Project Manager

Summary The Project Manager will supervise and oversee the performance of a team of help desk technicians while also providing expert advice and support services in IT at The United States Military Academy (USMA) at West Point. The Project Manager is responsible for answering queries and addressing system and user issues in a timely and professional manner in addition to managing Lead and Jr. level help desk technicians. Responsibilities Receive customer help desk phone calls and service requests for support. Offer technical assistance on the delivery, configuration, set-up, maintenance, and troubleshooting of computer systems, hardware, and software. Provide direct production support services for application users by responding to operational problems that are funneled to the team via helpdesk tickets. Implement incident management processes. Provide daily, weekly, monthly, and quarterly incident management reports and status reports. Create schedule for help desk technicians. Manage all help desk technicians. Capability of conducting training sessions with individuals and groups on the various hardware, operating systems, and software solutions in place. Responsible for maintaining FAQs for questions or queries from users and an SOP for common issues encountered during the support process with detailed analysis and resolution steps. Assist with authoring and editing knowledge base articles to be reviewed and published in the Knowledge Management Database Evaluate and provide feedback on the performance of Tier 0 – Tier 2 Help Desk Technician(s). Other duties as assigned Qualifications Associate degree and 3+ years relevant experience. CompTIA Security + certificate required. Background check required. The position requires a COVID vaccination or an approved accommodation/exemption for a disability/medical condition or religious belief. Knowledge, Skills and Abilities Experience with Agile and/or federal software development environments preferred Ability to work independently and yet be effective within a team setting Must be capable of managing multiple efforts with time related constraints in a fast-paced contracting environment Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others Excellent Microsoft Office skills (Word, Excel, and other applications) Ability to train end users on frequently asked technical issues Ability to provide technical assistance and support over the phone Good phone skills, professional demeanor, and previous customer service experience strongly desired Good problem-solving skills with the ability to visualize a problem or situation and think abstractly to solve it
Chenega Systems, LLC