MSM Technology is seeking an experienced Senior Level Project Manager to oversee the Information Technology Support Services (ITSS) contract for a national federal enforcement contract of apx 30 FTEs. The selected candidate will be responsible for the management and execution of tasks, providing strategic direction, ensuring quality assurance, and maintaining effective communication between the Customer and Contractor personnel:

• Overall Contract POC – Serves as the Transition Manager for contract start-up.
• Daily Operations Management: Provides overall leadership, guidance, assigns tasks and oversee day-to-day operations of the IT Support Services, focusing on the Help Desk and Engineering Teams. Ensure that both teams operate efficiently and effectively to meet the immediate and strategic IT needs of the Customer.
• Tactical Support and Guidance: Provide tactical support and guidance to the Help Desk Team and Engineering Team. Facilitate coordination between the two teams to enhance response times and ensure alignment with IT service goals.
• Team Leadership and Development: Manage and develop team capabilities, particularly for the Help Desk Team led by the Help Desk Team Lead. Ensure that Tier 0-2 support technicians are equipped with the necessary training and resources to perform their roles effectively.
• Engineering Team Oversight: Provide oversight and support to the Engineering Team, which includes systems, network, and cloud engineers or architects. Ensure that engineering projects align with customer’s IT infrastructure goals and leverage innovative solutions. 
• Operational Efficiency: Implement best practices to streamline IT support processes and enhance operational efficiency. Monitor and evaluate team performance, making adjustments as necessary to maintain high standards of service delivery.
• Stakeholder Engagement: Maintain open lines of communication with customer stakeholders to understand their IT needs and ensure that services provided are aligned with organizational objectives.
• Problem Resolution: Act as the escalation point for complex issues that cannot be resolved by the Help Desk or Engineering Teams. Employ analytical and problem-solving skills to address and resolve these issues promptly.
• Resource Allocation and Management: Optimize resource allocation to ensure that both personnel and hardware are used efficiently. Manage and prioritize the workload of the Help Desk and Engineering teams to align with customer's IT operational demands.
• Continuous Improvement: Lead initiatives for continuous improvement within the ITSS framework, fostering an environment of innovation and adaptability. Encourage a culture of learning and professional growth within both teams.
• Quality Assurance: Responsible for the quality and efficiency to include both technical issues and business processes.
• Policy and Compliance: Ensure that all IT operations comply with customer's policies and regulatory requirements. This includes maintaining cybersecurity protocols and safeguarding sensitive information according to established standards. 

• Preferred: Law Enforcement contract or project management experience
• Possess a bachelor’s degree in computer science/engineering, Information Systems, Business, or other relevant discipline or related field
• Possess an active Program Management Professional (PgMP), or Project Management Professional (PMP) certification
• Have a minimum of 10 years of experience in program management with 7x` or more years of relevant experience in an Enterprise IT environment
• Have a minimum of 5 years of experience managing Help Desk teams from Tier 0 – 3 support. 
• Experience managing projects for IT infrastructure, server management, network operations, mobility, Unified Communications, and Tier I/II/III support frameworks. Familiarity with cloud technologies and virtualization.
• Have supervised substantial operations which encompassed user and network systems and integration; and led organizations with people of various job categories and skills 
• Have experience in a quality assurance environment that includes, at a minimum, knowledge of customer satisfaction tracking user complaint and monitoring programs and quality control programs
• Possess excellent written and verbal communication skills, including experience in presenting material to senior Government officials 
• Have proven experience with manpower utilization, training, problem resolution, and employee relations (including teaming partners or sub-Contractors)
• Have proven Government experience/knowledge with various types of audits such as Financial, and Assessment and Authorization.