Enterprise Service Desk Program Manager

Job Locations US-MD-Patuxent River
Posted Date 2 weeks ago(2/5/2018 2:53 PM)
Job ID
2018-1222
# of Openings
1
Category
Project/Program Management

Overview

BlueWater Federal Solutions is a dynamic and nimble systems integration firm providing professional services and IT solutions to the Federal Government throughout the nation. We are viewed by our Federal Customers (DHS, Army, Navy, CENTCOM, DHA, EPA, GSA) as a trusted partner with a track record of successful past performance and superior customer value.

 

Without question, our company's strength lies in our people – Over 250 men and women who are deeply passionate about client partnership, reliable delivery, and successful results. We are looking for individuals who share this aspiration and invite you to join us in work that truly makes a difference for our clients.

 

The Program Manager will be responsible for the successful technical, schedule, and cost performance of a large 24x7x365 Navy Enterprise Service Desk across multiple geographical locations in accordance with contract requirements and company policies, procedures and guidelines.

 

Responsibilities

  • Direct and supervise all contract support resources and is responsible for collaboration and communication activities between all Service Desk locations or hubs.
  • Manage the technical and functional direction of the program and is overall responsible for successful execution of all tasking and implementations.
  • Ensure adherence to quality standards and delivers project and performance deliverables.
  • Recommend and take action to direct the analysis and solutions of problems.
  • Manage the performance of services to clients and ensuring that service levels are achieved in line with the task order and to ensure customer expectations are met or exceeded.
  • Analyze and measure the effectiveness of existing business processes and develops sustainable, repeatable and quantifiable business process improvements.
  • Research best business practices within and outside the organization to establish benchmark data.
  • Collect and analyze process data to initiate, develop and recommend business practices and procedures that focus on enhanced safety, increased productivity and reduced cost.
  • Determine how new information technologies can support reengineering business processes.
  • Organize, direct, and manage contract operation support functions, involving multiple, complex and inter-related project tasks.
  • Manage teams of contract support personnel at multiple locations.
  • Maintain and manages the client interface at the senior levels of the client organization.
  • Meet with customer and contractor personnel to formulate and review task plans and deliverable items. Ensure conformance with program task schedules and costs. System migration and implementation experience.

Qualifications

Bachelor’s degree in a IT related discipline, Master’s degree is a plus

10+ years of related technical and managerial experience in a Service Desk/Help Desk environment supporting Information Technology environments

Must have an active Secret Clearance

ITIL Foundation v3, PMP and HDI Support Center Manager Certifications are required.

ITIL Expert, Lean Six Sigma Black Belt Certification and Security+ Certifications are desired.

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