Project Analyst Supervisor

Type of Requisition

Public Trust/Other Required

US Citizenship Required

Position Duties

• Performance oversight and onboarding:
• Monitors help desk staff performance and progress towards annual goals, providing additional training, feedback, and support as necessary.
• Provides oversight of the quality of work and deliverables rendered to the customer and user community. Conducts ongoing quality assurance reviews to ensure help desk staff members adhere to escalation and documentation requirements within support requests.
• Trains new staff in all aspects of support within the help desk team and internal GDIT processes.
• Stays abreast of technical roadmap and remains current on changing policies, processes, and delivery requirements within the Division of Technology, disseminating necessary information to GDIT help desk staff.
• Provides suggestions on process improvement and leads knowledge management efforts across the team.
• Regularly monitors and supports general professional development of team members, ensuring all staff possess the specific knowledge and expertise required to maintain compliance with service delivery thresholds and timelines.
• Reviews monthly reports. Approves and submits consolidated team reports within identified due dates monthly.
• Approves timecards and coordinates and approves leave requests across the team, ensuring adequate coverage planning and communication as necessary.
• Evaluates trends and monitors dashboard analytics to ensure adherence to response time metrics.
• Completes annual performance evaluations and monitor staff’s progress towards annual goals, and complete Performance Improvement Plans (PIPs) as necessary.
• Supports stakeholders within the Division of Technology with project management tasks to ensure alignment with technical requirements and end user needs.
• Additional Duties:
• Attends and organizes change management meetings, reviews, and assists in assessments and user notification, and tracks implementation.
• Supports IT governance processes and gate reviews.
• Leads SCRUM meetings when needed and supports the identification of blockers and solutions.
• Provides responsive, consistent, and reliable support to a customer base and user community providing mission critical support.
• Provides structured support for customer support requests and escalates to development and operations teams when appropriate.
• Establishes and maintains documentation requirements and logs all support requests into designated Service Console.
• Conducts troubleshooting of end user issues across designated platforms, escalating to identified resolver groups as needed. Works effectively with cross-functional teams to identify and resolve issues.
• Implements various projects, develops work plans, and ensures timely completion as required.
• Manages business applications and provides support to end users of designated systems. Performs system administration and user management tasks such as resolving access issues, processing name changes, and updating email information to facilitate system access.
• Other projects as assigned.

Qualifications

• Requires a BA/BS in computer science, information technology, or a related field with at least 5 years of related experience and 2 years of supervisory experience.
• Previous experience leading team in a service desk or technical capacity preferred.
• Demonstrated ability to provide team coordination and senior level oversight of staff, preferably in a service desk or technical environment.
• Knowledge of System Development Life Cycle (SDLC) and experience in IT project management and methodologies, including Agile/SCRUM.
• Experience utilizing a Customer Relationship Management system (Salesforce, ServiceNow, etc.). Salesforce admin experience preferred.
• Robust customer service skills are required.
• Strong analytical and problem-solving skills.
• Strong interpersonal skills for communicating with internal and external personnel of all levels.
• Ability to keep sensitive information protected.

Additional Requirements

• This position requires an existing T4 Public Trust or the ability to obtain one.
• Position is 100% remote and may require occasional travel to Washington, DC.
• Scheduled Weekly Hours:

T elecommuting Options

About Our Work