SME Project Manager

The SME Project Manager oversees all aspects of the support of all tasks on the program, including planning, organizing, staffing, directing, integrating, and controlling activities necessary for all tasks to meet schedule, and performance requirements. The PM manages all day-to-day operations including administrative functions, assessing risks, identifying assumptions, and resolving interpersonal conflicts. Responsible for the duties, tasks, and activities required to make the program/project successful. Actively participates in the management decision-making process.

Duties and Responsibilities Include:

• Manage the day-to-day responsibilities at 50+ locations worldwide.
• Manage and deliver end-to-end Help Desk services across global locations, ensuring consistent support standards and coverage.
• Establish and enforce Service Level Agreements (SLAs) for incident response, resolution times, and service availability across all supported regions.
• Oversee escalation protocols to ensure timely resolution of critical issues and incidents.
• Manage and coordinate the activities of network and systems engineering teams, ensuring alignment with enterprise architecture and operational goals.
• Supervise Tier 2 desktop support teams worldwide, ensuring advanced technical issues are resolved efficiently and within SLA commitments.
• Ensure compliance with security, audit, and governance policies for all IT assets, systems, and support activities.
• Implement and monitor key performance indicators (KPIs) and generate regular performance and compliance reports via ServiceNow dashboards.
• Develop and maintain a robust Knowledge Base in ServiceNow to promote self-service and improve first-contact resolution rates.
• Lead regular service reviews with internal stakeholders and external partners, presenting SLA adherence, performance metrics, and continuous improvement plans.
• Drive continuous service improvement initiatives, leveraging ServiceNow reporting and analytics to identify trends and areas for optimization.
• Manage resource planning, staffing, and budget allocation for Help Desk operations, ensuring cost-effective service delivery.
• Ensure disaster recovery and business continuity plans are in place and tested regularly for all critical IT support functions.
• Coordinate global training and certification programs to maintain a skilled support workforce familiar with the latest technologies and best practices.

Minimum Qualifications:

• Citizenship and Clearance:
  
  
  
  • US Citizenship is required.
  • Must possess IT-II security clearance (DoD Secret Clearance) or have a current National Agency Check with Local Agency Check and Credit Check (NACLC) at time of proposal submission.
  
  
  
  
• Education and Experience:
  
  
  
  • Bachelor's Degree.
  • 10 years of experience in IT/logistics project or program management / supervisory experience.
  
  
  
  
• Certifications:
  
  
  
  • DoD Approved 8570/8140 Baseline Certification: Category IAM III (CISSP)
  • Project Management Professional (PMP) Certification or other recognized project management certification
  • ITIL v4 Foundation certification
  • HDI-M Certification
  
  
  
  
• Location:
  
  
  
  • This is a remote position within the United Status requiring minimal travel (CONUS).
  
  
  
  

Work Environment and Physical Demand:

• This position may require the ability to lift up to 50 lbs.

Compensation: $175,000 - $225,000