ITSM Program Manager

HumanTouch, LLC is seeking an ITSM Program Manager to evaluate and manage service delivery processes and system standards ensuring compliance with organizational standards and governmental regulatory requirements. Responsibilities include:
- Work with Work Area service delivery POCs to seamlessly design, integrate, and implement service delivery practices to support achievement of program and customer goals and objectives.
- Identify and manage risks; develop and manage mitigation strategies.
- Identify and execute process and program improvements.
- Provide technical/management leadership on major tasks or technology assignments.
- Maintain responsibility for the ownership and resolution of programmatic Service Management issues which arise in connection with ITSM services.
- Conduct Customer Relationship surveys; assess results; and brief program and corporate management.
- Ensure alignment of ITSM solutions to contract and Customer business needs.
- Create and maintain the service catalog descriptions of existing services offered.
- Ensure appropriate SLAs are in place to support any new services.
- Act as primary liaison to other IT contracts supporting the customer.
- Analyze and review actual service performance against SLAs.
- Provide regular reports on programmatic and inter-contract performance and achievement to the Program Manager and the Customer.
- Develop and implement procedures and plans for assuring service delivery standards in a network services environment which supports complex, secure networks.
- Evaluate and recommend changes and/or technology upgrades to address performance, standardization and industry best practices.
- Manage business and technical aspects and personnel supporting Service Delivery processes for network projects and services, such as engineering studies, network operations and systems development for all project and services life cycle phases.
- Ensure compliance with all customer project engineering and management processes and procedures, and Government policies.
- Represent contract in recurring customer meetings.
- Represent customer requirements in technical exchanges with other government agencies

 

Education/Certification Requirements

- Bachelor’s degree in Business, Computer Science or related field
- PMP
- ITIL v3 Foundations

 

Experience Requirements

- 16+ years related Service Delivery experience in IT, tools, and techniques
- 4+ years experience with large-scale enterprise/global networks in a high paced diverse environment

- Security Clearance: Secret

- Ability to work independently with little direction and guidance
- Demonstrated understanding of all elements of PMBOK and IT delivery life cycles,
- Experience working on unusually complicated problems and providing solutions that are highly creative and ingenious, exhibiting ingenuity, creativity, and resourcefulness
- Ability to act independently to expose and resolve problems
- Excellent interpersonal skills; able to rapidly develop positive customer and team relationships
- Ability to work weekends and evening hours as needed
- Excellent writing and communication skills, including the ability to develop analytical documents and present oral presentations to senior/executive management
- Proficient is MS Office suite – Visio, Word, Excel, PowerPoint, and Project

 

Tier I Help Desk Specialist: PART-TIME

Help Desk Analysts provide IT support for over 18,500 worldwide customers by diagnosing and resolving routine hardware and software issues. They receive requests for support via phone, email and web/intranet. Help Desk analysts use remote assistance to assist customers if the customer’s PC is connected to the network. Tickets are created, modified and closed in HP-Service Manager; problems/requests that cannot be resolved by Tier 1 are escalated to Tier 2 and Tier 3.  Help Desk Analysts research questions using available information resources, including an IT Help Desk knowledgebase.

 

Help Desk Analysts follow existing Standard Operating Procedures (SOPs) and enter or receive tickets for customer support and ensure proper closeout of tickets once resolution has been confirmed.

 

Help Desk services are required 24 hours a day, seven days (7) a week, 365 days a year. Help Desk Analysts work 40 hour a week shifts, according to a schedule established by the Help Desk Manager and Supervisors. Help Desk analysts work on site in White Oak, MD and may be eligible for some remote work if approved by the Help Desk Manager and supervisors.

WORK EXPERIENCE REQUIREMENTS

Help Desk Specialist should demonstrate the core competencies of communication, leadership, ability to drive change, innovative outlook and problem analysis. Proven excellent customer service skills, call tracking/problem management software experience involving detailed documentation skills. Excellent problem solving skills and broad understanding of relationships between hardware and applications are necessary. Proven knowledge of basic PC troubleshooting of Windows 2000, XP and Windows 7. Required professional attitude, company focus, and strong work ethic and proven ability to follow through on open issues and handle multiple priorities in a fast paced environment with dynamic priorities are needed to perform the job duties. Must be able to obtain Public Trust security clearance.  Ability to work shift work, which may include overnights and weekends to support 24/7/365 operations.

