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IT Project Manager, Lead

2 months ago


Bethesda, United States LCG, Inc. Full time
Job DescriptionJob Description

Service Desk Special Projects Lead

Location- Bethesda, MD (Hybrid)

Required Clearance: Ability to obtain Public Trust

LCG is a minority-owned technology consulting firm that has been a trusted partner to more than 40 federal agencies, including 21 of the 27 Institutes and Centers (ICs) at the National Institutes of Health (NIH). For over 25 years, LCG has brought digitization and innovation to the Health and Human Services (HHS) and the NIH ecosystems. We support IT organizations by bringing precision technology and operation models that achieve mission capabilities and performance success.

LCG is seeking a IT Project Manager, Lead who will directly support our federal client and collaborate with a team for providing service desk support, field application and hardware calls, ensuring the stability, integrity and efficient operations of the IT infrastructure, and support of a remote home-based workforce. Individual in this role will maintain a working knowledge of all hardware and software applications in order to resolve problems/issues on the initial call.

Essential Responsibilities:

  • The Special Projects Lead shall perform expected and unexpected tasks of temporary duration in accordance with the position description; organize, lead, and help execute NIAMS projects that may fall outside the realm of regular duties, including new initiatives or directives that need to be implemented by a set date, or conducting exploratory assessment or research for upcoming NIH IT initiatives and how these can impact NIAMS (Examples: NIH implemented the Unified Communications and each NIH institute was responsible for their own implementation; teams training for the organization on all new functions in Microsoft’s roadmap, as NIH implements new functionality, etc.)
  • Shall perform requirements gathering, alternative analysis, project planning, scoping, cost, risk, and resource management, including developing presentations of IT business cases for proposed IT Initiatives/projects with recommendations on next steps or actions.
  • Assist in the development and presentation of IT business cases for proposed IT initiatives/projects.
  • Work on multiple projects, simultaneously, in an IT support environment and manage new service offerings from inception to operations.
  • Providing back up support for troubleshooting Apple macOS, Apple iOS, Apple iOS mobile devices and Microsoft Windows operating systems as well as fielding related how-to questions.
  • Hosting effective virtual presentations and meetings, using collaboration tools including video calls, file sharing, and whiteboarding.
  • When not working on special projects, this person shall be expected to work on SOPS, training materials, presentations, and special analysis projects, including ticket analysis and trends.
    • Other work shall be coordinated between the PM, Help Desk Manager, and the COR

Required Qualifications:

  • Required: Bachelor’s degree from an accredited institute, (preferably in Mathematics, Information Technology, Computer Science, Engineering, Business Administration, or Project Management).
  • Minimum of five (5) years’ experience in troubleshooting end-user hardware and peripherals, operating systems, imaging, software applications, network connectivity, configuration, security compliance, Active Directory administration, and endpoint management.
  • Candidate must have project management experience, and experience with MS Project or similar project management software tools.
  • Candidate must have experience in requirements gathering, alternative analysis, project planning, scoping, cost, risk, and resource management.
  • Candidate must have experience assisting in the development and presentation of IT business cases for proposed IT initiatives/projects.
  • Candidate must have experience working on multiple projects, simultaneously, in an IT support environment, managing tasks and problems related to end-user hardware and software, and managing new service offerings from inception to operations.
  • Candidate must have knowledge of ITIL’s Incident, Request, Problem, Configuration, and Change Management practices.
  • Candidate must be proficient in configuring, supporting, and troubleshooting Apple macOS, Apple iOS and Microsoft Windows operating systems as well as fielding related how-to questions.
  • Candidate must be proficient in configuring, supporting, and troubleshooting Apple iOS mobile devices, as well as fielding related how-to questions.
  • Candidate must be proficient in supporting Microsoft Office 365, (including, but not limited to), Microsoft Outlook, Word, Excel, PowerPoint, OneNote, Skype, OneDrive, Teams, and Zoom.
  • Candidate must have demonstrated experience using incident logging and ticket tracking systems such as ServiceNow (preferred), Remedy, or Cherwell. Knowledge and understanding of IT Service Management, Customer Service, and Service Level Agreements (SLA).
  • Candidate must possess and practice the following skills, excellent communications (verbal and written), analytical and problem solving, time management and organization, patience, and professionalism.
  • Candidate must have demonstrated ability to write clear and accurate technical and end-user Documentation and standard operating procedures.
  • Candidate must have experience in developing training materials and provide training to users with various skill levels.
  • Candidate must have broad knowledge of information technology hardware, software, concepts, and services to effectively provide guidance to customers when new requirements or alternative solutions are needed.
  • Candidate must have experience hosting effective virtual presentations and meetings, using collaboration tools including video calls, file sharing, and white boarding.
  • Candidate must have demonstrated experience using incident logging and ticket tracking systems such as ServiceNow. Knowledge and understanding of IT Service Management, Customer Service, and Service Level Agreements (SLA).
  • Required Certifications: CompTIA A+; Apple Certified MacOS Technician (ACMT); ITIL 4 (or ability to obtain ITIL4 certification within 6 months of joining)
  • Desired (1 or more): CompTIA Security+; Microsoft Office Specialist: Microsoft Office 2016; Microsoft Office Specialist: Associate (Office 365 and Office 2019); Apple Certified Support Professional (ACSP); Apple Certified iOS Technician (ACiT); JAMF Pro Certified Tech/Admin; HDI-CSR; HDI-SCA; HDI-DAST; HDI-TSPS; or other industry-recognized certifications appropriate to the requirement are desirable.
  • Federal customer experience supporting HHS, preferably NIH desired.

Compensation and Benefits

The projected compensation range for this position is $138,325 to $171,925 per year benchmarked in the Washington, D.C. metropolitan area. The salary range provided is a good faith estimate representative of all experience levels. Salary at LCG is determined by various factors, including but not limited to role, location, the combination of education/training, knowledge, skills, competencies, certifications, and work experience.

LCG offers a competitive, comprehensive benefits package which includes health insurance options (medical, dental, vision), life and disability insurance, retirement plan contributions, as well as paid leave, federal holidays, professional development, and lifestyle benefits.

Devoted to Fair and Inclusive Practices

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law.

If you are interested in applying for employment with LCG and need special assistance or an accommodation to apply for a posted position, contact our Human Resources department by email at hr@lcginc.com.

Securing Your Data

Beware of fraudulent job offers using LCG's name. LCG will never request payment-related details or advancement of money during the application process. Legitimate communication will only come from lcginc.com or system@hirebridgemail.com emails, not free commercial services like Gmail or WhatsApp. If you receive suspicious emails asking for payment or personal information, contact us immediately at hr@lcginc.com.

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.