Centuria is hiring a
Project Manager in Worldwide

Summary

The Project Manager role at Centuria SDVOSB is a remote position in the Customer Service Support (CSS) Information Technology Service Desk (IT SERVICE DESK). The employee will provide 24x7 support to over 90,000 customers nationwide. They are expected to have experience in help desk operations, incident management tools like Service Now and eGain, and remote work.

Requirements

• 3-5 years’ related experience in help desk operations or similar experience
• 2 years’ experience providing tier 1 and 2 level support or similar experience
• 2 years’ experience operating and managing incident management tools, specifically Service Now and eGain, or similar experience
• 2 years’ experience of remote work including but not limited to installs, configurations, upgrades, troubleshooting or similar experience
• Proficiency of laptop and desktop computers and Operating Systems and hardware technologies and strong customer service skills, both orally and written

Responsibilities

• Receive instructions, guidance, and direction from the Government Task Manager (GTM), attend meetings and conference calls as necessary
• Proficient in applying, customer service and customer support principles and methods: systems installed in customer organizations; training methods; problem resolution databases; and troubleshooting and data analysis methods
• Proficient in the remote installation of primary and peripheral computer software and hardware
• Proficient in troubleshooting and resolving problems on, desktop computers, laptop computers and/or applications or software for customers
• Proficient in remote chat service delivery and knowledge of the capabilities and limitations of equipment configuration, operating systems, utility programs, software applications
• Knowledge of business operations as related to service desk environment and systems
• Technical skills to provide oversight and workload management for IT SERVICE DESK assigned Contractor resources
• Attend training, technical, procedural and security as requested by the IRS. Specialist may be required to temporarily change their TOD to attend training
• Participate in working sessions through IRS communication/ meeting tools or any online group collaborative tools available
• Activities involved in developing and maintaining: policies, plans, procedures, processes, schedules, guidance material, standards
• Providing feedback relating to knowledge articles and processes in the IRS asset management systems