Service Desk Program Manager/Helpdesk Program Manager - 3M Consultancy

Job Title: Service Desk Program Manager

Location: Silver Spring, MD(Possibility for remote opportunity available)

Duration: Full-time.

The Position:

This role serves as the contract manager and is responsible for the overall contract performance. The Program Manager coordinates the work activity of management and technical personnel in order to execute upon multiple concurrent projects. This role also enforces work standards, implements communication policies, and manage subordinates and subcontractor resources.

Role Specific Duties:

Maintain overall programmatic responsibility of federal service desk contract.

Organize, direct, and manage contract operation support functions involving multiple contract tasks.

Formulates and reviews project feasibility studies and ensures conformance to work standards.

Maintain and manage senior level client/organizational interface.

Ensure satisfactory performance of contract task areas.

Ensures proper staffing and scheduling of positions to accommodate workload based on workload forecasts

Plans staffing for surge due to seasonal fluctuations in processing   

Manage staff schedules and delegate individual responsibilities, taking into account contact volume and headcount requirements

Conducts oral and written communications with all levels of management for planning and control of projects.

Generate reports for staff productivity and performance metrics

Uphold a high standard of customer service through real-time monitoring and training to improve staff performance

Required Qualifications:

Experience with federal health agency Service Desk (e.g., HHS, CMS, FDA, NIH) preferred  

Minimum of bachelor’s degree in a relating field

PMP certification  

ITIL v4 certification  

Experience in service/help desk staffing forecasting on prior programs that accommodated surge/seasonal staffing  

Significant experience in managing complex contracts, programs, and /or projects for in an IT environment.

Experience managing remote teams of 25+personnel

Candidates must be a US Citizen or a Legal Permanent Resident (Green Card status) for 3 years and be Federal Tax compliant.