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Help Desk Program Manager

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Date: Nov 27, 2022

Location: McLean, VA, US

Company: NTT DATA Services

Req ID: 207180 

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Help Desk Program Manager to join our team in McLean, Virginia (US-VA), United States (US).

NTT DATA is seeking a Help Desk Program Manager to support a key Federal client within our Public Sector practice. This senior-level IT leader is expected to provide the vision and strategy to manage the multiple technical disciplines to support large-scale end use compute services.

 

Our Help Desk Program Manager will manage day-to-day oversight of help desk support operations managing 100+ employees, including scheduling and training. Organizes, directs, and coordinates the planning and production of all contract support activities. Has demonstrated experience managing multiple projects and groups of personnel at multiple locations, prioritizing project deliverables including but not limited to inventory management, shipping logistics, and managing equipment warranties. Crafts and enforces a quality control program.

 

Responsibilities:

The Help Desk Program Manager is responsible for the management of a large-scale telehealth help desk in support of the Department of Veterans Affairs

  • Manages, directs, training, oversees and coordinates the activities of 100+ employees providing technical help desk support to telehealth products and tools
  • Responsible for identifying and meeting customer business objectives, leading team members, and working in a collaborative environment to ensure customer success
  • Ensure all projects have timelines and project teams have clear goals, objectives, and milestones
  • Effectively communicates operational status, critical path activity timing, resource requirements, and risks as appropriate
  • Ability to manage all company employees and subcontractors
  • Has demonstrated experience managing multiple projects and groups of personnel at multiple locations, prioritizing project deliverables including but not limited to inventory management, shipping logistics, and managing equipment warranties.
  • Meets all service level agreements and other performance standards
  • Ensures that effective collaboration and communication takes place across the team
  • Identifies and helps resolve resource constraints and/or conflicts that affect multiple tasks within the program
  • Establishes / complies with best practices and processes across program operations
  • Supports the continual implementation of process improvements
  • Conducts performance reviews, monitors productivity, and assesses quality of team personnel
  • Reviews operational data and develops / implements action plans to address deficiencies 

 

Basic Requirements:

  • A minimum of 10 years’ progressive experience in Help Desk Leadership, with at least 6 years of Large Customer Help Desk Management Experience.
  • Bachelor's Degree required, or an additional 4 years of program management experience.
  • ITIL certification required.

 

Nice to Haves:

 

  • PMP certification preferred, but not required.
  • Prior experience in Large Federal Program Management; Federal Contract Management; Communications; Documentation; Risk Management; and Quality Assurance Surveillance Planning.

About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.


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