Lead quality assurance efforts and develop strategies to proactively mitigate project issues and risks.
Interface continuously with key stakeholders, serving as the primary POC to the COR and senior government leadership to address strategy, operations, and planning.
Drive continual service improvements by incorporating government and customer feedback and utilizing trend analysis to enhance the customer experience and optimize resource planning.
Support knowledge and service catalog management, ensuring knowledge articles, templates, and scripted responses are up-to-date and aligned with contract and government requirements.
Manage the performance, cost, and schedule of the project, providing financial management oversight for the Task Order and maintaining budget guidelines and schedules.
Oversee staffing and resources across multiple geographically dispersed sites, ensuring appropriate coverage, timely onboarding and offboarding, and supervisory oversight.
Formulate and review deliverable items, delivering accurate and timely reports, SOPs, and performance documentation to leadership.
Administer training programs, ensuring new hires and experienced staff receive appropriate onboarding, refresher, and remedial training.
Provide technical and career coaching and mentoring to the team.
Utilize the JIRA ticketing system to capture operational data, track performance, and generate comprehensive reports.
Deliver administrative and functional support for personnel activities such as time keeping, performance reviews, counseling, and hiring.
Meet program milestones and deliverables by developing and maintaining comprehensive project plans and schedules.
WHAT YOU’LL NEED TO SUCCEED
Education: Bachelor of Arts/Bachelor of Science; degree in IT related field is preferred
Experience: 10+ years of prior Help Desk experience with a minimum of 5 years’ experience related to quality performance of ITSM services and supervising Help Desk employees; experience leading people and managing large cross-functional teams; experience developing strategies to mitigate issues and risks
Professional Skills: Highly self-motivated leader with exceptional communication skills, capable of driving results under minimal supervision and interacting professionally across all organizational levels.
