Title: | Project Manager (ITIL) |
---|---|
ID: | 3943 |
Location: | Baltimore, MD |
Clearance: | Background Check |
Netorian is seeking a Project Manager.
Description of Work:
The Project Manager will be the leadership role over a team of people responsible for supporting County-wide service desk projects, such as, but not limited to:
- Software Upgrades/Migrations.
- Desktop Refresh Rollouts.
- Systems Upgrades.
- Quality Assurance.
- Change Management.
- Problem Management.
- Emergency Support Plan.
- Increase/decrease staff as requested by OIT.
The Project Manager must be proactive in identifying problem areas, suggesting possible solutions/ alternatives, responding to County concerns, and in facilitating a positive, cooperative working relationship with the County.
The Project Manager will be expected to participate in monthly, quarterly, and annual service level reviews.
The Project Manager will ensure that the contract personnel meet day-to-day expectations and is responsible for the overall organization of Service Desk functions.
The Project Manager must be ITIL certified and familiar with following ITIL best practices in Service Desk Management:
- Incident Management.
- Problem Management.
- Request Fulfilment.
- Change Management.
- Configuration Management.
Experience:
General:
- At least five (5) years comprehensive knowledge of operating systems software, familiarity with help desk environments, and office automation applications.
- Three (3) years of the experience must have been in a supervisory capacity, in an IT Managed Services environment.
Specialized:
- Minimum of three (3) years’ experience in the use of commercial software packages and in end user support.
- Windows desktop experience is required.
- Working knowledge of the following:
- Hardware and desktop software.
- System and network recovery methods.
- Software tools.
- Call and problem tracking software.
- Must possess strong verbal communication, technical writing, and customer service skills.
Education:
- Bachelor’s degree from an accredited college or university in Information Technology, Management Information Systems, or four (4) years of equivalent experience in a related field.
Certifications:
Required:
- Information Technology Infrastructure Library (ITIL) certification.
Preferred (but not required):
- Industry certifications from Help Desk Institute (HDI), Microsoft Certification.