Federal Service Desk Project Lead—ITIL/PM

Socket.dev; Washington (District of Columbia); On-site; USD 90,000 - 147,000; Full time

Job summary

Accenture Federal Services seeks an experienced Service Desk Technical Project Lead to coordinate and manage IT projects that enhance help desk capabilities. You will serve as the conduit between technical teams and the service desk to ensure readiness and smooth deployments.

You will lead end-user focused initiatives, optimize workflows, and collaborate with stakeholders to implement new tools and training.

Qualifications

• 5+ years of experience in IT project management with a focus on help desk and user support initiatives.
• Solid understanding of IT service management principles and ITIL frameworks.
• Excellent communication and collaboration skills to work effectively with technical and non-technical teams.
• Ability to quickly learn new technologies and translate complex technical information for end-user support.
• Proven track record of identifying and resolving issues to ensure successful project implementations.
• Familiarity with federal government IT projects (infrastructure upgrades, migrations, service transitions).
• Experience in user research and translating user needs into service delivery improvements.
• Familiarity with change management principles in IT projects.
• Must be local to DC and willing to be onsite in DC 2-3 days per week.

Responsibilities

• Manage standalone projects aimed at improving the help desk's ability to support end-users.
• Facilitate communication between technical teams and the service desk for upcoming deployments.
• Coordinate with communications for end-user notifications, FAQs, and self-help resources.
• Monitor help desk performance during deployments and adjust staffing/workflows as needed.
• Identify and resolve issues impacting end-user support.
• Collaborate with project managers and service desk managers to align priorities and go-live plans.
• Maintain detailed project documentation and lessons learned.
• Synthesize complex data into actionable solutions for the help desk.
• Foster a user-centric mindset throughout the project lifecycle.

Skills

IT project management

ITIL frameworks

Communication

Stakeholder collaboration

End-user focus

Analytical skills

Problem-solving

Learn new technologies

Federal government experience

Change management

Job description

Accenture Federal Services seeks an experienced Service Desk Technical Project Lead to coordinate and manage IT projects that enhance help desk capabilities. You will serve as the conduit between technical teams and the service desk to ensure readiness and smooth deployments.

You will lead end-user focused initiatives, optimize workflows, and collaborate with stakeholders to implement new tools and training.