Icon hamburger
What job do you want?
Apply to this job.
Think you're the perfect candidate?
Apply Now

You’re being taken to an external site to apply.

Enter your email below to receive job recommendations for similar positions.

Senior Project Manager

Abbtech Professional Resources Salt Lake City Full-Time
$150,000.00 - $160,000.00 / year
Apply Now

Senior Project Manager- UT

Location: Salt Lake City, UT

Clearance: Public Trust


  • Provide operational management of a Managed Service Desk to multiple Federal Agencies in a shared customer environment supporting 10,000 end users operating in multiple time zones globally.
  • Provide guidance and operational status to executive level customers from multiple government agencies utilizing a shared service environment for IT Service Management utilizing ServiceNow platform
  • Responsible for improving the help desk end user productivity to achieve efficiency and meet SLA requirements for year over year increased performance of Tier 0 Self Service help desk tickets.
  • Oversee implementation of Customer Service Portal, Help Desk and Field Support Technicians operating in an As A Service environment with technical support provided by multiple service contractors and sub- contractors

Position Requirements

  • Must be US Citizen capable of passing security clearance and background check to work supporting Federal Agencies
  • Bachelor’s Degree or equivalent years of experience in IT
  • Recent experience managing ServiceNow ITSM environments
  • ITIL awareness
  • Delivering outsourced services within SLA
  • Business and Portfolio expertise
  • At least 10+ years of experience in IT area with management experience
  • Experience leading by example in a large, complex global environment

Additional Requirements, Certifications, etc.

  • Help desk Institute (HDI) certified as a HDI Support Center Manager with a requirement that individual become HDI Support Center Director certified 
  • Experience in one of the following disciplines: Information Systems, Information Technology, Engineering, Management/Business Management, or Computer Science.
  • Demonstrated experience re-engineering or setting up help desks according to industry best practices.
  • Demonstrable Experience using ServiceNow in a Managed Service Desk solution
  • Demonstrated experience obtaining Government management buy-in for improving the help desk by demonstrating greater Return On Investment.
  • Demonstrated experience developing and maintaining formal processes and procedures for consistency and increased productivity.
  • Demonstrated experience implementing methodologies to improve first call resolution, managing customer perceptions, and building strong internal relationships.
  • Demonstrated experience recommending and implementing appropriate technology and other resources to maximize help desk effectiveness.
  • Demonstrated experience building and retaining a qualified help desk team through innovative hiring and training and development techniques.
  • Demonstrated experience implementing innovative staffing and scheduling models for KPI guaranteed coverage at the lowest possible costs.
  • Demonstrated experience developing a customer care philosophy that ensures customer satisfaction.
  • Demonstrated experience analyzing help desk performance through various statistical and reporting methods.
  • Demonstrated experience enhancing the image of the help desk as a front end support group that advances the IT vision and strategy.
  • Demonstrated experience managing an incident management system in a performance-based environment complying with ITIL V3 standards

ABBTECH is an EOE/Minorities/Women/Disabled Individuals/Veterans

Recommended skills

It Service Management
Information Systems
Help Desk
Service Desk
Incident Management


Salary Details

Based on Job Title, Location and Skills
Below Avg. Average Above Avg.

Career Path

See the next step in your career
Senior Project Manager
$150,000.00 - $160,000.00 / year
Estimated Salary: $110K
Apply to this job.
Think you're the perfect candidate?
Apply Now

Help us improve CareerBuilder by providing feedback about this job: Report this job

Report this Job

Once a job has been reported, we will investigate it further. If you require a response, submit your question or concern to our Trust and Site Security Team


For your privacy and protection, when applying to a job online, never give your social security number to a prospective employer, provide credit card or bank account information, or perform any sort of monetary transaction. Learn more.

By applying to a job using CareerBuilder you are agreeing to comply with and be subject to the CareerBuilder Terms and Conditions for use of our website. To use our website, you must agree with the Terms and Conditions and both meet and comply with their provisions.