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Project Manager - Technical Support Services/Help Desk

WFH Flexible•Washington, DC (http://maps.google.com/maps?q=Washington+DC+USA)

Job Type

Full-time

Description

Overview

Tanaq Technical Services (TTS), a division of St. George Tanaq (SGT) Corporation, is an 8(a) Alaskan Native Small Business that specializes in delivering Enterprise Integrated Technology Solutions and Support Services to the Federal Government. TTS’s innovative approach combines proactive strategies, efficient processes and emerging technologies to deliver seamless, integrated services for our clients. TTS prides itself in being Mission Driven, People Focused. To learn more about us, visit https://tanaq.com/tanaq-technical-services.

About the Role

We are seeking a **Project Manager** to oversee the full lifecycle of Tier 1–3 Technology Support Services for our federal government customer, including day-to-day operations, staffing, escalation management, and contractor performance. This role ensures seamless delivery of IT support across our customer's local, state and nationwide offices. The Project Manager will coordinate with internal teams, external vendors, and contractors to maintain optimal system performance, deliver exceptional customer service, and achieve operational efficiency.

This is a hybrid remote position based in Washington, D.C. that will require some onsite work at the customer’s locations. An estimated 25% annual travel within the U.S. will be required. This position is contingent on contract award.

Responsibilities

Program Oversight & Staff Management

+ Manage all Tier 1–3 support personnel (approx. 30 contractors during standard operations; up to 25 additional during customer transition periods).

+ Ensure appropriate staffing levels and schedules for 24/7/365 coverage, including escalation planning and resource allocation.

+ Augment staffing with specialized personnel or subject matter experts as needed (e.g., cloud specialists, legacy system integrators, COTS specialists).

+ Supervise contractor performance, conduct regular performance reviews, and ensure adherence to quality standards.

Operational Management

+ Oversee Tier 1 Help Desk operations providing front-line support via phone, live chat, remote desktop tools, and on-site visits.

+ Supervise Tier 2 and Tier 3 advanced technical support, including direct executive-level support, device deployment, mobile device management, endpoint support, and software/hardware troubleshooting.

+ Monitor IT service delivery metrics, SLAs, and performance KPIs to ensure service quality and customer satisfaction.

+ Implement and maintain knowledge management resources, documentation, and user guides for IT systems and applications.

Process & Methodology

+ Apply ITIL and Agile methodologies to ensure structured and responsive IT service management.

+ Coordinate with internal customer IT groups and external vendors to resolve complex technical issues and implement system improvements.

+ Utilize automation, PowerShell scripts, and reporting tools (Power BI, ServiceNow, Jira) to streamline maintenance, reporting, and escalation workflows.

Customer Engagement & Communication

+ Serve as the primary point of contact for executive-level staff and office leadership regarding IT support concerns.

+ Actively communicate updates, alerts, and system changes to customer offices through multiple communication channels.

+ Ensure continuous feedback loops between support staff and end-users to improve service delivery and adoption of IT solutions.

Compliance & Security

+ Maintain strict adherence to customer IT security policies, role-based access controls, and federal compliance standards.

+ Ensure data integrity, security, and accuracy during user support, device provisioning, and data migrations.

Additional Duties

+ Participate in customer IT initiatives and special projects as assigned.

+ Provide input on technology upgrades, IT process improvements, and cost-saving strategies.

Requirements

Required Experience and Skills

+ 5+ years of project or program management experience supporting IT help desks or enterprise IT operations.

+ Experience managing multi-tiered IT support teams in 24/7/365 environments in a Hybrid Teaming Model (multiple locations).

+ Strong understanding of ITIL, Agile, and service desk best practices.

+ Familiarity with IT tools including ServiceNow, Jira, PowerShell, Power BI, AirWatch, Intune, Jamf, and BigFix.

+ Experience with device deployment, endpoint management, and enterprise software support.

+ Proven ability to manage staff augmentation, subcontractors, and partner networks.

+ Strong communication, leadership, and problem-solving skills.

+ Ability to pass required Federal background screening / security check including basic and expanded investigations. Ability to obtain and maintain both government clearance and customer approval.

+ Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.

+ Previous experience supporting federal government agency IT operations preferred.

+ Knowledge of security frameworks such as NIST RMF, FISMA, or CMMC preferred.

+ Experience managing IT support during high-demand transition periods preferred.

Education and Training

+ Bachelor’s degree in Computer Science, Information Technology, or related field required (Master’s preferred).

+ PMP or equivalent project management certification (CAPM, Agile/Scrum) preferred.

Physical Requirements

+ Candidates must reside in or within daily commuting distance of Washington, D.C.

+ Must be willing and able to travel an estimated 25% of time within the U.S.

+ Prolonged periods of sitting at a desk and working on a computer. May need to lift up to 25 pounds occasionally.

Pay Range

The projected annual salary range for this position is $118,278 – $194,876 USD. Please note that the salary information listed is a good faith estimate for this position and a general guideline only. Multiple factors are considered in determining final pay for a position, including, but not limited to, the candidate’s relevant work experience, skills, education, certifications, and competencies that align with the specified role, geographic location, as well as business considerations and contract provisions regarding labor categories that are specific to the position.

Benefits Information

Benefits offered may vary depending on the nature of your employment with Tanaq. Full-time US-based employees gain access to healthcare benefits (Medical, Dental, Vision), Basic Life Insurance, Short-Term Disability, Long-Term Disability, 401(k), Flexible Spending Account, EAP, Education Reimbursement, Paid Time Off and Holidays.

Who We Are

Tanaq Technical Services (TTS) strives to deeply understand and analyze our clients’ vision, needs, and requirements so we may provide alternative solutions, empowering them to choose the best resolution. We aim to achieve excellence by delivering on our commitments to our clients, employees, and partners.

Our Commitment to Non-Discrimination

Tanaq Technical Services is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, or local law. Tanaq complies with the Drug-free Workplace Act of 1988 and E-Verify.

If you are an individual with a disability and need assistance completing any part of the application process, please email [email protected] to request a reasonable accommodation. This email is for accommodation requests only and cannot be used to inquire about the status of applications.

Notice on Candidate AI Usage

Tanaq is committed to ensuring a fair and competitive interview process for all candidates based on their experience, skills and education. To ensure the integrity of the interview process, the use of artificial intelligence (AI) tools to generate or assist with responses during phone, in person and virtual interviews is not allowed. However, candidates who require a reasonable accommodation that may involve AI are required to contact us prior to their interview at [email protected].

To apply for this position, visit:

https://recruiting.paylocity.com/Recruiting/Jobs/Details/3510254