Project Manager
- Location
-
United States
Centuria
Job Description
Company/ Program Description: Centuria, a Service-Disabled Veteran-Owned Small Business (SDVOSB), has been delivering IT, Engineering, and Scientific solutions to the Federal Government since 2002. During our two decades of service we have earned the trust and respect of our government clients for the simple reason that we have great people who are experts in their fields and take pride and ownership in everything they do. The Washington Post has recognized Centuria Corporation as one of the top workplaces in the DC Metro area for 2024. This award celebrates nationally recognized companies that make the world a better place to work together by prioritizing a people-centered culture and giving employees a voice. The Top Workplaces USA award is based entirely on feedback from an employee engagement survey completed by the employees of participating workplaces. Centuria is honored to have been awarded this distinction.
Internal Revenue Service (IRS) Information Technology (IT) User & Network Services (UNS)/Customer Service Support (CSS) provides Information Technology Service Desk (IT SERVICE DESK) support to over 90,000 customers nationwide. The IT SERVICE DESK is the front door to all Information Technology services and requests, providing 24x7 service, 365 days of the year.
Job Responsibilities: •Receive instructions, guidance, and direction from the Government Task Manager (GTM), attend meetings and conference calls as necessary.•Proficient in applying, customer service and customer support principles and methods: systems installed in customer organizations; training methods; problem resolution databases; and troubleshooting and data analysis methods. •Proficient in the remote installation of primary and peripheral computer software and hardware.•Proficient in troubleshooting and resolving problems on, desktop computers, laptop computers and/or applications or software for customers.•Proficient in remote chat service delivery and knowledge of the capabilities and limitations of equipment configuration, operating systems, utility programs, software applications. •Knowledge of business operations as related to service desk environment and systems. •Technical skills to provide oversight and workload management for IT SERVICE DESK assigned Contractor resources.•Attend training, technical, procedural and security as requested by the IRS. Specialist may be required to temporarily change their TOD to attend training.•Participate in working sessions through IRS communication/ meeting tools or any online group collaborative tools available.•Activities involved in developing and maintaining:- policies-plans-procedures-processes-schedules-guidance material-standards•Providing feedback relating to knowledge articles and processes in the IRS asset management systems
Job Requirements: •3-5 years’ related experience in help desk operations or similar experience.•2 years’ experience providing tier 1 and 2 level support or similar experience.•2 years’ experience operating and managing incident management tools, specifically Service Now and eGain, or similar experience.•2 years’ experience of remote work including but not limited to installs, configurations, upgrades, troubleshooting or similar experience.•Proficiency of laptop and desktop computers and Operating Systems and hardware technologies and strong customer service skills, both orally and written.
Advice from our career coach
A successful applicant for the Project Manager position at Centuria should understand the company's dedication to delivering IT, engineering, and scientific solutions to the Federal Government, and the importance of maintaining a people-centered culture. To stand out as a candidate, it is essential to showcase expertise in customer service support, troubleshooting, and remote work. Here are some tips to help you shine as an applicant:
- Demonstrate a strong understanding of customer service and support principles, including problem resolution databases and troubleshooting methods.
- Showcase experience in remote installation of computer software and hardware, as well as resolving problems on desktop and laptop computers.
- Highlight your proficiency in operating incident management tools such as ServiceNow and eGain, emphasizing your experience in tier 1 and 2 level support.
- Emphasize your ability to provide oversight and workload management for IT Service Desk assigned contractor resources, showcasing your technical skills and business operations knowledge.
- Showcase your strong communication skills, both orally and written, and provide examples of your ability to provide excellent customer service.
- Provide specific examples of your experience in developing and maintaining policies, plans, procedures, and processes related to service desk environments and systems.
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About the job
Sep 9, 2024
Full-time
-
United States
