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.