Senior Information Technology Project Manager (ITSD Manager)

Senior Information Technology Project Manager (ITSD Manager)

Location: DMV (Fully On-site)

PRISM is seeking a Senior Information Technology Project Manager (ITSD Manager) to oversee the operations, performance, and strategic development of the Technical Operations Center (TOC) and Information Technology Service Desk (ITSD). This leadership role is responsible for managing incidents, driving continuous service improvements, and ensuring compliance with established Service Level Agreements (SLAs). The Senior ITSD Manager will serve as a senior-level subject matter expert, managing stakeholder relationships and fostering strong customer engagement while guiding IT service delivery teams.

Duties & Responsibilities
The Senior ITSD Manager will apply comprehensive technical and management expertise to:

• Team Leadership: Oversee TOC and ITSD teams, ensuring performance, growth, and professional development.
• Operational Management: Manage incidents and changes, ensuring timely and effective resolution.
• Workflow Optimization: Direct Call Center operations and ticket resolution workflows in accordance with established SLAs.
• Stakeholder Engagement: Foster strong customer relationships by managing internal and external stakeholder engagement.
• SLA Compliance: Monitor team performance against SLAs and implement improvements to enhance service delivery.
• Cross-Functional Collaboration: Lead collaboration with other service areas to align ITSD operations with organizational goals.
• Escalation Management: Serve as the primary escalation point for major incidents and ensure clear communication to executive leadership.
• Continuous Improvement: Identify opportunities for innovation and process optimization across the ITSD environment.

Qualifications

• Clearance/Suitability: Must be able to obtain and maintain a favorable suitability determination (Public Trust background investigation).
• Experience: 3+ years of experience managing Information Technology Service Desk operations.
• Education: Bachelor's degree in Computer Science, Information Technology, or a related field (5 years of equivalent professional experience may substitute for a degree).

• Certifications (Required): * ITIL 4 Foundation or higher.
  • HDI Support Center Manager (HDI_SCM) certification.
• Technical Knowledge: Expertise in IT service desk management, ticket resolution workflows, incident/change management, and SLA-driven operations.
• Core Skills: Strong leadership, team development, and customer relationship management skills; ability to lead high-impact assignments and deliver measurable performance outcomes.

• Preferred Experience: Experience supporting Federal government contracts or agencies