What are the responsibilities and job description for the Project Manager - Tier 2 Support position at Aptive?
Job Summary
Aptive is seeking a Project Manager to oversee IT support services for the Department of Veterans Affairs (VA). This role will provide leadership, operational oversight, and project coordination to ensure high-quality service delivery, compliance with VA policies, and continuous process improvement. The Project Manager will be responsible for managing help desk and desktop support operations, technical teams, and contract performance, ensuring that all deliverables meet contractual obligations. This position is onsite in Washington, DC.
The expected compensation at the time of requisition creation, is between $100,000 and $115,000. The position offers with medical, dental and vision coverage. Additional benefits such as 401K, disability insurance and PTO are provided as well.
Primary Responsibilities
- Lead and manage help desk and desktop support operations, including ticket resolution, Active Directory administration, Exchange/Office automation, and ServiceNow queue management.
- Ensure adherence to Service Level Agreements (SLAs) by tracking performance metrics and implementing process improvements.
- Provide program and personnel management, supervising IT support staff and ensuring optimal resource utilization.
- Develop and maintain the Contractor Project Management Plan (CPMP) to ensure efficient execution of contract tasks.
- Oversee reporting and documentation, ensuring timely submission of deliverables such as the Weekly Operational Progress Report, Monthly Lessons Learned Report, and Standard Operating Procedures (SOPs).
- Maintain stakeholder communication, liaising with VA leadership, end-users, and IT support teams to address issues and optimize service delivery.
- Manage onboarding and training of IT support personnel, ensuring compliance with VA security policies and technical requirements.
- Ensure budget compliance and contract performance, tracking project costs and maintaining financial accountability.
- Implement a continuous improvement framework, identifying areas for service enhancement and increasing IT support efficiency.
Minimum Qualifications
- Bachelor’s Degree in Information Technology, Project Management, Business Administration, or a related field.
- 5 years of experience managing IT service delivery projects, preferably within a government or VA environment.
- Experience with ITIL-based service management and overseeing help desk operations.
- Strong knowledge of Microsoft Exchange, Active Directory, and ServiceNow ticketing systems.
- Experience managing SLAs, performance metrics, and IT support teams.
- Experience with Problem Management.
- Proficiency in contract management and ensuring compliance with federal IT regulations.
- Ability to obtain and maintain public trust clearance.
Desired Qualifications
- Master’s Degree in IT Management, Business Administration, or a related field.
- Experience managing IT projects within the VA or federal government sector.
- ITIL v4 Certification preferred.
- HDI Certification preferred.
- Experience implementing process improvements and automation in IT service delivery.
- Strong communication and stakeholder engagement skills.
About Aptive
Aptive is a management consulting firm based in Alexandria, Virginia. With more than 500 employees across the U.S., we primarily support the federal government – more than a dozen agencies like Veterans Affairs, Transportation, Defense, Library of Commerce, Customs and Border Protection and the National Science Foundation. Our work focuses on applying creativity, technology and human-centered services to improve performance, bridge divides and elevate the lives of millions of people who count on government. services every day.
EEO Statement
Aptive is an equal opportunity employer. We consider all qualified applicants for employment without regard to race, color, national origin, religion, creed, sex, sexual orientation, gender identity, marital status, parental status, veteran status, age, disability, or any other protected class.
Veterans, members of the Reserve and National Guard, and transitioning active-duty service members are highly encouraged to apply.
Salary : $100,000 - $115,000
