations of the service desk, SLAs and reports, verifying and assisting with efficient and effective performance aligned with contract requirements.
• Project Management Leadership: Leading development of project plans, schedules, analysis and requirements gathering sessions.
• Contract Compliance: Ensure adherence to contractual obligations, service level agreements (SLAs), and government standards while assisting with implementing necessary processes and procedures.
• Technical Expertise: Apply comprehensive knowledge of Microsoft Office suite (Access, Excel, PowerPoint, Outlook, Word), MS Project, Agile Kanban utilizing these tools to enhance service operations.
• Data Analytics: Proficient in the use of Excel or PowerBI to export and analyze data used to increase operational efficiency.
• ITIL and Six Sigma Implementation: Apply ITIL and Kanban principles to improve efficiency, streamline processes, and implement best practices within the call center.
• Technical Certifications Maintenance: Maintain up-to-date certifications such as ITIL Foundations, PMP and other relevant certifications.
• Performance Monitoring: Implement performance metrics, monitor key performance indicators (KPIs), and analyze data to identify trends, making informed decisions to enhance call center performance.
• Support and promote IT framework, governance, and processes. Establishes measurement criteria and systems to track service delivery outcomes.
• Communication and Reporting: Provide regular reports to stakeholders, communicating operational performance, challenges, and recommendations for improvement.
• Continuous Improvement: Identify opportunities for process improvements, cost reductions, and increased productivity, implementing necessary changes for optimal efficiency.
• Other duties as assigned

Knowledge and Experience

• Knowledge of Service Desk operations, metrics, reporting and management.
• Experience working with ServiceNow and SNOW reporting
• Knowledge of ITIL concepts including Service Management and Service Delivery and experience working within the ITIL Framework for Incident, Problem, Change, and Service Request Management

• Ability to communicate effectively with customers, coworkers, and supervisors.
• Proven track record of developing and providing SLAs deliverables

• Experience working with developers to create reports
• Demonstrated progressive experience in the management
• Prior work experience in a fast-paced Federal Government environment

Basic Qualifications

• Must be able to obtain Public Trust Level 5 clearance.
• 3 years of experience in project management.
• 3 years of experience doing business analysis
• 3 years of experience working in a service delivery environment.
• ITIL Foundations certification.
• PMP Certification

Preferred Qualifications

• 5 years of experience in Service Desk operations, metrics, reporting and management.
• 5 years of experience working with ServiceNow and SNOW reporting
• 5 years of experience with ITIL concepts including Service Management and Service Delivery and experience working within the ITIL Framework for Incident, Problem, Change, and Service Request Management
• Proficiency in SNOW, Microsoft Office applications (Access, Excel, PowerPoint, Outlook, Word).
• Bachelor's degree in information systems, Computer Science, Engineering, Business, or related field. 5 or more years' experience may be substituted for bachelor's degree.
• HDI Certified Support Center Manager and ITIL v4 certification, CompTIA A+, Security+ are highly desired.

Evolver Federal is an equal opportunity employer and welcomes all job seekers. It is the policy of Evolver Federal not to discriminate based on race, color, ancestry, religion, gender, age, national origin, gender identity or expression, sexual orientation, genetic factors, pregnancy, physical or mental disability, military/veteran status, or any other factor protected by law.

Actual salary will depend on factors such as skills, qualifications, experience, market and work location. Evolver Federal offers competitive benefits, including health, dental and vision insurance, 401(k), flexible spending account, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies.