**This position is contingent on contract award**
We are Skyward.That is, a love for people, for improvement, for human advancement through information technology. We are a people-centered business with a desire to serve others. We are diverse and unified; creative and collaborative; a collection of complementary, not competing talents. And though on the surface we remain relaxed, beneath, a torrent of energy links us to our civic tech mission.
We stand by our values, and we won't compromise on any of them.
Integrity: We're conscientious, intentional, and empathetic. Our words and actions align. That's our character. Please don't ask us to play another part, we're poor actors.   Compassionate: If we may borrow a quote from Theodore Roosevelt: "No one cares how much you know until they know how much you care." Because our team is thoughtful and supportive, caring deeply for each other, our clients, and our work, this comes naturally. Inquisitive: We remain students by failing openly and turning lessons into solutions.Unconventional: For us, life isn't what happens outside of work. Work happens inside of life and our culture erases the line often dividing the two.   Authentic: Made possible only because we embody the values listed above. We're relaxed and fun yet intensely curious and driven. Team members are placed with thought, care, and precision to ensure that Trust, Truth, and Transparency continue to represent our brand.
Because of that, we continue Onward, Upward, and Skyward.
We need a Service Desk Project Manager.Are you a pro at keeping IT running smoothly while managing all the moving parts? A master at juggling priorities, solving tech issues, and keeping customers happy? Well then, this is the role for you. Apply now and help us deliver top-notch support with a smile.
Come join us if you're motivated to learn from others, to learn from mistakes, to be part of a future-looking and growth-oriented team.
Let's go Skyward together.

What you'll do:

• Be on a team supporting the Centers for Medicare and Medicaid Services (CMS) with help desk and customer support services.
• Provide technical, administrative, and operational management to assigned projects or task(s).

• Participate in the development of technical project plans, reports, schedules, and administrative reporting.
• Demonstrate independent judgment while maintaining core relationships in a multi-contractor, government environment.
• Draft, publish, and maintain Standard Operating Procedures (SOPs) that describe the support process so that it's transparent to and repeatable by all team members.
• Identify, monitor, document, and close out risk and problem management, including risk register, root cause analysis, and after-action report documentation.
• Attend customer meetings and serve as client liaison.
• Coordinate development of project deliverables.
• Ensure quality assurance of project deliverables.

What we'd like you to have:

• Bachelor's degree and at least 2 years of experience planning and executing projects.
• Experience managing federal IT projects that includes professional support services.

• Agile certification (i.e., PMI-ACP, Certified Scrum Master, Certified Product Owner).
• Experience with one or more different agile methodologies, including Scrum, Lean, or SAFe.
• ITSM related certification (i.e., HDI Support Center Manager, ITIL v4).
• A desire and knack for running government and contractor meetings and presenting to stakeholders any program updates which includes risks, issues, deliverables, and project status.
• Collaborative spirit. You are known for your client relationship management skills and have led successful programs.
• Experience with ServiceNow, or an equivalent enterprise level ITSM ticketing solution, including ticket queues, automation, metrics, dashboards, service level agreements (SLAs), and customer satisfaction surveys.
• Experience managing tiered IT support teams including hiring, management, reviews, and performance of service desk agents.
• Experience managing call centers including Automatic Call Distribution (ACD) systems, call trees, call queues, and metrics reporting.

• Experience writing and maintaining Standard Operating Procedures (SOPs), knowledge base documentation, and communication templates.
• Experience creating status reports for government leadership including work performed, metrics from ACD and ITSM solutions, risks, project financials, and additional information as requested.

What would blow us away:

• Your entire experience has been supporting government agencies.
• You understand the Federal Acquisition Regulation (FAR)

Even if you don't meet 100% of the qualifications, we encourage you to apply. At Skyward, we're focused on hiring individuals with the right skills and passion to grow, not just checking off every box.

And now the important part. What we offer you:

• Medical, dental, vision insurance (fully paid for employees)
• 15 days of paid leave

• 7 days of sick leave
• 2 days bereavement leave
• 11 paid Federal holidays
• Up to 40 hours for jury duty

• 401K with 4% employer contribution (and no vesting period)
• Up to 4 weeks of paid paternity and maternity leave
• Company provided laptop
• $5,000 per year for professional development
• $600 per year for technical supplies and equipment
• $2,000 referral bonus
• Life and disability insurance
• HSA and FSA
• Legal Shield and ID Shield Voluntary Benefits
• Opportunity to work in a collaborative, motivated team focused on modernizing government services with cutting-edge technology and innovative solutions. Who says government work can't be exciting!

We know great work deserves great pay. That's why we ensure our compensation is not only competitive but also fair and transparent, as required by Maryland law. Expect a salary that matches your skills, experience, location, and the value you bring to the table -because you're worth it!At Skyward, we believe diverse teams are the key to innovation and success. We are committed to creating an inclusive and equitable environment where everyone, regardless of gender, race, ethnicity, sexual orientation, disability, or background, can thrive. We strongly encourage applications from women, people of color, veterans, individuals with disabilities, and members of the LGBTQ+ community. We support flexible working hours and remote opportunities to help maintain a healthy work-life balance for all employees, including caregivers and those with unique needs. Applicants must have the ability to obtain and maintain a Public Trust security clearance due to the nature of our work as a government contractor. Offers of employment with Skyward are contingent upon acceptable results of a background investigation.  PDN-9d296d2c-2fc2-49e5-b3fb-e984f5b3897c