Job Details

Description

Position Summary

Are you looking to elevate your career? Your technical skills? Your opportunity for growth? Immersion's Government and Public Services Information Technology Practice is the place for you! Our Service Desk Practice helps organizations work better by providing innovative end-to-end technology solutions that deliver compliant and sustainable results. Join our technology team and elevate your career.

Work you will do:

In this unique role you will spearhead both business development and our Support Service Practice. On the business development side, you'll identify strategic opportunities, cultivate client relationships, and drive revenue growth. Simultaneously, as an IT help desk PM, you'll support to over 90,000 customers nationwide. This dual role requires a blend of business acumen and deep understanding of Service Desk Support to foster growth while safeguarding sensitive information.

• Overseeing the planning, execution, and delivery of IT projects within scope, timeline, and budget constraints.
• Collaborating with stakeholders to define project objectives, requirements, and deliverables.
• Developing project plans, schedules, and resource allocations.
• Leading and motivating project teams to achieve project goals.
• Monitoring and controlling project progress, identifying risks, and implementing mitigation strategies.
• Managing changes to project scope, schedule, and costs.
• Communicating project status, issues, and resolutions to the Government Technical Manager.
• Ensuring compliance with project management standards, methodologies, and best practices.
• Evaluating project outcomes and implementing lessons learned for continuous improvement.
• Experience with ServiceNow and EGAIN portal monitoring.
• Monitor Service Now and eGain Portal to include the call routing application (i.e., cisco unified intelligence center) and remote tool service delivery software (i.e., beyond trust/Bomgar) to ensure all IT SERVICE DESK policies are followed.
• Analyze and report IT service desk trouble ticket data in either word or PowerPoint documents as assigned by GTM or management as needed.
• Proficient in applying, customer service and customer support principles and methods:
  • Systems installed in customer organizations.
  • Training methods; problem resolution databases.
  • troubleshooting and data analysis methods.
• Proficient in the remote installation of primary and peripheral computer software and hardware.
• Proficient in troubleshooting and resolving problems on, desktop computers, laptop computers and/or applications or software for customers.
• Proficient in remote chat service delivery and knowledge of the capabilities and limitations of equipment configuration, operating systems, utility programs, software applications. Knowledge of business operations as related to service desk environment and systems.
• Ability to work independently and as a team leadsupervisor to maintain a good working environment.
• Attend training, technical, procedural and security as requested by the IRS.
• Participate in working sessions through IRS communication/ meeting tools or any online group collaborative tools available.

• Bachelor's degree required.
• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.
• Technical skills to provide oversight and workload management for IT Service Desk assigned Contractor resources.
• Supervisory skills and experience to assign work to other Contractors, ensure work is completed timely, monitor work, and adjust schedules to meet objectives and goals of an Information Technology Service Desk
• Ability to work independently and as a team leadsupervisor to maintain a good working environment.

• Prior professional services or federal consulting experience.
• Experience with unique needs of Internal Revenue Service Information Technology User & Network Services Customer Service Support.

• Bachelor's degree required.
• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.
• Technical skills to provide oversight and workload management for IT Service Desk assigned Contractor resources.
• Supervisory skills and experience to assign work to other Contractors, ensure work is completed timely, monitor work, and adjust schedules to meet objectives and goals of an Information Technology Service Desk
• Ability to work independently and as a team leadsupervisor to maintain a good working environment.

• Prior professional services or federal consulting experience.
• Experience with unique needs of Internal Revenue Service Information Technology User & Network Services Customer Service Support.
• ISO 9001 Training to be completed by employee after onboarding.