EDUCATION REQUIREMENTS

Help Desk Specialist should have a HS Diploma or GED. CompTIA A+ (IT Technician Designation) certificate required and Microsoft Office Specialist (Access, Excel, PowerPoint, or Outlook) certification preferred. Candidates who do not already have MOS certification must commit to being fully certified within 30 days of hire.

Federal Services Sales Representative

HumanTouch LLC is looking for a highly-motivated leader to drive business and develop lasting relationships.   As a fast-growing IT company, HumanTouch LLC wants a HUNTER who will be proactively reaching out, scheduling meetings, and capturing opportunities.  Do you fit that description?

As a Federal Sales Representative - Defense, you will be responsible for capturing a portfolio of products, solutions and services business.  Specifically, you are responsible for the identification of, positioning for and capture of transactional sales, flywheel contracts and contract vehicles.  In addition, you will be responsible for market strategic planning, relationship management, call planning, sales calls, opportunity identification, capture planning, positioning, proposal development and oral presentations.  You will work with in-house program and technical resources for the related solution development, staff planning and proposal pricing. 

Experience Requirements

·         10+ years of information technology or mission focused expertise in the Government sector

·         5+ years of proven business development experience in the Federal government that includes

·         Proven market penetration experience

·         In hand Rolodex of relationships

·         Hands on experience of successfully using standard capture lifecycle best practices to win work

·         Proven experience capturing a portfolio of Federal Health contracts

·         A thorough understanding of Federal Bids, related terms and conditions and pricing mechanisms

·         The candidate must be a self-starter with excellent communication and interpersonal skills

 Education/Certification Requirements

·         4 year STEM based degree, Advanced degree a plus

Tier 1 Help Desk Specialist

Ever thought of an exciting career where every day provides an opportunity to support individuals committed to the health and safety of our nation?  Do people often tell you that you are a "people person"?  Are you ready to jump start your technical career? Yes, apply today for an opportunity to join our team as a Tier 1 Helpdesk Analyst.

Tier 1 Help Desk Analyst: Help Desk Analysts provide IT support for over 18,500 worldwide customers by diagnosing and resolving routine hardware and software issues. They receive requests for support via phone, email and web/intranet. Help Desk analysts use remote assistance to assist customers if the customer’s PC is connected to the network. Tickets are created, modified and closed in HP-Service Manager; problems/requests that cannot be resolved by Tier 1 are escalated to Tier 2 and Tier 3.  Help Desk Analysts research questions using available information resources, including an IT Help Desk knowledgebase.

Help Desk Analysts follow existing Standard Operating Procedures (SOPs) and enter or receive tickets for customer support and ensure proper closeout of tickets once resolution has been confirmed. 

Help Desk services are required 24 hours a day, seven days (7) a week, 365 days a year. Help Desk Analysts work 40 hour a week shifts, according to a schedule established by the Help Desk Manager and Supervisors. Help Desk analysts work on site in White Oak, MD and may be eligible for some remote work if approved by the Help Desk Manager and supervisors.

Education requirements

Help Desk Analysts are required to have completed CompTIA A+ (IT Technician Designation) certification. Microsoft Office Specialist (Access, Excel, PowerPoint, or Outlook) certification preferred. Candidates who do not already have MOS certification must commit to being fully certified within 30 days of hire.

Work experience requirements

Help Desk Analyst:  Must demonstrate the skills and experience commensurate with the requirements in the general description section above. Must have thorough knowledge and experience of customer service practices. Must be able to obtain Public Trust security clearance and possess strong attention to detail and good interpersonal skills. Must possess strong decision making and problem solving skills, as well as the ability to multi-task in fast-paced dynamic environment.