Position Overview
The BPA Call Project Manager provides overall leadership and management for the End User Computing (EUC) BPA Call, overseeing service delivery across Call‑Wide Responsibilities, End User Management and Deployment, and Help Desk Services. The Project Manager serves as the primary interface with the COR, ensuring contract performance, operational excellence, customer satisfaction, and compliance with ITIL-based service management practices and Service Level Requirements (SLRs).
End User Project Manager
Rockville, MD
The BPA Call Project Manager provides overall leadership and management for the End User Computing (EUC) BPA Call, overseeing service delivery across Call‑Wide Responsibilities, End User Management and Deployment, and Help Desk Services. The Project Manager serves as the primary interface with the COR, ensuring contract performance, operational excellence, customer satisfaction, and compliance with ITIL-based service management practices and Service Level Requirements (SLRs).
Salary
Up to $305K
Key Responsibilities
- Lead all operational, technical, financial, and administrative activities supporting the BPA Call.
- Serve as the primary point of contact for the COR and provide executive-level status, performance, and risk reporting.
- Direct transition activities, workforce management, and project execution to ensure uninterrupted service delivery.
- Ensure compliance with ITIL v4 practices, Service Level Requirements (SLRs), and NRC operational policies.
- Oversee service delivery across Call Center, Deskside Services, Deployment, Asset Management, and End User Support functions.
- Drive continual service improvement through process optimization, operational efficiencies, and customer experience initiatives.
Required Qualifications
- Bachelor's degree in Information Technology, Business, or a related field.
- ITIL v4 Foundation certification; PMP certification preferred.
- Minimum eight (8) years managing large Federal IT operations or End User Computing programs.
- Experience leading enterprise Service Desk, Deskside Support, and ITSM service delivery organizations.
- Demonstrated success managing transition, performance metrics, and customer satisfaction on mission-critical Federal contracts.
- Strong leadership, communication, and stakeholder management skills.
Key Competencies
- IT Service Management (ITIL)
- Program & Project Leadership
- Service Delivery Management
- Customer Experience (CX)
- Risk & Performance Management
- Continuous Service Improvement
Security Clearance
Top Secret Clearance
ActioNet is an equal-opportunity employer and values diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Full-Time Employees are eligible to participate in our ActioNet’s Benefits Program
- Medical Insurance
- Vision Insurance
- Dental Insurance
- Life and AD&D Insurance
- 401(k) Savings Plan
- Education and Professional Training
- Flexible Spending Accounts (FSA)
- Employee Referral and Merit Recognition Programs
- Employee Assistance and Identity Theft Protection
- Paid Holidays: 11 per year
- Paid Time Off (PTO)
- Disability Insurance
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