End User Project Manager

ActioNet; Rockville (MD); On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Medical Insurance

Vision Insurance

Life and AD&D Insurance

401(k) Savings Plan

Education and Professional Training

Flexible Spending Accounts (FSA)

Employee Referral and Merit Recognit2

Employee Assistance and Identity Theft

Job summary

ActioNet is seeking a BPA Call Project Manager to provide leadership for End User Computing programs, directing Call-Wide responsibilities, deployment, and Help Desk services. The role interfaces with the COR to ensure contract performance, ITIL-based service management, and high customer satisfaction.

The ideal candidate will have a Bachelor's degree, 8+ years of Federal IT operations experience, and strong ITSM, CX, and risk management skills to drive service delivery excellence under Top

Qualifications

• Bachelor's degree required in IT, Business, or related field.
• Minimum eight (8) years managing large Federal IT operations or End User Computing programs.

Responsibilities

• Lead operational, technical, financial, and administrative activities supporting the BPA Call.
• Serve as primary point of contact for the COR and provide executive-level status, performance, and risk reporting.
• Direct transition activities, workforce management, and project execution to ensure uninterrupted service delivery.
• Ensure ITIL v4 practices, SLRs, and NRC policies are followed.
• Oversee service delivery across Call Center, Deskside, Deployment, Asset Management, and End User Support.
• Drive continual service improvement through process optimization and customer experience initiatives.

Skills

Leadership

Communication

Stakeholder management

ITIL

CX

Risk & performance management

Service delivery management

Education

Bachelor's degree in Information Technology, Business, or related field

Job description

Position Overview
The BPA Call Project Manager provides overall leadership and management for the End User Computing (EUC) BPA Call, overseeing service delivery across Call-Wide Responsibilities, End User Management and Deployment, and Help Desk Services. The Project Manager serves as the primary interface with the COR, ensuring contract performance, operational excellence, customer satisfaction, and compliance with ITIL-based service management practices and Service Level Requirements (SLRs).

Key Responsibilities

• Lead all operational, technical, financial, and administrative activities supporting the BPA Call.
• Serve as the primary point of contact for the COR and provide executive-level status, performance, and risk reporting.
• Direct transition activities, workforce management, and project execution to ensure uninterrupted service delivery.
• Ensure compliance with ITIL v4 practices, Service Level Requirements (SLRs), and NRC operational policies.
• Oversee service delivery across Call Center, Deskside Services, Deployment, Asset Management, and End User Support functions.
• Drive continual service improvement through process optimization, operational efficiencies, and customer experience initiatives.

Required Qualifications

• Bachelor's degree in Information Technology, Business, or a related field.
• Minimum eight (8) years managing large Federal IT operations or End User Computing programs.
• Experience leading enterprise Service Desk, Deskside Support, and ITSM service delivery organizations.
• Demonstrated success managing transition, performance metrics, and customer satisfaction on mission-critical Federal contracts.
• Strong leadership, communication, and stakeholder management skills.
• IT Service Management (ITIL)
• Service Delivery Management
• Customer Experience (CX)
• Risk & Performance Management

Security Clearance: TopSecret Clearance

ActioNetis a CMMI-DEV Level 4, CMMI-SVC Level 4, ISO 20000, ISO 27001, ISO 9001, HDI-certified, woman-owned IT Solutions Provider with strong qualifications and expertise in Agile Software Engineering, Cloud Solutions, Cyber Security, and IT Managed Services. With 25+ years of stellar past performance, ActioNet is the premier Trusted Innogrator!

• Advanced and Managed IT Services
• Agile Software Development
• DevSecOps
• Cybersecurity
• Health IT
• C4ISR & SIGINT
• Data Center Engineering & Operations

Why ActioNet?

At ActioNet, our Passion for Quality is at the heart of everything we do:

• Commitment to Employees: We are committed to making ActioNet a great place to work and continue to invest in our ActioNeters.
• Commitment to Customers: We are committed to our customers by driving and sustaining Service Delivery Excellence.
• Commitment to Community: We are committed to giving back to our community, helping others, and making the world a better place for our next generation.

ActioNet is proud to be named a Top Workplacefor the eleventh year in a row (2014 - 2024). We have a 98% customer retention rate. We are passionate about the inspirational missions of our customers, and we entrust our employees and teams to deliver exceptional performance to enable the safety, security, health, and well-being of our nation.

What's in It For You?

As an ActioNeter, you get to be part of an exceptional team and a corporate culture that nurtures mutual success for our customers, employees, and communities. We give you the tools to be successful; all you need to do is bring your best ideas, your energy, and a desire to develop your skills, experience, and career. Are you ready to make a difference?

ActioNet is an equal-opportunity employer and values diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Full-Time Employees are eligible to participate in our ActioNet’s Benefits Program:

• Medical Insurance
• Vision Insurance
• Life and AD&D Insurance
• 401(k) Savings Plan
• Education and Professional Training
• Flexible Spending Accounts (FSA)
• Employee Referral and Merit Recognition Programs
• Employee Assistance and Identity Theft Protection

ActioNet Core Value #1 - Instill Integrity In Everything We Do