IT Project Manager

Description:

MSM Technology LLC is an award winning, high performing IT services company with 22+ years of experience operating, modernizing, securing, and managing advanced technology solutions. Our support and solutions focus on understanding mission requirements, high caliber staffing and delivery excellence across Defense, Homeland, Health, Civilian, and Commercial sectors.

The IT Project Manager is the primary on-site leader responsible for the overall management, performance, and successful delivery of all IT support services for a key federal client.

Key responsibilities include:

• Serve as the main point of contact for managing all aspects of Federal contract performance and personnel.
• Direct all IT support services, ensuring execution aligns with ITIL best practices and all contractual requirements.
• Drive continual service improvement (CSI) initiatives to optimize service delivery and manage the full service lifecycle.
• Develop, implement, and maintain operational documentation, including SOPs, transition plans, and knowledge management artifacts.
• Manage all contract-level planning and reporting, including the Staffing Plan and Monthly Status Reports.
• Lead collaboration efforts with enterprise service desks and other vendors to ensure seamless service integration.
• Ensure all contractual Service Level Agreements (SLAs) and performance metrics are achieved or exceeded
• Providing guidance and support for complex or escalated technical issues
• Leading service management processes aligned with ITIL and ISO 20000 best practices
• Monitoring service performance metrics and identifying opportunities for operational improvements
• Collaborating with EPA stakeholders, engineers, and other service providers to ensure seamless service delivery

Requirements:

Must have:

• Education: Bachelor’s degree in information technology, Business, or related field, or equivalent experience
• Experience: Minimum 5 years of experience managing IT Support Services and Help Desk contracts of similar scope and complexity.
• ITIL: Demonstrated understanding of ITIL principles and practical application
• Leadership: Proven ability to manage teams of IT professionals supporting a large and mobile/remote workforce, in an enterprise setting.
• Service Level Management: Direct experience establishing processes, defining service level objectives, and managing performance against SLAs.
• Federal IT Support requirements and standards experience
• Federal Security: Strong familiarity with Federal IT security requirements and standards.
• Quality: Direct experience establishing processes, defining service level objectives, and managing performance against SLAs.

Preferred skills:

• ServiceNow experience
• Active ITILv3, 4, or 5 Certification
• PMP or equivalent project management certification