Helpdesk Manager / Task Order Program Manager

Bailey Information Technology, LLC

 Helpdesk Manager / Task Order Program Manager
Contingent Position - Anticipated Contract Award
 

Location	Onsite, EEOC Headquarters, Washington, DC
Labor Category	Program / Helpdesk Management
Key Personnel	Yes
Staffing Basis	Full-time

Position Summary

Serves as BIT's primary point of contact and approval authority for the Enterprise Helpdesk task order, overseeing ticket resolution approvals, staffing, and overall Work Order performance.

Key Responsibilities

• Approve ticket resolutions and documentation prior to closure, per established Tier 1/2/3 procedures.
• Serve as management point of contact for the Government on staffing, performance, and Work Order execution.
• Coordinate personnel notifications, substitutions, and replacement staffing actions.
• Oversee the weekly personnel roster submitted to the Government.

Minimum Qualifications

• Extensive experience in IT service desk, help desk, or program/project management, consistent with senior task-order leadership responsibilities.
• Strong communication and coordination skills for managing Government stakeholder relationships.

Certifications

• PMP or equivalent program/project management certification preferred.

General Requirements (All Positions)

• Must currently hold, or be able to favorably pass, a full-field five-year employment background investigation (SF-85P) prior to performing work.
• This is a Public Trust suitability requirement (OPM standards, 5 CFR Part 736), not a national security clearance.
• Acceptable command of the English language.
• Subject to Contractor-funded training of at least 40 hours/year in core competencies.