Remote Service Desk Project Manager

Summary

Join us at Skyward, where we're passionate about people and improvement through information technology. We're seeking a Service Desk Project Manager to support the Centers for Medicare and Medicaid Services (CMS) with help desk and customer support services.

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

Responsibilities

• Be on a team supporting the Centers for Medicare and Medicaid Services (CMS) with help desk and customer support services
• Provide technical, administrative, and operational management to assigned projects or task(s)
• Participate in the development of technical project plans, reports, schedules, and administrative reporting
• Demonstrate independent judgment while maintaining core relationships in a multi-contractor, government environment
• Draft, publish, and maintain Standard Operating Procedures (SOPs) that describe the support process so that it’s transparent to and repeatable by all team members
• Identify, monitor, document, and close out risk and problem management, including risk register, root cause analysis, and after-action report documentation
• Attend customer meetings and serve as client liaison
• Coordinate development of project deliverables
• Ensure quality assurance of project deliverables

Preferred Qualifications

• Your entire experience has been supporting government agencies
• You understand the Federal Acquisition Regulation (FAR)

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