Help Desk Project Manager

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 race, religion, gender, native origin, age, disability, or any other category protected by applicable federal, state, or local law.

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