Cleared IT Project Manager - Colossal Contracting, LLC : Job Details
Cleared IT Project Manager
Colossal Contracting, LLCJob Location : Schenectady,NY, USA
Colossal Contracting, LLC is looking for Cleared IT Project Manager to support an ongoing contract onsite with our government customer in Albany, NY. This individual must have an active DOE Q clearance or an active DOD Top Secret clearance at a minimum. This individual will be a full-time employee and will directly oversee a team of technicians providing preventive and remedial maintenance for all standard desktop devices and peripherals. The Project Manager will be responsible for ensuring that all tasks are completed in timely fashion, resources are allocated properly, and that the customer is satisfied with the ticket resolution support performed by the technician team. The candidate will be responsible for fostering and maintaining productive working relationships with government personnel. They will use excellent interpersonal skills to interact with end users, system and network architects and senior managers to communicate updates, perceived trends from analysis of relating tickets, and to convey solutions and workarounds. They will work in conjunction with an additional PM sitting at a separate location and will report to a Program Manager offsite. Essential Duties & Responsibilities
- Ensure Computer Technicians are monitoring Remedy ticketing system and electronic mail software for incoming tickets and updates to existing tickets.
- Ensure that the responses to ticket items occurs, that they are timely, and that all tasks are tracked and allocated properly.
- Responsible for the response and execution of incoming service requests
- Prioritization of service requests and enhancement requests
- Perform technical writing and documentation activities
- Build client trust and respect, establish client relationships, and develop rapport with client
- Lead and facilitate all team meetings
- Work directly with Team Lead to address tickets and their priorities.
- Facilitate continuous improvement within the environment.
- Supplement technicians to complete ticket work if staffing is below the full staffing levels.
- Oversee the work areas at their respective site by maintaining a clean and organized workspace.
- Responsible for developing any reports required to track team performance including, but not limited to, daily site reports (attendance and ticket schedules), SLA performance, warranty status and random ticket audits.
- Responsible for conducting customer satisfaction surveys when requested.
- Other duties as assigned by the customer.
- Minimum of 2 years of technical project management or help desk/service desk management experience.
- High degree of competency and experience with project management including issue and risk identification and management, tracking dependencies and milestones, and communication of overall project status.
- Ability to creatively solve challenging business/technology problems
- Must be able to manage multiple tasks simultaneously, prioritize workload effectively, and thrive in a dynamic and complex environment
- Passion for customer service
- Strong communicator that can work without direct supervision or detailed direction
- Experience with using and managing Remedy ticketing systems.
- Candidates must be able to work on-site at client sites in the surrounding geographical region.
- Technical Certifications including but not limited to: A+, Net+, CCNA
- Active DOE Q Clearance or DOD Secret Clearance required. Can hold up to TS/SCI.
- Competitive base salary with a target range between $80-100k with flexibility based on experience for highly qualified individuals.
- Paid Time Off
- Annual bonus
- Education/Certification reimbursement
- 100% Employer paid Health, Vision, Dental insurance for Employee
- 401k