Project Manager

at  Centuria

Job Title: Project Manager
Location: Remote
Clearance: Public Trust
Program: Customer Service Support (CSS) Information Technology Service Desk (IT SERVICE DESK)
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.
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.

• 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