Project Manager / Help Desk Lead

Project Manager / Help Desk Lead
Position Project Manager / Help Desk Lead
Employment type Full-time, W-2
Location Hybrid: primarily remote, with occasional on-site work in Lanham, MD
Schedule Monday Friday, 8:00 AM 5:00 PM ET; extended hours during August September fiscal year-end
VISA: with atleast three years of residency

Position Overview
We are seeking an experienced Project Manager / Help Desk Lead to run a centralized help desk for a federal agency s core financial system.

The system is built on SAP ERP Central Component (ECC), Business Warehouse (BW), and SAP Portal, with OneStream for budget planning.
You will be the single point of accountability for help desk delivery.

You will lead daily operations, manage the team, and serve as the primary contact for the Government program office.

You will also lead contract transition-in and, later, transition-out.
Key Responsibilities
Contract management: Lead the post-award orientation briefing and day-to-day contract management.
Transition-in: Build and execute a 60-day Ramp-up Plan in MS Project; deliver weekly status reports and attend stakeholder meetings.
Help desk operations: Oversee intake, triage, and resolution of calls, emails, and Teams requests. Keep ticket ownership through closure.
Ticketing and escalation: Ensure all inquiries are captured in ServiceNow (IRWorks) with complete detail. Escalate defects to the O&M team through Jira.
Peak support: Plan staffing for month-end, fiscal year-end close, and year start-up, including extended August September hours.
Metrics and reporting: Deliver monthly reports on call and email volume, queue status, problem trends, priority 1 and 2 outages, and customer satisfaction.
Knowledge management: Govern knowledge-base articles, SharePoint content, alerts, release notes, and training notices.
Release and audit support: Coordinate user acceptance testing of new releases. Support internal and external audit data calls.
Quality: Maintain the Quality Control Plan and lead continuous service improvement.
Security: Ensure staff complete and maintain background investigations and protect sensitive information.
Transition-out: Develop and execute the Knowledge Transfer Plan at contract end.
Required Qualifications
Bachelor s degree in Information Technology, Business, Accounting, or a related field. Four additional years of relevant experience may substitute for the degree.
8+ years of IT service desk or application support experience.
5+ years leading a service desk or help desk team.
3+ years supporting a federal agency, preferably on a financial or ERP system.
Hands-on experience with ServiceNow, Jira, and an Automatic Call Distribution system (Cisco preferred).
Proficiency with MS Project, Word, Excel, PowerPoint, Visio, and Outlook.
PMP or ITIL 4 Foundation certification.
Strong written and verbal communication skills with Government stakeholders.
Ability to obtain and maintain a federal background investigation.
Preferred Qualifications
Functional knowledge of SAP ECC (FI/CO, MM/SRM), BW, or SAP Portal.
Experience with OneStream or federal budget execution.
Experience supporting federal fiscal year-end close.
Both PMP and ITIL 4 certifications.
Experience creating Section 508 compliant documentation.