Tanaq Technical Services
Project Manager - Technical Support Services/Help Desk
Tanaq Technical Services, Washington, District of Columbia, us, 20022
Overview
Tanaq Technical Services (TTS) , a division of St. George Tanaq (SGT) Corporation, is an 8(a) Alaskan Native Small Business that delivers Enterprise Integrated Technology Solutions and Support Services to the Federal Government. TTS focuses on proactive strategies, efficient processes, and emerging technologies to deliver seamless, integrated services. To learn more, visit https://tanaq.com/tanaq-technical-services.
Description Role:
Project Manager to oversee the full lifecycle of Tier 1–3 Technology Support Services for a federal government customer, including day-to-day operations, staffing, escalation management, and contractor performance. Ensure seamless IT support delivery across the customer’s local, state, and nationwide offices. Coordinate with internal teams, external vendors, and contractors to maintain system performance, deliver customer service, and achieve operational efficiency.
Location & Travel:
Hybrid remote position based in Washington, DC with some onsite work. Estimated 25% annual travel within the U.S. Contingent on contract award.
Responsibilities
Program Oversight & Staff Management
– Manage all Tier 1–3 support personnel (approx. 30 contractors; up to 25 additional during transitions); ensure staffing levels and 24/7/365 coverage; plan escalations and resource allocation; augment staffing with SMEs as needed; supervise contractor performance and ensure quality standards.
Operational Management
– Oversee Tier 1 Help Desk operations via phone, live chat, remote tools, and on-site visits; supervise Tier 2 and 3 support including executive-level assistance, device deployment, MDM, endpoint support, and software/hardware troubleshooting; monitor delivery metrics, SLAs, and KPIs; maintain knowledge resources and user guides.
Process & Methodology
– Apply ITIL and Agile methodologies; coordinate with internal IT groups and external vendors to resolve issues and implement improvements; utilize automation and tools (PowerShell, Power BI, ServiceNow, Jira) to streamline maintenance, reporting, and escalation.
Customer Engagement & Communication
– Serve as primary point of contact for executive leadership; communicate updates and system changes across offices; maintain feedback loops to improve service delivery and adoption of IT solutions.
Compliance & Security
– Maintain adherence to customer IT security policies, RBAC, and federal standards; ensure data integrity during support, provisioning, and migrations.
Additional Duties
– Participate in IT initiatives and special projects; provide input on upgrades, process improvements, and cost-saving strategies.
Qualifications
5+ years of project or program management experience supporting IT help desks or enterprise IT operations.
Experience managing multi-tier IT support teams in 24/7/365 Hybrid environments.
Strong understanding of ITIL, Agile, and service desk best practices.
Familiarity with tools: ServiceNow, Jira, PowerShell, Power BI, AirWatch, Intune, Jamf, BigFix.
Experience with device deployment, endpoint management, and enterprise software support.
Proven ability to manage staff augmentation, subcontractors, and partner networks.
Strong communication, leadership, and problem-solving skills.
Ability to pass required Federal background screening and obtain/maintain government clearance.
Must be legally authorized to work in the United States without sponsorship (now or in the future).
Preferred: Federal government IT operations experience; knowledge of NIST RMF, FISMA, or CMMC; experience in transition periods.
Education & Training
Bachelor’s degree in Computer Science, Information Technology, or related field required (Master’s preferred).
PMP or equivalent certification preferred (CAPM, Agile/Scrum).
Physical Requirements
Residence or daily commuting distance to Washington, DC.
Willingness to travel ~25% within the U.S.
Prolonged sitting and computer work; may lift up to 25 pounds occasionally.
Pay & Benefits Projected annual salary range: $118,278 – $194,876 USD. This is a good faith estimate; final pay depends on experience, skills, certifications, location, and contract provisions. Benefits may include healthcare (Medical, Dental, Vision), Life Insurance, Short/Long-Term Disability, 401(k), FSA, EAP, Education Reimbursement, Paid Time Off and Holidays.
Our Commitment to Non-Discrimination Tanaq Technical Services is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to disability, veteran status, or any other status protected by applicable federal, state, or local law. Tanaq complies with the Drug-free Workplace Act of 1988 and E-Verify. If you require a reasonable accommodation to complete the application process, please email accommodation@tanaq.com.
EEO Notice & AI For accessibility and fair hiring, information about candidate AI usage is provided as part of our notice on AI usage. If you require accommodations involving AI, contact us prior to your interview at accommodation@tanaq.com.
