GDIT is hiring a Project Analyst - Lead to support ongoing project, change, and user management efforts while also overseeing a team of project analysts and support assistants providing technical support to a federal agency. The Project Analyst - Lead will manage small technical projects and is responsible for identifying, tracking, resolving, and/or escalating reported technical issues to appropriate resolver groups. Position Duties:

• Performanceoversight and onboarding:
  • Monitorshelp desk staff performance and progress towards annual goals, providing training and feedback as necessary.
  • Providesoversight of the quality of work and deliverables rendered tothe customer and user community.Conducts ongoing quality assurance reviews to ensure help desk staff members adhere to escalation and documentation requirements within support requests.
  • Trainsnew staffin all aspects of support within the help desk teamand 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.
  • Providessuggestions on process improvement and leads knowledge management efforts across the team.
  • Regularlymonitorsand supports general professional development of team members, ensuring all staff possess the specificknowledge and expertise required to maintain compliance with service delivery thresholds and timelines.
  • Reviewsmonthly reports. Approvesandsubmitsconsolidatedteam reports within identified due dates monthly.
  • Coordinates 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.
• Supports stakeholders within the Division of Technology with project management tasks to ensure alignment with technical requirements and end user needs.
• 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.
• 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 Trustor the ability to obtain one.

• Position is 100% remote and may require occasional travel to Washington, DC.