Service Desk Project Manager

October 4

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Skyward

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Description

• This position is contingent on contract award. • We are Skyward. • A love for people, for improvement, for human advancement through information technology. • A people-centered business with a desire to serve others. • We are diverse and unified; creative and collaborative. • We stand by our values, and we won’t compromise on any of them. • Integrity: We’re conscientious, intentional, and empathetic. • Compassionate: “No one cares how much you know until they know how much you care.” • Inquisitive: We remain students by failing openly and turning lessons into solutions. • Unconventional: Work happens inside of life and our culture erases the line often dividing the two. • Authentic: We’re relaxed and fun yet intensely curious and driven. • We need a Service Desk Project Manager. • Are you a pro at keeping IT running smoothly while managing all the moving parts? • A master at juggling priorities, solving tech issues, and keeping customers happy? • Apply now and help us deliver top-notch support with a smile. • Come join us if you're motivated to learn from others and to be part of a growth-oriented team. • Let's go Skyward together.

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 different agile methodologies, including Scrum, Lean, or SAFe. • ITSM related certification (i.e., HDI Support Center Manager, ITIL v4). • A desire and knack for running government and contractor meetings and presenting to stakeholders any program updates which includes risks, issues, deliverables, and project status. • Collaborative spirit. You are known for your client relationship management skills and have led successful programs. • Experience with ServiceNow, or an equivalent enterprise level ITSM ticketing solution, including ticket queues, automation, metrics, dashboards, service level agreements (SLAs), and customer satisfaction surveys. • Experience managing tiered IT support teams including hiring, management, reviews, and performance of service desk agents. • Experience managing call centers including Automatic Call Distribution (ACD) systems, call trees, call queues, and metrics reporting. • Experience writing and maintaining Standard Operating Procedures (SOPs), knowledge base documentation, and communication templates. • Experience creating status reports for government leadership including work performed, metrics from ACD and ITSM solutions, risks, project financials, and additional information as requested.

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 (and no vesting period) • 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 focused on modernizing government services with cutting-edge technology and innovative solutions. Who says government work can't be exciting!