Information Technology Project Manager

This position is located in our Infrastructure Division. As an Information Technology Project Manager, you will: Lead and oversee enterprise IT customer support operations including large-scale helpdesk environments, ticketing systems (e.g. ServiceNow, Salesforce, or similar) Analyze end-user needs, incident trends, and system impacts to improve customer experience, service quality, and operational responsiveness in mission-critical environments; Coordinate with and direct technical teams, contractors, and business stakeholders to prioritize support initiatives, and resolve escalated service issues, and integrate support services across multiple systems and platforms; Establish, monitor, and continuously improve service level agreements (SLAs), performance metrics, and service management processes (e.g., incident, problem, and change management) to ensure reliable and efficient IT support delivery) Candidates should be committed to improving the efficiency of the Federal government, pa