Helpdesk / Operations Project Manager (PM)

Harmonia Holdings Group, LLC is an award-winning, rapidly growing federal government contractor committed to providing innovative, high-performing solutions to our government clients and focused on fostering a workplace that encourages growth, initiative, creativity, and employee satisfaction.  

Title: Helpdesk / Operations Project Manager (PM)

Location: Washington, D.C. (Onsite)

Terms: Full-time

Clearance: Top Secret (TS) with SCI eligibility

Travel: 0%

Description

We are seeking a Helpdesk / Operations Project Manager to lead mission-critical IT service delivery for a federal government customer in a highly secure environment. This role sits at the center of operational execution — ensuring essential systems, users, and mission partners receive responsive, reliable, and high-quality support.

If you are a proactive leader who thrives in structured yet fast-moving environments, understands the urgency of classified operations, and takes pride in driving measurable service excellence, this is an opportunity to make a visible impact.

Responsibilities: 

• Drive end-to-end service delivery, ensuring daily operations align with mission priorities, contractual performance standards, and high-availability requirements.
• Lead Helpdesk and service desk operations, overseeing ticket intake, triage, escalation, resolution, and continuous performance monitoring.
• Manage Task Order execution from kickoff through closeout, aligning scope, staffing, deliverables, schedules, performance reporting, and Federal compliance requirements.
• Serve as the primary interface to Government stakeholders, delivering executive-ready status reporting and operational briefings.
• Monitor SLAs/OLAs and operational performance, conduct trend analysis and root cause analysis, and proactively mitigate risks, issues, and performance gaps to protect mission outcomes.
• Lead staffing strategy, scheduling, and surge planning, coordinating across technical teams, mission partners, and contract leadership to ensure seamless, mission-critical support.
• Strengthen operational maturity and governance, refining SOPs, playbooks, knowledge management practices, and ensuring adherence to contract and security standards.

Requirements

• Active Top-Secret (TS) clearance with SCI eligibility.
• Bachelor’s degree from an accredited institution.
• 8+ years of experience managing IT operations and service delivery.
• Hands-on leadership of Helpdesk/service desk functions, workflow management, escalations, performance reporting, and Task Order execution (scope, schedule, deliverables, and change coordination).
• Relevant certifications, such as PMP, PMI-ACP (or equivalent project/product management credential).
• Security+ (or willingness to obtain, reimbursable).

 Desired

• Familiarity with ITIL or IT Service Management (incident, problem, change, service request processes).
• Experience supporting IC or DoD missions in classified environments.
• Demonstrated success managing SLAs/OLAs and continuous improvement initiatives.
• Experience supporting modern enterprise environments, including cloud platforms and DevSecOps-enabled organizations.

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Here at Harmonia we are pleased to have been repeatedly recognized for our outstanding work culture, the innovative work we do, and the employees on our team who make a difference each day.  Some of these recognitions include:  

• Recognized as a Top 20 "Best Place to Work in Virginia"
• Recipient of Department of Labor's HireVets Gold Medallion
• Great Place to Work Certification for five years running
• A Virginia Chamber of Commerce Fantastic 50 company
• A Northern Virginia Technology Council Tech 100 company 
• Inc. 5000 list of fastest growing companies for eleven years
• Two-time SBA SBIR Tibbett's Award winner
• Virginia Values Veterans (V3) Certification

We recognize that every bit of our success is the result of our teams of hard-working, motivated, and innovative professionals who are proud to call themselves part of the Harmonia family!   In addition to competitive compensation, a family-focused culture, and a dynamic, productive work environment, we offer all full-time employees a variety of benefits including, but not limited to

• Traditional and HSA- eligible medical insurance plans 
• 100% employer-paid dental and vision insurance options 
• 100% employer-sponsored STD, LTD, and life insurance
• 5% 401(k) company matching
• Flexible-schedules and teleworking options
• Paid holidays and PTO Accrual Plans
• Paid Parental Leave
• Professional development and career growth opportunities 
• Team and company-wide events, recognition, and appreciation-- and so much more! 

Check out our LinkedIn, Facebook, and Instagram to find out a little more about who we are and if we are the right next step for your career!   

Harmonia is an Equal Opportunity Employer providing equal employment opportunity to all employees and applicants for employment without regard to race, color, religion, national origin, age, gender, gender identity, sexual orientation, disability, or genetics. Harmonia does and will take affirmative action to employ and advance in employment individuals with disabilities and protected veterans.  To perform the above job successfully, an individual must possess the knowledge, skills, and abilities listed; meet the education and work experience required; and must be able to perform each essential duty and responsibility satisfactorily.  Other duties in addition to those listed may be assigned as necessary to meet business needs.  Reasonable accommodation will be made to enable an applicant with a disability to successfully apply for and/or perform the essential duties of the job.  If you are in need of an accommodation, please contact HR@harmonia.com.