Project Manager - Customer Support Lead

Responsibilities

• Serve as the operational lead for enterprise IT customer support services
• Oversee Service Desk operations, ensuring timely resolution of incidents and service requests
• Lead Desktop Engineering and endpoint management functions, including configuration, deployment, and sustainment
• Manage lifecycle activities for end-user hardware and software assets
• Oversee support for end-user infrastructure, including printers, mobile devices, and telecom equipment
• Establish and track performance metrics, SLAs, and customer satisfaction measures
• Develop and execute customer support and service delivery strategy
• Communicate performance, risks, and operational status to Government leadership
• Drive adoption of ITIL/ITSM best practices, including incident, problem, and change management
• Lead continuous service improvement initiatives using operational data and customer feedback
• Direct and coordinate a geographically dispersed support organization
• Ensure compliance with DoD cybersecurity policies, RMF, and organizational requirements
• Support after-hours operations, surge activities, and escalations as required

Requirements

• Minimum 10 years of experience in Program or Project Management within DoD and/or IC environments
• Demonstrated experience leading enterprise IT support or service delivery organizations
• Bachelor’s degree in computer science, Information Technology, Engineering, or related field
• Project Management Professional (PMP) certification
• DoD 8570/8140 IAT Level III certification (e.g., CASP+, CISSP, or equivalent)
• Active Secret clearance, with eligibility to obtain Top Secret / SCI
• U.S. Citizenship required

Preferred Qualifications

• Experience supporting enterprise Service Desk environments
• Hands-on experience with ServiceNow or similar ITSM platforms
• Familiarity with ITIL frameworks and service delivery models
• Experience with Desktop Engineering and endpoint management solutions
• Knowledge of Knowledge Management and Customer Experience best practices
• Proven ability to lead large, distributed support teams
• Experience supporting federal or DoD enterprise environments

About the Company

MKS2 Technologies, LLC is an award-winning high growth small business that creates innovative and customer-centric technology solutions in the areas of Cyber Security, Instructional Design and Training, Software Engineering and IT Support Services.