Help Desk Project Manager

Job Description

• Job Title: Help Desk Project Manager

**Job Summary:**

The Department of Transportation (DOT) is seeking a skilled and motivated Help Desk Project Manager to oversee our helpdesk operations, ensuring effective IT support for internal staff and external stakeholders. The ideal candidate will have a strong technical background, excellent leadership skills, and a commitment to providing exceptional customer service in a fast-paced government environment. This role is critical to maintaining the productivity of DOT operations through efficient problem resolution and technical assistance.

**Key Responsibilities:**

• **Leadership and Management:**
• Ensure high levels of performance and ongoing professional development.
• Develop and implement helpdesk policies and procedures to enhance service delivery and operational efficiency.
• Conduct regular team meetings to discuss issues, prioritize tasks, and facilitate communication.
• **Customer Support:**
• Serve as the primary point of contact for escalated technical issues and emergencies, resolving high-level queries promptly.
• Ensure exceptional customer support experience by establishing service level agreements (SLAs) and monitoring performance against those benchmarks.
• Gather feedback from users to improve service quality and response times.
• **Technical Oversight:**
• Ensure timely resolution of incidents and requests.
• Collaborate with IT teams to diagnose and troubleshoot hardware, software, and connectivity issues.
• Maintain documentation for all support activities, including knowledge base articles, manuals, and training materials.
• **Reporting and Analysis:**
• Generate regular reports on helpdesk performance metrics, encompassing response times, ticket resolution rates, and user satisfaction.
• Analyze helpdesk data to identify trends, recurring issues, and opportunities for improvement, presenting insights to senior management.
• **Project Management:**
• Participate in the planning and execution of IT projects, ensuring impacts on helpdesk operations are managed effectively.
• Assist in the rollout of new technologies, systems, or services, coordinating support and training for users.
• **Vendor Management:**
• Liaise with third-party vendors and service providers to troubleshoot and resolve complex problems outside the scope of internal support.
• Manage relationships with software and hardware suppliers to ensure timely service and support.

**Qualifications:**

• Bachelor s degree in Information Technology, Computer Science, or a related field; relevant certifications (e.g., CompTIA A+, MCP) are a plus.
• Required: PMP or ITIL certification
• Minimum of 7 years of experience in IT support or helpdesk management, preferably in a government environment.
• Proven experience in managing a team and delivering high-quality customer service.
• Strong technical knowledge of desktop operating systems, software applications, networking concepts, and helpdesk ticketing systems.
• Excellent interpersonal, communication, and problem-solving skills.
• Experience with Windows 11, imaging, and re-imaging processes.

**Preferred Skills:**

• Familiarity with government regulations and standards relevant to IT operations.
• Experience with project management methodologies and tools.
• Understanding of cybersecurity principles and best practices.

Required: Must be able to pass a Public Trust background check.

Company Description
Goldman Edwards is a leader in the application of systems engineering across a wide array of large-scale system development and mission critical programs used by government and industry. We provide world-class talent, proven management, and technical processes to manage the most complex projects—from concept through deployment.

Goldman Edwards is a leader in the application of systems engineering across a wide array of large-scale system development and mission critical programs used by government and industry. We provide world-class talent, proven management, and technical processes to manage the most complex projects—from concept through deployment.