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DecisionPoint Corporation · 1 week ago

Senior Information Technology Project Manager (ITSD Manager)

US-VA-Arlington

Full-time

Onsite

Mid, Senior Level

3+ years exp

DecisionPoint Corporation is seeking a Senior Information Technology Project Manager (ITSD Manager) to oversee the operations and strategic development of the Technical Operations Center and Information Technology Service Desk. This leadership role is responsible for managing incidents, driving continuous service improvements, and ensuring compliance with established Service Level Agreements while fostering strong customer engagement and managing stakeholder relationships.

ConsultingInformation ServicesInformation Technology

Comp. & Benefits

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Oversee TOC and ITSD teams, ensuring performance, growth, and professional development

Manage incidents and changes, ensuring timely and effective resolution

Direct Call Center operations and ticket resolution workflows in accordance with established SLAs

Foster strong customer relationships by managing internal and external stakeholder engagement

Monitor team performance against SLAs and implement improvements to enhance service delivery

Lead cross-functional collaboration with other service areas to align ITSD operations with organizational goals

Serve as the escalation point for major incidents and ensure communication to executive leadership

Identify opportunities for innovation and process optimization across the ITSD

Qualification

IT service desk managementIncident/change managementSLA-driven operationsITIL 4 certificationHDI Support Center ManagerTeam developmentCustomer relationship managementFederal experienceLeadership skills

Required

Must be able to obtain and maintain a favorable suitability determination (Public Trust background investigation)

3+ years managing Information Technology Service Desk operations

Bachelor's degree in Computer Science, Information Technology, or a related field (5 years of equivalent experience may substitute for a degree)

Certifications: ITIL 4 and HDI Support Center Manager (HDI_SCM) certifications required

Technical Knowledge: Expertise in IT service desk management, ticket resolution workflows, incident/change management, and SLA-driven operations

Skills: Strong leadership, team development, and customer relationship management skills; ability to lead high-impact assignments and deliver measurable performance outcomes

Preferred

Federal experience (preferred)

Company

DecisionPoint Corporation

DecisionPoint Corporation, a Service Disabled Veteran Owned Small Business (SDVOSB), is an innovation thought leader in the Defense and Federal communities.

Founded in 2011

Gaithersburg, Maryland, USA

51-200 employees