IT Help Desk Program Manager (Public Trust Required, Fully On-Site)

AET FEDERAL INC; Suitland (MD); Hybrid; USD 100,000 - 130,000; Full time

Job summary

AET Federal is looking for a disciplined IT Project Manager to oversee multiple assignments and projects in Suitland, Maryland. The ideal candidate should have at least 10 years of experience managing IT Service/Help Desk and Call Centers, with necessary certifications. Responsibilities include project oversight, performance monitoring, and stakeholder communication. This hybrid role requires expertise in managing multiple teams effectively.

Benefits

401(k)

Paid time off

Qualifications

• At least 10 years of experience managing an IT Service Desk.
• Must possess an Active Public Trust Clearance.
• Experience in gathering customer requirements.

Responsibilities

• Overseeing multiple projects including call and incident monitoring.
• Communicating with stakeholders and managing risks.
• Collecting performance metrics and managing help desk tickets.

Skills

Project Management

Team Management

Call Monitoring

Help Desk Management

Performance Metrics

Education

Degree in Computer Science, Information Technology, or related field

Project Management Certification

ITIL Certification

HDI Certification

Job description

Benefits:

• 401(k)
• Paid time off

AET Federal is seeking a disciplined IT Project Manager with at least 10 years of experience in managing IT Service/ Help Desk and Call Centers. The Project Manager will work a hybrid role, based out of Suitland, Maryland overseeing multiple assignments and projects. The ideal candidate will be an expert in managing multiple teams and obtain expertise in call monitoring and help desk related tasks.

Specific Duties Include:

• Overseeing multiple projects including but not limited to call monitoring, incident monitoring, performance metrics, help desk tickets (Tier I, II, III)
• Responsible for communicating with stakeholders, project operators, customers, and peers
• Mitigating risks and knowledge management
• Collecting and monitoring performance metrics comparing team member's performance using statistical and graphing reporting tools
• Overseeing incident monitoring by reviewing tickets entered by the Enterprise IT Help Desk team against established standards
• Managing call monitoring and worker call monitoring by listening on analyst's calls and rating specific behaviors
• Overseeing ticketing of mobile device issues and incoming call center inquiries

Requirements:

· Minimum of 10 years of experience managing an IT Service Desk.

· Must be able to commute to Suitland, Maryland dailyy

· Must possess an Active Public Trust Clearance

· Project Management Certification (Requirement)

· Degree in Computer Science, Information Technology, or related field.

· ITIL Certification

· HDI Certification

· Experience working with customers, gathering and understanding customer requirements.