Service Desk Contract Manager

2 days ago


Silver Spring, Maryland, United States 3M Consultancy Full time
Job Title:
Service Desk Contract Manager

Location:
Silver Spring, MD (Remote Opportunity Available)

Duration:
Full-time.

The Position:
This role serves as the contract manager and is responsible for the overall contract performance. The Program Manager coordinates the work activity of management and technical personnel to execute multiple concurrent projects. This role enforces work standards, implements communication policies, and manages subordinates and subcontractor resources.

Key Responsibilities:
• Maintain overall programmatic responsibility of federal service desk contract.
• Organize, direct, and manage contract operation support functions involving multiple contract tasks.
• Formulate and review project feasibility studies and ensure conformance to work standards.
• Maintain and manage senior-level client/organizational interface.
• Ensure satisfactory performance of contract task areas.
• Plan staffing for surge due to seasonal fluctuations in processing.
• Manage staff schedules and delegate individual responsibilities, taking into account contact volume and headcount requirements.
• Conduct oral and written communications with all levels of management for planning and control of projects.
• Generate reports for staff productivity and performance metrics.
• Uphold a high standard of customer service through real-time monitoring and training to improve staff performance.

Requirements:
• Experience with federal health agency Service Desk (e.g., HHS, CMS, FDA, NIH) preferred.
• Minimum of bachelor's degree in a related field.
• PMP certification.
• ITIL v4 certification.
• Experience in service/help desk staffing forecasting on prior programs that accommodated surge/seasonal staffing.
• Significant experience in managing complex contracts, programs, and/or projects for an IT environment.
• Experience managing remote teams of 25+ personnel.

Candidates must be a US Citizen or a Legal Permanent Resident (Green Card status) for 3 years and be Federal Tax compliant.



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