Systems Plus, Inc.
1 day ago Be among the first 25 applicants
Candidates must be residents of DC, MD, or VA.
Daily Responsibilities:
Lead the operational execution of all Tier 1–3 support activities, ensuring SLA adherence, incident response efficiency, and cross-tier coordination.
Serve as the primary escalation point for executive and VIP users, ensuring rapid resolution and white-glove service for high-profile stakeholders.
Oversee staffing alignment, shift scheduling, and resource readiness across the service desk, field support, and remote teams.
Collaborate with Tier Leads and Priority Response Team members to ensure technical depth and consistent service quality.
Facilitate incident trend analysis and continuous service improvement initiatives in collaboration with QA/Compliance and BI/AI analysts.
Partner with the Program Manager to ensure staffing transitions, surge mobilization, and performance reviews are seamlessly executed.
Represent the contractor in daily or weekly operational status meetings with House stakeholders, providing updates on KPIs, team performance, and VIP issue resolution.
Required:
Education :
Bachelor’s degree or higher in a related field, or equivalent experience.
Certification
: ITIL v4 Experience : 5+ years of experience managing service delivery in a high-availability IT help desk support environment. Proven expertise in coordinating cross-functional technical teams and managing executive support services. Familiarity with ITIL-based operations, SLAs, and performance reporting in federal or legislative environments. Strong leadership, interpersonal, and communication skills, with the ability to represent contractor operations to senior government officials. Clearance : Security/background check Seniority level
Seniority level Mid-Senior level Employment type
Employment type Full-time Job function
Job function Management and Project Management Industries Business Consulting and Services and IT Services and IT Consulting Referrals increase your chances of interviewing at Systems Plus, Inc. by 2x Inferred from the description for this job
Medical insurance Vision insurance 401(k) Tuition assistance Disability insurance Paid maternity leave Child care support Get notified when a new job is posted. Sign in to set job alerts for “Service Project Manager” roles.
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: ITIL v4 Experience : 5+ years of experience managing service delivery in a high-availability IT help desk support environment. Proven expertise in coordinating cross-functional technical teams and managing executive support services. Familiarity with ITIL-based operations, SLAs, and performance reporting in federal or legislative environments. Strong leadership, interpersonal, and communication skills, with the ability to represent contractor operations to senior government officials. Clearance : Security/background check Seniority level
Seniority level Mid-Senior level Employment type
Employment type Full-time Job function
Job function Management and Project Management Industries Business Consulting and Services and IT Services and IT Consulting Referrals increase your chances of interviewing at Systems Plus, Inc. by 2x Inferred from the description for this job
Medical insurance Vision insurance 401(k) Tuition assistance Disability insurance Paid maternity leave Child care support Get notified when a new job is posted. Sign in to set job alerts for “Service Project Manager” roles.
Technical Project Manager - Manufacturing & Facilities
Indian Head, MD $100,000.00-$150,000.00 1 week ago Technical Program/Project Manager - Hybrid
Silver Spring, MD $101,383.00-$132,667.00 4 weeks ago Service Delivery Manager, Wireless Government Telecom
Rockville, MD $95,000.00-$116,000.00 4 days ago Bethesda, MD $100,000.00-$150,000.00 3 days ago Director of Project Management (Audio/Visual)
Washington, DC $120,000.00-$150,000.00 2 weeks ago Director of Project Management (Audio/Visual)
Baltimore, MD $120,000.00-$150,000.00 2 weeks ago Sr. Program Manager, EV In-Life Services, AMZL Field Support
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#J-18808-Ljbffr