Project Manager, Client Services with Security Clearance

About the role

Titan Technologies is seeking a Project Manager to lead a multi-year statewide managed IT services engagement. The PM will own the day-to-day performance across Service Desk, Desktop Support, and IT Asset Management (ITAM) service lines, serving as the primary interface with the Client and directly accountable for meeting contractual Service Level Agreements.

Responsibilities

• Direct all aspects of contract performance across the Service Desk, Desktop Support, and IT Asset Management teams.
• Own the Problem Escalation Procedure (PEP).
• Manage the Work Order process from intake through execution.
• Monitor and ensure achievement of Service Level Agreements (SLA) and Key Performance Indicators (KPI).
• Oversee operational performance across Service Desk, Desktop Support, and ITAM.
• Coordinate with key Client stakeholders including the State Project Manager and Client project manager.
• Produce and deliver the full suite of operational reports.
• Oversee operations of a 24x7,365 Service Desk, managing the CCaaS platform, IVR/ACD system, ServiceNow ITSM integration, and all real-time performance dashboards.
• Oversee Desktop Support teams deployed across State agencies.
• Oversee ITAM operations including device refresh cycles, Windows imaging, domain join, data migration, asset inventory capture, and compliance with Client asset management policies.
• Support small business subcontracting goals.
• Ensure compliance with all applicable Client IT security policies and business standards.
• Manage escalation processes and ensure rapid resolution of issues.

Requirements

• 5+ years of project management experience, including 3+ years of hands-on IT Service Desk or IT Operations management experience.
• Demonstrated experience delivering IT services to government or commercial entities with at least 10,000 end users.
• Working knowledge of ITIL-based service management frameworks, ITSM, ITAM, and ITOM.
• Experience managing performance against quantitative SLA regimes, including response and resolution times, availability, CSAT, and first contact resolution targets.
• Proficiency with ServiceNow for incident management, service request tracking, knowledge management, and performance analytics.
• Strong verbal and written communication skills, with demonstrated ability to produce executive-level reports, root cause analyses, and escalation documentation on tight deadlines.
• Ability to pass a Level 2 background investigation.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field; Master’s degree or MBA preferred.

Skills

• Project Management Professional (PMP) certification from the Project Management Institute (PMI)
• ITIL Foundation certification or higher
• Experience managing industry-leading cloud-based Contact Center as a Service platforms and technologies
• Experience with CSDM, CMDB health, Discovery, Service Mapping, Event Management, or ITOM Visibility
• Experience with ServiceNow CSM, customer portals, case management, knowledge management, omnichannel support, and contact center integrations
• Experience with FedRAMP, CJIS, NIST 800-53, CMMC, Section 508, ITIL, ISO 20000, ISO 27001, or similar compliance frameworks

Benefits

• Competitive salary
• Health insurance
• Retirement plan
• Professional development opportunities

Pay

• $94,998 - $233,576 per year

Schedule

• Full-time