How to Apply To apply, visit the official recruitment page: https://recruiting.paylocity.com/Recruiting/Jobs/Details/3510254
#J-18808-Ljbffr
Tanaq Technical Services (TTS) , a division of St. George Tanaq (SGT) Corporation, is an 8(a) Alaskan Native Small Business that delivers Enterprise Integrated Technology Solutions and Support Services to the Federal Government. TTS focuses on proactive strategies, efficient processes, and emerging technologies to deliver seamless, integrated services. To learn more, visit https://tanaq.com/tanaq-technical-services.
Description Role:
Project Manager to oversee the full lifecycle of Tier 1–3 Technology Support Services for a federal government customer, including day-to-day operations, staffing, escalation management, and contractor performance. Ensure seamless IT support delivery across the customer’s local, state, and nationwide offices. Coordinate with internal teams, external vendors, and contractors to maintain system performance, deliver customer service, and achieve operational efficiency.
Location & Travel:
Hybrid remote position based in Washington, DC with some onsite work. Estimated 25% annual travel within the U.S. Contingent on contract award.
Responsibilities
Program Oversight & Staff Management
– Manage all Tier 1–3 support personnel (approx. 30 contractors; up to 25 additional during transitions); ensure staffing levels and 24/7/365 coverage; plan escalations and resource allocation; augment staffing with SMEs as needed; supervise contractor performance and ensure quality standards.
Operational Management
– Oversee Tier 1 Help Desk operations via phone, live chat, remote tools, and on-site visits; supervise Tier 2 and 3 support including executive-level assistance, device deployment, MDM, endpoint support, and software/hardware troubleshooting; monitor delivery metrics, SLAs, and KPIs; maintain knowledge resources and user guides.
Process & Methodology
– Apply ITIL and Agile methodologies; coordinate with internal IT groups and external vendors to resolve issues and implement improvements; utilize automation and tools (PowerShell, Power BI, ServiceNow, Jira) to streamline maintenance, reporting, and escalation.
Customer Engagement & Communication
– Serve as primary point of contact for executive leadership; communicate updates and system changes across offices; maintain feedback loops to improve service delivery and adoption of IT solutions.
Compliance & Security
– Maintain adherence to customer IT security policies, RBAC, and federal standards; ensure data integrity during support, provisioning, and migrations.
Additional Duties
– Participate in IT initiatives and special projects; provide input on upgrades, process improvements, and cost-saving strategies.
Qualifications
5+ years of project or program management experience supporting IT help desks or enterprise IT operations.
Experience managing multi-tier IT support teams in 24/7/365 Hybrid environments.
Strong understanding of ITIL, Agile, and service desk best practices.
Familiarity with tools: ServiceNow, Jira, PowerShell, Power BI, AirWatch, Intune, Jamf, BigFix.
Experience with device deployment, endpoint management, and enterprise software support.
Proven ability to manage staff augmentation, subcontractors, and partner networks.
Strong communication, leadership, and problem-solving skills.
Ability to pass required Federal background screening and obtain/maintain government clearance.
Must be legally authorized to work in the United States without sponsorship (now or in the future).
Preferred: Federal government IT operations experience; knowledge of NIST RMF, FISMA, or CMMC; experience in transition periods.
Education & Training
Bachelor’s degree in Computer Science, Information Technology, or related field required (Master’s preferred).
PMP or equivalent certification preferred (CAPM, Agile/Scrum).
Physical Requirements
Residence or daily commuting distance to Washington, DC.
Willingness to travel ~25% within the U.S.
Prolonged sitting and computer work; may lift up to 25 pounds occasionally.
Pay & Benefits Projected annual salary range: $118,278 – $194,876 USD. This is a good faith estimate; final pay depends on experience, skills, certifications, location, and contract provisions. Benefits may include healthcare (Medical, Dental, Vision), Life Insurance, Short/Long-Term Disability, 401(k), FSA, EAP, Education Reimbursement, Paid Time Off and Holidays.
Our Commitment to Non-Discrimination Tanaq Technical Services is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to disability, veteran status, or any other status protected by applicable federal, state, or local law. Tanaq complies with the Drug-free Workplace Act of 1988 and E-Verify. If you require a reasonable accommodation to complete the application process, please email accommodation@tanaq.com.
EEO Notice & AI For accessibility and fair hiring, information about candidate AI usage is provided as part of our notice on AI usage. If you require accommodations involving AI, contact us prior to your interview at accommodation@tanaq.com.
How to Apply To apply, visit the official recruitment page: https://recruiting.paylocity.com/Recruiting/Jobs/Details/3510254
#J-18808-Ljbffr