Project Manager - Managed Help Desk / IT Service Desk & Deskside Support

Job Description

PROJECT MANAGER - MANAGED HELP DESK / IT SERVICE DESK & DESKSIDE SUPPORT

MANDATORY

demonstrated responsibility for managing Help Desk/IT Service Desk projects and their personnel, client delivery, and SLA performance.

Preferred

Minimum 10 years of overall professional experience.

• Lead overall contract execution and delivery of Tier 1 Service Desk and Tier 2 Deskside Support services, including Enterprise and specialized human-services/eligibility support teams.
• Serve as primary client contact for contractual, operational, and performance matters; lead governance meetings, service reviews, status briefings, and escalations.
• Develop and maintain project and staffing plans, risk/issue logs, service-delivery controls, and continuous-improvement actions.
• Directly oversee the 52-position staffing ramp (within 30 calendar days), ongoing staffing compliance (at least 85%), critical-role continuity, recruiting pipeline, screening, onboarding, training, and replacement coordination with designated managers.
• Monitor and manage service SLAs and metrics, including answer speed/response targets, average handle time, first-contact resolution, customer satisfaction, call abandonment, and personnel compliance; address deficiencies and coordinate corrective-action plans.
• Ensure accurate, timely transition, staffing, performance, meeting, timekeeping, invoice, and compliance deliverables in coordination with Transition, Hiring, and Invoicing Managers.
• Manage service escalations, risks, changes, personnel transitions, continuity issues, and equipment/accountability concerns under client governance and security requirements.
• Support transition readiness, client-approved operating milestones, and other duties necessary for successful Help Desk and Deskside contract performance.

Skill set info

REQUIRED

prior accountable leadership of managed Help Desk/IT Service Desk projects (not merely help desk agent experience). Ability to manage Tier 1 service desk and Tier 2 deskside delivery; client/account governance; multi-team staffing ramp and continuity; SLAs and help desk KPIs (ASA/answer speed, AHT, FCR, CSAT, abandonment); performance reporting; risk/issue/change management; escalations, corrective actions; workforce security and training coordination. Preferred 10+ years total experience;

Education

Any Bachelors

Certifications (if required)

Not mandatory

Documentation Required for submission

Current, accurate resume documenting 10+ years of professional experience and direct management of Help Desk/IT Service Desk projects; key personnel profile detailing project roles, responsibilities, comparable service-delivery experience, and availability for required in-person client meetings.

Work Hours

No fixed hours specified; availability required for transition, service governance, performance reviews, and client escalations.

Account Manager Name (Proposal Team)

Work authorization required

USC/GC/EAD/H1 also

Relocation is accepted

No

Remote work

No

Additional Notes if any

We require best possible candidate at minimum possible rate

On shore/Offshore

Ceiling price/floor price

Full time /Part time