Senior Information Technology Project Manager – ITSD Manager
DecisionPoint Corporation
full-time
Posted on:
Location Type: Office
Location: Arlington • Virginia • 🇺🇸 United States
Visit company websiteJob Level
Senior
About the role
- Oversee TOC and ITSD teams, ensuring performance, growth, and professional development.
- Manage incidents and changes, ensuring timely and effective resolution.
- Direct Call Center operations and ticket resolution workflows in accordance with established SLAs.
- Foster strong customer relationships by managing internal and external stakeholder engagement.
- Monitor team performance against SLAs and implement improvements to enhance service delivery.
- Lead cross-functional collaboration with other service areas to align ITSD operations with organizational goals.
- Serve as the escalation point for major incidents and ensure communication to executive leadership.
- Identify opportunities for innovation and process optimization across the ITSD.
Requirements
- 3+ years managing Information Technology Service Desk operations
- Bachelor’s degree in Computer Science, Information Technology, or a related field (5 years of equivalent experience may substitute for a degree)
- ITIL 4 and HDI Support Center Manager (HDI_SCM) certifications required
- Expertise in IT service desk management, ticket resolution workflows, incident/change management, and SLA-driven operations
- Strong leadership, team development, and customer relationship management skills; ability to lead high-impact assignments and deliver measurable performance outcomes
- Federal experience (preferred)
Benefits
- Health insurance
- 401(k) retirement plan
- Paid time off
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
IT service desk managementticket resolution workflowsincident managementchange managementSLA-driven operations
Soft skills
leadershipteam developmentcustomer relationship managementcross-functional collaborationstakeholder engagement
Certifications
ITIL 4HDI Support Center Manager