IT Project Manager

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.
• Leads financial, technical, administrative, and personnel program activities to meet all contractual obligations in adherence to agency processes, procedures, and directives.
• Direct all IT support services, ensuring execution aligns with ITIL best practices and all contractual requirements.
• Oversees cross-project planning for resources, scheduling, milestones, and deliverables for on-time submission of Call Order deliverables.
• Identifies, assesses, and resolves complex business issues and risks and facilitates resolution and risk mitigation.
• Manages SP resources, scheduling, and training to maintain contractual performance obligations and ensure relevancy of staff.
• Participates in all Call Order level meetings with agency and directing and coordinating changes, concerns and/or updates to support Call Order management.
• Ensures back-office support to properly process invoicing and ensures adherence to the processes, procedures, standards, and policies by SP team personnel.
• Oversees personnel security clearance requirements and manages performance assessments and evaluations.
• Provides oversight and governance for all service activities and coordinates with agency IT leadership team to prioritize innovations and improvements, share survey results, and provide customer feedback on services portfolio.
• Drive continual service improvement (CSI) initiatives to optimize service delivery and manage the full-service lifecycle.
• 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.
• Leading service management processes aligned with ITIL and ISO 20000 best practices.
• Monitoring service performance metrics and identifying opportunities for operational improvements.
• Collaborating with client stakeholders, engineers, and other service providers to ensure seamless service delivery.

Must have:

• Must be local to Lenexa, KS; relocation will not be provided.
• Education: Bachelor’s degree in information technology, Business, or related field, or equivalent experience and PMP or equivalent project management certification
• Experience: Minimum 10 years of experience managing IT Support Services and Help Desk contracts of similar scope and complexity.
• ITIL: Minimum of one (1) year experience with 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: Minimum two (2) years of direct experience establishing processes, defining service level objectives, and managing performance against SLAs.
• U.S. Federal Government IT: Minimum two (2) years of experience with support requirements and standards experience.
• U.S. Federal Government Security: Minimum two (2) years of experience with 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