Senior IT Project 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)
- Certifications: 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
Benefits
- Health insurance
- 401(k) plans
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
IT service desk managementincident managementchange managementticket resolution workflowsSLA-driven operations
Soft skills
team managementcustomer relationship managementstakeholder engagementcross-functional collaborationperformance monitoringprocess optimization
Certifications
ITIL 4HDI Support Center Manager