End User Project Manager

Position Overview

The BPA Call Project Manager provides overall leadership and management for the End User Computing (EUC) BPA Call, overseeing service delivery across Call-Wide Responsibilities, End User Management and Deployment, and Help Desk Services.

Call-Wide Responsibilities

• Lead all operational, technical, financial, and administrative activities supporting the BPA Call.
• Serve as the primary point of contact for the COR and provide executive-level status, performance, and risk reporting.
• Direct transition activities, workforce management, and project execution to ensure uninterrupted service delivery.
• Ensure compliance with ITIL v4 practices, Service Level Requirements (SLRs), and NRC operational policies.

End User Management and Deployment

• Oversee service delivery across Call Center, Deskside Services, Deployment, Asset Management, and End User Support functions.
• Drive continual service improvement through process optimization, operational efficiencies, and customer experience initiatives.

Key Responsibilities

• Lead all operational, technical, financial, and administrative activities supporting the BPA Call.
• Serve as the primary point of contact for the COR and provide executive-level status, performance, and risk reporting.
• Direct transition activities, workforce management, and project execution to ensure uninterrupted service delivery.
• Ensure compliance with ITIL v4 practices, Service Level Requirements (SLRs), and NRC operational policies.
• Oversee service delivery across Call Center, Deskside Services, Deployment, Asset Management, and End User Support functions.
• Drive continual service improvement through process optimization, operational efficiencies, and customer experience initiatives.

Required Qualifications

• Bachelor's degree in Information Technology, Business, or a related field.
• ITIL v4 Foundation certification; PMP certification preferred.
• Minimum eight (8) years managing large Federal IT operations or End User Computing programs.
• Experience leading enterprise Service Desk, Deskside Support, and ITSM service delivery organizations.
• Demonstrated success managing transition, performance metrics, and customer satisfaction on mission-critical Federal contracts.
• Strong leadership, communication, and stakeholder management skills.

Key Competencies

• IT Service Management (ITIL) Program & Project Leadership
• Service Delivery Management
• Customer Experience (CX)
• Risk & Performance Management
• Continuous Service Improvement

Benefits

• Security Clearance: Top Secret Clearance
• ActioNet is a CMMI-DEV Level 4, CMMI-SVC Level 4, ISO 20000, ISO 27001, ISO 9001, HDI-certified, woman-owned IT Solutions Provider with strong qualifications and expertise in Agile Software Engineering, Cloud Solutions, Cyber Security, and IT Managed Services.
• We have a 98% customer retention rate.
• We are committed to making ActioNet a great place to work and continue to invest in our ActioNeters.
• We are committed to our customers by driving and sustaining Service Delivery Excellence.
• We are committed to our communities, helping others, and making the world a better place for our next generation.

What's in It For You?

• Commitment to Employees: We are committed to making ActioNet a great place to work and continue to invest in our ActioNeters.
• Commitment to Customers: We are committed to our customers by driving and sustaining Service Delivery Excellence.
• Commitment to Community: We are committed to giving back to our community, helping others, and making the world a better place for our next generation.
• We are proud to be named a Top Workplace for the eleventh year in a row (2014 - 2024).
• We offer a comprehensive benefits program including:
• Medical Insurance
• Vision Insurance
• Dental Insurance
• Life and AD&D Insurance
• 401(k) Savings Plan
• Education and Professional Training
• Flexible Spending Accounts (FSA)
• Employee Referral and Merit Recognition Programs
• Employee Assistance and Identity Theft Protection
• Paid Holidays: 11 per year
• Paid Time Off (PTO)
• Disability Insurance

Company

• ActioNet is a CMMI-DEV Level 4, CMMI-SVC Level 4, ISO 20000, ISO 27001, ISO 9001, HDI-certified, woman-owned IT Solutions Provider with strong qualifications and expertise in Agile Software Engineering, Cloud Solutions, Cyber Security, and IT Managed Services.
• We have a 98% customer retention rate.
• We are committed to making ActioNet a great place to work and continue to invest in our ActioNeters.
• We are committed to our customers by driving and sustaining Service Delivery Excellence.
• We are committed to our communities, helping others, and making the world a better place for our next generation.
• We are proud to be named a Top Workplace for the eleventh year in a row (2014 - 2024).