Help Desk Project Manager

Job DescriptionJob Description Help Desk Project Manager Responsibilities/Requirements: · On-site, 5 days a week at the client site in DC · Act as the team liaison between the service desk team and client stakeholders · Oversee, mentor, and lead the service desk team · Manage day-to-day operations and supervise the service desk team · Coordinate with the help desk manager and service desk specialists to manage the service request queue and ensure that · Ensure that all Service Desk tickets are triaged and correctly classified within fifteen minutes of their creation · All open Service Desk tickets are reviewed daily · Intake is completed on time, and tickets are assigned promptly · An established escalation path is followed, and issues are resolved on time · Ensure all processes are implemented, procedures followed, and SLAs conformed to · Comply with and incorporate ITSM industry standards · Program Manager ensures that all Service Desk tickets are triaged and correctly classified within fifteen minutes of their creation. This includes: · Assessing the priority and urgency of each ticket. · Assigning the appropriate category and sub-category to each ticket. · Work closely with the client and ensure a high level of customer satisfaction through efficient and effective support delivery. · Ensuring tickets are directed to the relevant department or personnel for resolution · Ensure all assets assigned to the Service Desk personnel are accounted for and accurate · Ensure the consumable asset stock count is accurate and reviewed every week · Budget management, including ensuring proper allocation of resources and cost-effective operations · Collaborate with other IT departments and stakeholders. Required: · Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field (equivalent Associate Degree accepted with additional 3 years of experience) · At least 5 to 7 years of IT service desk project management experience · Existing Moderate Background Investigation (MBI) or clearable · Authorization to permanently work in the United States without sponsorship. · Leadership skills and experience · Strong communication and interpersonal skills · Experience supporting federal government clients · Strong knowledge of ITIL frameworks. · Experience using ITSM tools (e.g., ServiceNow, BMC Remedy, Jira Service Desk). · Familiarity with Microsoft 365, Active Directory, remote desktop support, and standard enterprise tools. Nice to have: · PMP and/or ITIL certification Trillion is an equal opportunity employer. Applicants are considered for positions without regard to , , , , , , or any other category protected by applicable federal, state, or local law.

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