IT Help Desk ContractProgram Manager (Public Trust Required)
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Job Location:
Suitland, MD - USA
Monthly Salary:
Not Disclosed
Posted on:
11 days ago
Vacancies:
1 Vacancy
Job Summary
Benefits:
- 401(k)
- Paid time off
- Dental insurance
- Health insurance
- Vision insurance
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 an onsite role based out of Suitland MD overseeing multiple assignments and projects. The ideal candidate will be an expert in managing multiple teams and support help desk data related tasks.
Specific Duties Include:
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 client and internal stakeholders project operators customers and peers
- Reporting on program health and deliverable schedules
- Mitigating risks and knowledge management
- Collecting and monitoring performance metrics comparing team members 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 analysts 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 work from Suitland MD and commute to Tysons Virginia (as needed)
Must possess an Active Public Trust Clearance or higher
Project Management Certification (Requirement)
Degree in Computer Science Information Technology or related field required.
Must have at least 1 year of ServiceNow experience
Must have at least 1 year of ServiceNow experience
ITIL Certification preferred
HDI Certification preferred
Experience working with customers gathering and understanding customer requirements.
Compensation: $120000.00 per year
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability status protected veteran status or any other characteristic protected by law.
WE ARE
AET Federal Inc. (AET) is certified as an 8(a) Small Disadvantaged Firm by US Small Business Administration and also certified by the Commonwealth of Virginia Department of Small Business and Supplier Diversity as Small Minority Owned Business (SWaM). AET prides itself on efficient management and low overhead thereby offering its clients high quality services at highly competitive prices. The fundamental distinction of our company is its business knowledge in both the public and private sectors. We serve the transportation defense intelligence financial healthcare and technology & telecommunications industries. AET is successful because we listen to our clients we learn from our clients and we understand our clients an industry that is constantly changing AET is the face of stability.
ARE YOU READY FOR WHATS NEXT IN YOUR CAREER
At AET our success is defined by the knowledge commitment diversity and satisfaction of our employees. Impactful Work. Smart Solutions. Meaningful Careers. AET fosters a creative and efficient work environment that revolves around a project team concept. We offer competitive salaries and an exceptional benefits package and we are always seeking new candidates to join our team.
Required Experience:
Manager
Key Skills
- user account
- Active Directory
- Customer Service
- Information Technology
- desk support
- End user
- Project Management
- Phone Calls
- service levels agreement
- Desk Staff
- Ltil
- Procedures
- Setup
- hardware
- Technical Support
About Company
WELCOME TO AET FEDERAL Modernizing Strategies, Solutions, and Security Mission success for today's federal agencies starts with a partner that pushes the boundaries. AET delivers exceptional operational support and innovative solutions that securely address DevOps, Modernization, Secu ... View more
