Project Manager III

Empower AI is an AI solutions provider for government agencies, focused on enhancing workforce capabilities through advanced technologies. The Project Manager III will oversee the Advanced Technical Support team, ensuring effective service desk operations and driving continuous improvement in IT services.

Responsibilities:

• Oversees 9 subordinates with technical backgrounds in support of DIGIT 1.5 service desk mid tier team know as ATS
• Responsible for the management of operations of the Advanced Technical Support team
• Analyzes new and complex problems and creates innovative solutions that normally involve the technology, methodology, tools, and solution components
• Sets deadlines, assigns responsibilities, and monitors and summarizes Advanced Technical Support performance
• Prepares reports for upper management regarding statuses of incident and request performance
• Leads and directs the work of others
• Collaborates with other leads inside of the End User Services Portfolio, other DIGIT portfolio leads and government counterparts in support of GSA IT end user services
• Escalates issues to leads, federal counterparts, vendors and third-party entities, as necessary and directed by the Government
• Oversees queue management and escalation management to ensure that we follow standard operating procedure for related incidents
• Supports the maintenance of knowledge database to help improve and create better efficiencies with technical support
• Supports vulnerability mitigation for end users in support of GSA IT and XGEN security
• Provides annual feedback, performs disciplinary tasks and overall management of subordinates in support of DIGIT

Requirements:

• Public Trust Clearance by start date
• ITILv4 Foundation Training and ITILv4 Foundation Certification, may be obtained within 120 days after hire
• Applies fundamental concepts, processes, practices, and procedures on technical assignments
• Performs work that requires practical experience and training
• Plan, direct, or coordinate activities in such fields as electronic data processing, information systems, systems analysis, and computer programming
• Proven ability to work independently in a full and/or partial remote environment with limited supervision and may supervise/lead others
• Possess the ability to communicate in both oral and written forms, demonstrating an ability to communicate effectively with all levels of staff as well as clients
• Maintain standard working hours per the DIGIT contract and to be available for meetings, and other collaborative efforts during working hours
• Demonstrated ability to apply comprehensive knowledge across key tasks and high impact assignments with the ability to use practical experience and training to determine how to accomplish tasks
• 6-9 years of experience and a Bachelor's degree or equivalent
• Experience as a remote worker demonstrating time management and self-discipline with cultural change management and Agile mindset
• Ability to create and manage Service Now reports and queries to monitor ongoing problems, or measure level of effort with contract related items
• Elevated understanding of ServiceNow reporting, dashboard, and knowledge document creation
• Proficiency in the Google Suite (Gmail, Calendar, Chat, Meet, Docs, Slides, Sheets), Microsoft Office (Word, Excel, PowerPoint, Outlook), Slack, and ServiceNow
• Must be willing to work a variety of shifts, including holidays as scheduled