AET Federal Inc. · 2 hours ago
IT Help Desk Contract/Program Manager (Public Trust Required)
Suitland, MD
Full-time, Contract
Onsite
Senior Level, Lead/Staff
10+ years expAET Federal Inc. is seeking a disciplined IT Project Manager with extensive experience in managing IT Service/Help Desk and Call Centers. The Project Manager will oversee multiple assignments and projects, ensuring effective communication with stakeholders and managing performance metrics.
Information Technology
No H1B
U.S. Citizen Only
Responsibilities
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 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
Qualification
Required
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
Preferred
ITIL Certification preferred
HDI Certification preferred
Experience working with customers, gathering and understanding customer requirements
Benefits
401(k)
Paid time off
Dental insurance
Health insurance
Vision insurance
Company
AET Federal Inc.
AET Federal, Inc.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase