SERVICE DESK PROJECT MANAGER

Blackwomenintech - Bethesda, MD

Full-time - Mid Level

Bethesda, MD

About the position

The Service Desk Project Manager at Skyward is responsible for overseeing IT support services for the Centers for Medicare and Medicaid Services (CMS). This role involves managing technical, administrative, and operational aspects of projects, ensuring smooth operations, and maintaining high customer satisfaction. The position requires collaboration with various stakeholders and the ability to juggle multiple priorities in a government contracting environment.

Responsibilities

• Support the Centers for Medicare and Medicaid Services (CMS) with help desk and customer support services.
• Provide technical, administrative, and operational management to assigned projects or tasks.
• Participate in the development of technical project plans, reports, schedules, and administrative reporting.
• Demonstrate independent judgment while maintaining core relationships in a multi-contractor, government environment.
• Draft, publish, and maintain Standard Operating Procedures (SOPs) that describe the support process.
• Identify, monitor, document, and close out risk and problem management.
• Attend customer meetings and serve as client liaison.
• Coordinate development of project deliverables.
• Ensure quality assurance of project deliverables.

Requirements

• Bachelor's degree and at least 2 years of experience planning and executing projects.
• Experience managing federal IT projects that includes professional support services.
• Agile certification (i.e., PMI-ACP, Certified Scrum Master, Certified Product Owner).
• Experience with one or more agile methodologies, including Scrum, Lean, or SAFe.
• ITSM related certification (i.e., HDI Support Center Manager, ITIL v4).
• Collaborative spirit with client relationship management skills.
• Experience with ServiceNow or equivalent ITSM ticketing solution.
• Experience managing tiered IT support teams.
• Experience managing call centers including ACD systems.
• Experience writing and maintaining SOPs and knowledge base documentation.
• Experience creating status reports for government leadership.

Nice-to-haves

• Experience supporting government agencies.
• Understanding of the Federal Acquisition Regulation (FAR).

Benefits

• Medical, dental, vision insurance (fully paid for employees)
• 15 days of paid leave
• 7 days of sick leave
• 2 days bereavement leave
• 11 paid Federal holidays
• Up to 40 hours for jury duty
• 401K with 4% employer contribution
• Up to 4 weeks of paid paternity and maternity leave
• Company provided laptop
• $5,000 per year for professional development
• $600 per year for technical supplies and equipment
• $2,000 referral bonus
• Life and disability insurance
• HSA and FSA
• Legal Shield and ID Shield
• Voluntary Benefits
• Opportunity to work in a collaborative, motivated team.