Job Description

Computer World Services, Corporation (CWS) is seeking an exceptional candidate to serve as Team Leader – Project Manager for the NIH IT CSPSS customer service Portfolio that consists of a full range of NIH IT Service Desk and Desktop Support services, IT Training, and related resource services. The NIH IT Service Desk provides technical support to the NIH community via the World Wide Web and phone. The Service Desk receives over a thousand requests for service every business day.

Where issues cannot be resolved in-house, they are assigned to support staff in each of NIH’s ICs. Support cases are assigned and resolved using the NIH IT Service Desk IT Service Management System (ITSM), supported by the CIT Business Application Services (BAS) and the Service Desk’s Automated Call Distribution System administered by CIT Unified Connectivity and Communication (UCC) service area.

The candidate will oversee all aspects of the project, leading a team on large projects or a significant segment of large and complex projects. Analyze new and complex project-related problems and create innovative solutions that normally involve the schedule, technology, methodology, tools, solution components, and financial management of the project. Provide applications systems analysis and long and short-range plans for application selection, systems development, systems maintenance, and production activities for necessary support resources. Commensurate experience and education for the specific level.

Key Tasks and Responsibilities

• Responsible for developing strategy for team members to follow to better reach a project’s goal
• Develop and follow schedule while monitoring progress to keep projects on track and on schedule
• Collect requirements, define scope and create work breakdown structure (if required)
• Assign tasks to team members
• Communicate clear instructions to stakeholders and team members
• Manage the flow of day-to-day operations for the project team and appropriate stakeholders
• Create and distribute reports and provide updates to pertinent stakeholders on the project status
• Create/manage problem tickets for identified high priority incidents, prioritize problem records, eliminate backlogs; while contributing to major incident reviews, routing, and internal escalation between tiers 1-3, coordinating with internal and external stakeholders and vendors
• Provide reporting details to ITSS management that include Root Cause Analysis and lessons learned, but not limited to analyzing data and metrics to understand trends
• Analyze trends and coordinate follow up actions with the required stakeholders
• Assist the Service Area Managers (SAMs) in developing and reviewing:

• Project/Program Management Plans
• Project Status Reports
• Strategic plans and studies
• Management briefings, as required
• Ad-hoc briefings and reports
• Special studies and technical assessments Other reporting necessary to ensure successful project, task, and Task Order completion

Job Requirements: