Help Desk Project Manager

3 weeks ago

Rockville, United States Turning Point Global Solutions Full time
Job DescriptionJob Description

We are seeking a Help Desk Project Manager with extensive experience in managing and overseeing multi-tiered help desk operations, particularly within the public health sector, supporting immunization information systems. The ideal candidate will have a proven track record of managing help desk teams across multiple communication channels and ensuring adherence to stringent Service Level Agreements (SLAs) and quality standards. This role requires collaboration with multiple stakeholders, including government representatives, and the ability to scale operations to meet surge demands.

In addition to overseeing and managing all aspects of the contract, the project manager will coordinate with the program manager to provide comprehensive account support for the contract and will have full authority to perform all contract requirements.

Details:

  • Specialty: Government IT Support Services
  • Location: Remote / On-site at TurningPoint Rockville MD office
  • Salary: commensurate with Experience, Skills, and Education

Turning Point offers a robust benefits package that includes health, dental, and vision benefits - 100% towards the employee and 80% towards the employee's immediate dependent's standard coverage paid by TurningPoint, a retirement plan with an employer match program, life, AD&D, and disability coverage, and various voluntary benefits.

Responsibilities:

  • Oversee and manage the day-to-day activities of the contract and serve as a collaborative liaison with all engaged subcontractors and stakeholders.
  • Manage the help desk team and evaluate performance, ensuring alignment with project goals and Service Level Agreements (SLAs).
  • Ensure customer service is timely and accurate on a daily basis across all communication channels, including phone, email, and text messaging.
  • Recruit, onboard, train, and support help desk representatives and technicians, with a focus on continuous improvement, knowledge enhancement, and enhanced customer service.
  • Set and maintain customer service standards in compliance with the client requirements and industry best practices.
  • Contribute to improving customer support by actively responding to queries and handling complaints.
  • Establish best practices through the entire technical support process.
  • Follow up with customers to identify areas of improvement.
  • Develop and deliver contract reports on help desk team's productivity and status of operations.
  • Ensure the high quality and successful delivery of all project deliverables.
  • Support the scaling of operations to meet surge demands, ensuring the help desk can quickly adapt to increased volumes or new system requirements.

Required Skills:

  • 7 or more years of experience managing multi-tier help desks, preferably in a federal or public health context.
  • Exceptional planning and organization skills to ensure all teams coordinate with each other and the customer's goals are met on schedule.
  • Proven ability to manage and scale help desk operations, including handling surge support during peak demand periods.
  • Active PMP certification, with experience in federal contracting preferred.

Education:

  • Bachelor's degree in business or related area.
  • Master's degree preferred.
  • Good to have skills/Certifications:
  • Understanding of HHS/CDC or federal/state immunization programs.
  • Experience with cloud and help desk tools as used in federal health environments.
  • ITIL certification or similar credentials in IT service management.
  • Experience in managing remote teams and virtual help desk operations, if necessary

About the Company:

Turning Point Global Solutions (TurningPoint) is a fast-growing system integration, information technology services company that caters to federal, state, and local government and commercial clients. We specialize in full lifecycle system integration and software engineering services involving digital transformation and solution engineering in healthcare IT and telecom business verticals. Our services include software development, software integration, business process outsourcing, and professional services. Founded in 2002, TurningPoint prides itself in a heritage of innovation and strong professional services capabilities, enabling it to provide a full suite of mission-critical solutions in a timely and cost-effective manner. TurningPoint processes are independently appraised at CMMI Maturity Level 5 for Development.

All qualified applicants are considered for employment without discrimination due to race, gender, religion, age, marital status, national origin, disability, sexual orientation, or any other characteristic protected by federal, state, or local law. This policy extends to all aspects of employment with TurningPoint, including, but not limited to, recruitment, hiring decisions, assignment, advancement, compensation, benefits, retention, and termination.

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