Enterprise Service Desk Deputy Project Manager

Who we are:

Makpar is a team of innovators and consultants deploying cutting edge technologies for the federal government. We help our clients achieve their business and operational goals by solving complex problems through experience and intellect and build sustainable solutions that last. If you are driven and looking to tackle complex and critical client challenges, Makpar can provide a dynamic, mission focused, and rewarding environment for your professional growth.

Our service offerings include Cybersecurity, Cloud Migration, IT Project Management, Agile Transformation, DevSecOps, Identity, Credential, and Access Management (ICAM), and Health IT. We are proud to be a Great Place to Work™ certified four years in a row. Recent awards include Fortune Top 100 Small Place to Work, Inc 5000, and Inc Best in Business. In 2019, we were awarded the SBA Subcontractor of the Year Award (Region 3) for our program management and Agile development work at the IRS. 

Position Title:  

Enterprise Service Desk Deputy Project Manager

The Position: 

Makpar has an exciting opportunity for a Deputy Project Manager with Quality Account Management experience preferred, to join our growing team. This role effectively supports an Enterprise Service Desk (ESD) for a federal client. Ideal candidates will be experienced as a strategic quality improvement expert, and located around the Washington, DC/DMV area for the hybrid role.

• The Deputy Project Manager ESD will provide oversight and management of the federal contract in three key areas: Managing a Team of Federal Contractors, Continual Service Improvement, Quality Control, and Data Analysis.
• Responsible for assuring consistent quality of services, products and solutions provided by the OCIO. This oversight includes:
• o A strategic view of a large Enterprise Service Desk
• o Contributing information and analysis to strategic plans and reviews
• o Preparing and completing action plans; implementing production, productivity, quality, and customer-service standards
• o Identifying and resolving problems; completing audits; determining system improvements including SLA review and analysis, and experience recommending modifications to SLAs, according to client priority and industry standard
• o Manage help desk agents, including Tier 1 and 2 technicians
• o Helping to implement change to move federal agency closer to best-in-federal-service.
• o Customer meetings and negotiations, employee management including performance evaluation and training, monthly deliverables, contract / scope assessment
• o Demonstration in leadership role on 75 FTE program
• Continuously strive to improve understanding of project requirements, processes and deliverables required to contribute to successful project delivery.
• Investigate and analyze issues to root cause and propose the fix, verify and validate the final solution.
• Onsite work up to 5 days a week every 2-week pay period (Washington DC Federal Building)

• A Bachelor's Degree in Information Systems, Computer Science, Engineering, Business, or related field
• 5 years of proven experience as a quality assurance manager or related role
• Detailed understanding of Tier 1 and Tier 2 work, utilize ITIL v4 Foundations and ITIL v4 Practice Manager per Required Qualification section
• Proven quality improvement, experience utilizing Root Cause Analysis, 5-Whys, Fishbone, etc.
• Successful professional experience working in roles such as continual service improvement, quality control and design, or data analysis
• Understanding of ServiceNow reporting including workforce management modules
• Understanding of Service Desks
• Ability to build Forms and workflows using Microsoft PowerApps
• Excellent writing and verbal communication skills, and ability to create substantial relevant project documentation based on client requirements
• Thorough knowledge of methodologies of quality assurance and standards
• Excellent numerical skills and understanding of data analysis/statistical method
• Candidates must be a US Citizen or a Legal Permanent Resident (Green Card status) for 3 years and be Federal Tax compliant.

• Project Management Professional (PMP) certification
• ITIL 4 Foundation; or ITIL 3 Foundation and must upgrade to ITIL 4 Foundation within 1-month of contract award
• At least 1 Quality Assurance certification (e.g., American Society for Quality, Six Sigma Black Belt, Lean Six Sigma Black Belt, or similar)

Benefits:

At Makpar Corporation we understand that we all need to balance work and life – that is why we have a great benefits package, excellent training and career development opportunities, flexible work schedules along with a generous compensation package. At Makpar, we believe in keeping our employees happy, healthy and engaged. We pride ourselves in providing outstanding benefits, creating environments where employees are encouraged to be themselves, collaborate, and be inquisitive in order to achieve goals.

Start your career today and be a part of something meaningful!

Makpar is an Equal Opportunity / Affirmative Action employer.