Senior Information Technology Project Manager (ITSD Manager) at DecisionPoint | Cortek

Arlington, Virginia, United States -

Full Time

Start Date

Immediate

Expiry Date

01 Mar, 26

Salary

0.0

Posted On

01 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Team Development, Customer Relationship Management, IT Service Desk Management, Incident Management, Change Management, SLA Management, Continuous Service Improvement, Stakeholder Engagement, Call Center Operations, Ticket Resolution Workflows, Cross-Functional Collaboration, Innovation, Process Optimization, Technical Operations, Service Delivery

Industry

Information Technology & Services

Description

Overview DecisionPoint seeks a Senior Information Technology Project Manager (ITSD Manager) to oversee the operations, performance, and strategic development of the Technical Operations Center (TOC) and Information Technology Service Desk (ITSD). This leadership role is responsible for managing incidents, driving continuous service improvements, and ensuring compliance with established Service Level Agreements (SLAs). The Senior ITSD Manager will serve as a senior-level subject matter expert, managing stakeholder relationships and fostering strong customer engagement while guiding IT service delivery teams. This position is fully on-site in Arlington, VA. Duties & Responsibilities The Senior ITSD Manager will apply comprehensive technical and management expertise and will: 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. Qualifications 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. Federal experience (preferred). Our Equal Employment Opportunity Policy EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws. Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.

Responsibilities

The Senior ITSD Manager will oversee the operations and performance of the Technical Operations Center and Information Technology Service Desk. This role includes managing incidents, driving continuous service improvements, and ensuring compliance with Service Level Agreements.