IT Project Manager

Description

MSM Technology LLC is an award-winning IT services company with 22+ years of experience in supporting advanced technology solutions across various sectors including Defense, Homeland, Health, Civilian, and Commercial.

Key responsibilities

• Serve as the main point of contact for managing all aspects of Federal contract performance and personnel.
• Direct all IT support services, ensuring execution aligns with ITIL best practices and all contractual requirements.
• Drive continual service improvement (CSI) initiatives to optimize service delivery and manage the full service lifecycle.
• Develop, implement, and maintain operational documentation, including SOPs, transition plans, and knowledge management artifacts.
• Manage all contract-level planning and reporting, including the Staffing Plan and Monthly Status Reports.
• Lead collaboration efforts with enterprise service desks and other vendors to ensure seamless service integration.
• Ensure all contractual Service Level Agreements (SLAs) and performance metrics are achieved or exceeded.
• Provide guidance and support for complex or escalated technical issues.
• Lead service management processes aligned with ITIL and ISO 20000 best practices.
• Monitor service performance metrics and identify opportunities for operational improvements.
• Collaborate with EPA stakeholders, engineers, and other service providers to ensure seamless service delivery.

Requirements

• Education: Bachelor’s degree in information technology, Business, or related field, or equivalent experience.
• Experience: Minimum 5 years of experience managing IT Support Services and Help Desk contracts of similar scope and complexity.
• ITIL: Demonstrated understanding of ITIL principles and practical application.
• Leadership: Proven ability to manage teams of IT professionals supporting a large and mobile/remote workforce, in an enterprise setting.
• Service Level Management: Direct experience establishing processes, defining service level objectives, and managing performance against SLAs.
• Federal IT Support requirements and standards experience.
• Federal Security: Strong familiarity with Federal IT security requirements and standards.
• Quality: Direct experience establishing processes, defining service level objectives, and managing performance against SLAs.

Preferred skills

• ServiceNow experience.
• Active ITILv3, 4, or 5 Certification.
• PMP or equivalent project management certification.