Description

Circinus is seeking a highly organized and experienced Project Manager to lead our TSDN Service Desk Support Services contract for the Department of Treasury. The Project Manager will oversee the transition to an ITIL-based Service Desk, ensuring efficient handling of support requests, incident resolution, and customer satisfaction. This role requires strong leadership skills, technical expertise, and a commitment to delivering high-quality service to Treasury end-users. Staffing adequately to meet service level agreements and adjust shifts as needed to accommodate changes in call volumes

• Lead the transition from the current "Call Center" to an ITIL-based Service Desk focused on resolving a high percentage of requests during the initial inquiry.
• Provide onsite coverage from 7 AM to 6 PM and ensure maintenance for after-hours support functions and emergency corrective actions during non-core hours, including weekends.
• Designate on-call individuals for major system failures, security incidents, and incident response exercises as directed by the Federal Program Manager.
• Respond to support requests via self-service web submissions, customer emails, and dedicated phone line, providing answers to IT questions and resolving Tier I and II issues.
• Log all support requests into the incident management system and escalate calls/issues to higher-tier support when necessary.
• Utilize remote assistance tools to troubleshoot and resolve technical issues, ensuring adherence to TSDN security protocols.
• Facilitate daily standup briefings and develop Daily Status Reports (DSRs) for government PM and staff, as well as prepare Special Outage Reports (SOR) as needed.
• Develop, obtain, and react to customer feedback through satisfaction surveys and phone calls, ensuring continuous improvement of service quality.
• Record and verify equipment information in the asset tracking system and perform Data Transfer Agent (DTA) duties in compliance with DoD and NIST regulations.
• Participate in DR/COOP exercises to ensure the Service Desk's readiness to respond during actual events.

Requirements

• Requires ACTIVE Secret clearance, Top Secret preferred
• Master's Degree or equivalent and Fifteen (15) years of experience.
• Ten (10) years in supervision of substantial IT/Networking projects, Five (5) years of this experience must have been in supervising large IT/Networking services contracts, including people of various job categories and skills, and must have occurred in the last seven (7) years.
• Excellent customer service and communication skills, with proficiency in technical triage and troubleshooting.
• Detail-oriented in creating and modifying tickets in IT ticket tracking systems such as Service Now.
• Knowledge of LAN networking, Windows operating systems, HP and Dell desktop/laptop equipment, and COTS applications.
• Familiarity with ITIL best practices and remote administration of IT equipment.
• Ability to lead and manage a team of service desk technicians with varying degrees of expertise.