Application Service Desk Project Manager

About the Role

Key Responsibilities

• Oversee all operations of the Application Service Desk (ASD), coordinating closely with the Program Manager for ITSD to ensure program-wide alignment.
• Provide strategic and financial oversight, including P&L accountability, burn rate monitoring, budget controls, risk mitigation, opportunity analysis, performance reporting, governance, and compliance adherence.
• Maintain regular communication with clients, COR/ACOR, and key government stakeholders regarding operational concerns, staffing changes, and performance updates.
• Work closely with leadership to anticipate client needs and present proactive solutions that align with program goals.
• Attend and represent the program in headquarters meetings, fulfilling related deliverables and commitments.
• Conduct regular meetings with Subject Matter Experts (SMEs) and the Admin team to monitor application health, address concerns, and track progress.
• Monitor team chats to support agents when SMEs are unavailable and guide issue resolution.
• Review and ensure accuracy of SOPs and Knowledge Articles prior to client submission.
• Facilitate reporting efforts for monthly, bi-weekly, and IG audit requests; act as a backup presenter for client-facing data discussions.
• Maintain the staffing matrix, including LCAT alignment, subcontractor information, employee history, and role transitions.
• Provide guidance and drive improvements across QA and training practices.
• Collaborate with the Documentation Specialist to close documentation gaps and establish auditing schedules for SOPs, KAs, and SharePoint content.
• Identify performance trends and process deviations across applications to support continual service improvement.
• Facilitate onboarding/offboarding procedures in compliance with contract requirements and security protocols.
• Manage overall staffing process including job requisition creation, interviews, and onboarding support.
• Lead overall performance management of project staff and oversee team lead efforts.
• Oversee daily staff tasks, including personnel updates, attendance, modified hours, and team communication updates.
• Help maintain team calendars, vacation schedules, contact lists, phone rosters, and seating charts.
• Demonstrate foundational knowledge of supported applications and provide Tier-1 guidance.
• Understand and execute operations within Salesforce, including ticket resolution actions and dashboard management.
• Ensure team adherence to SLAs, including ticket volume, call duration, and customer experience metrics.

Requirements

• Bachelor's degree.
• Active Secret Clearance.
• 7-10 years of project management experience.
• At least three (3) years of experience in a contact center environment providing customer/user service and technical/end-user support for applications via multiple channels such as chat, phone, and email.
• Experience using a Help Desk ticketing system such as Salesforce or ServiceNow, with Salesforce strongly preferred.
• Demonstrated success in leading an organization through change, solving problems proactively, and holding staff accountable.
• Experience researching problems, analyzing trends, and distributing findings.
• Strong customer service, verbal and written communication skills, and troubleshooting skills.
• Ability to quickly learn complex business applications and assist end users.
• Experience developing Knowledge Base and related documentation.
• Experience in successfully mitigating project risks.

Nice to Have

• Amazon Lex and Amazon Connect experience.

Qualifications

• Bachelor's degree.
• Active Secret Clearance.

Benefits & Perks

• Medical, Dental & Vision Insurance.
• Flexible Spending Accounts.
• Short-Term and Long-Term Disability Insurance.
• Life Insurance.
• Paid Time Off & Holidays.
• Earned Bonuses & Awards.
• Professional Training Reimbursement.
• Paid Parking.