The FDA Office of Information Management (OIM) provides centralized information technology management, services, and support to the approximately 18,500 FDA employees and contractors worldwide. Within OIM, the Division of Business Partnership and Support (DBPS) is responsible for the IT Help Desk, which includes the IT Call Center (Tier 1), Tier 2 Deskside Support, and Systems Administration Team (SAT) functions. Bowhead seeks a dedicated Project Manager overseeing all contract activities, staff, and operations for a 6 region IT Helpdesk based in the Silver Spring, Maryland area. IT support is provided via the IT Help Desk to FDA employees across six (6) regions in the United States: Mid-Atlantic, Northeast, Southeast, Southwest, Central, and Pacific.
Responsibilities
Manages daily operations
Oversees current staffing
Providing the full range of technical support, project management, and call center management services necessary to manage and maintain a multi-tier IT helpdesk call center to support Intel-based systems running Microsoft Windows XP , Windows 7, and Apple OS
Other duties as assigned
Qualifications
Bachelors
5 years experience
Current knowledge of HHS and FDA contract operations
PMP certification
Intermediate to advanced level skills in Microsoft Office software suite - Word, Excel, Outlook, PowerPoint
Ability to communicate effectively with all levels of employees and outside contacts
Strong interpersonal skills and good judgment with the ability to work alone or as part of a team
Physical Demands:
Must be able to lift up to 15 to 25 pounds
Must be able to stand and walk for prolonged amounts of time
Must be able to twist, bend and squat periodically
SECURITY CLEARANCE REQUIREMENTS: Must currently hold a security clearance at the Secret level. US Citizenship is a requirement for Secret clearance at this location.