Service Desk Technical Project Lead

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The Service Desk Technical Project Lead is responsible for leading and coordinating projects that are focused on enhancing the capabilities and effectiveness of the federal help desk organization. This role serves as the central point of communication and collaboration between the technical teams (e.g., infrastructure, software, IT operations) and the service desk, ensuring the help desk is prepared to provide seamless support throughout the lifecycle of key IT initiatives.

• Manage standalone projects and initiatives that are specifically aimed at improving the help desk's ability to support end-users, such as implementing new tools, optimizing workflows, or enhancing training.
• Facilitate effective communication and knowledge transfer between technical teams and the service desk to prepare the help desk for upcoming IT project deployments.
• Coordinate with the communications team to ensure timely and effective end-user notifications, FAQs, and self-help resources are available during project rollouts.
• Monitor the performance of the help desk during project implementations and recommend adjustments to staffing, workflows, and support processes as needed.
• Identify and resolve issues or gaps that could impact the help desk's ability to provide effective support to end-users.
• Collaborate with project managers, technical leads, and service desk managers to align on priorities, dependencies, and go-live plans.
• Maintain detailed project documentation, status reports, and lessons learned to continuously improve the help desk's readiness and support capabilities.
• Demonstrate strong analytical and problem-solving skills to synthesize complex data and translate technical requirements into actionable solutions for the help desk.
• Foster a user-centric mindset, ensuring the needs and experiences of end-users are considered throughout the project lifecycle.

• 5+ years of experience in IT project management, with a focus on help desk and user support initiatives
• Strong understanding of IT service management principles and ITIL frameworks
• Excellent communication and collaboration skills to work effectively with technical and non-technical teams
• Ability to quickly learn new technologies and translate complex technical information for end-user support
• Proven track record of identifying and resolving issues to ensure successful project implementations
• Familiarity with common IT projects in a federal government environment (e.g., infrastructure upgrades, application migrations, IT service transitions)
• Experience in user research methodologies and translating user needs into service delivery improvements
• Familiarity with change management principles and their application in IT projects
• Must be local to DC and willing to be onsite in DC 2-3 days per week

$90,400 — $147,200 USD

We accept applications on an on-going basis and there is no fixed Final date to receive applications.

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