Application Service Desk Project Manager

Overview

Integral Federal is actively seeking an experienced Project Manager to lead operational and strategic oversight for a high-performing contact center supporting a federal agency. This role demands a seasoned professional who thrives in fast-paced environments, excels in stakeholder engagement, and brings a strong background in team leadership, process improvement, and service delivery. Given the nature of this work, all candidates must be U.S. citizens and maintain an active Department of Defense SECRET clearance (interim adjudications will not be accepted).

Note on Client Engagement:

This role involves daily interaction with a high-profile federal client whose expectations and communication style can be demanding. The successful candidate must demonstrate professionalism, adaptability, and resilience in navigating complex client dynamics while maintaining service excellence. Strong interpersonal skills and a solutions-oriented mindset will be essential to thrive in this environment and contribute to positive team morale.

This position is full-time on client site in Vienna, VA

Responsibilities

Strategic Leadership & Stakeholder Engagement

• Oversee all operations of the Application Service Desk (ASD), coordinating closely with the Program Manager for ITSD to ensure program-wide alignment.
• Provide strategic and financial oversight, including P&L accountability, burn rate monitoring, budget controls, risk mitigation, opportunity analysis, performance reporting, governance, and compliance adherence.
• Maintain regular communication with clients, COR/ACOR, and key government stakeholders regarding operational concerns, staffing changes, and performance updates.
• Work closely with leadership to anticipate client needs and present proactive solutions that align with program goals.
• Attend and represent the program in headquarters meetings, fulfilling related deliverables and commitments.

Operational Oversight & Performance Management

• Conduct regular meetings with Subject Matter Experts (SMEs) and the Admin team to monitor application health, address concerns, and track progress.
• Monitor team chats to support agents when SMEs are unavailable and guide issue resolution.
• Review and ensure accuracy of SOPs and Knowledge Articles prior to client submission.
• Facilitate reporting efforts for monthly, bi-weekly, and IG audit requests; act as a backup presenter for client-facing data discussions.
• Maintain the staffing matrix, including LCAT alignment, subcontractor information, employee history, and role transitions.

Process Improvement & Quality Assurance

• Provide guidance and drive improvements across QA and training practices.
• Collaborate with the Documentation Specialist to close documentation gaps and establish auditing schedules for SOPs, KAs, and SharePoint content.
• Identify performance trends and process deviations across applications to support continual service improvement.

Team Coordination & Personnel Management

• Facilitate onboarding/offboarding procedures in compliance with contract requirements and FinCEN security protocols.
• Manage overall staffing process to include job req creation, interviews; and support onboarding process.
• Lead overall performance management of project staff, to include overseeing team lead efforts to manage their staff.
• Oversee daily staff tasks, including daily personnel updates, attendance, modified hours, hybrid accountability and update text groups to reflect team changes. Help maintain team calendars, vacation schedules, contact lists, phone rosters, and seating charts.

Systems & Tools Oversight

• Demonstrate foundational knowledge of all supported applications and be able to provide Tier-1-level guidance.
• Understand and be able to execute operations within Salesforce, including ticket resolution actions (creation, merge, transfer, close, dashboard anomalies, and QA review).
• Ensure team adherence to SLAs, including ticket volume, call duration, and customer experience metrics

Qualifications

Required:

• Bachelors degree
• Active Secret Clearance
• 7-10 years of project management experience with at least three (3) years of experience in a contact center environment providing customer/user service, and in providing technical and end-user support for commercial applications, COTS, and/or applications software using multiple channels, e.g., chat, phone, email, etc.; Amazon Lex and Amazon Connect experience preferred
• Demonstrated success in leading an organization through change, proactively solving problems and holding staff accountable.
• Experience using a Help Desk ticketing system such as Salesforce or ServiceNow with Salesforce strongly preferred
• Experience researching problems, analyzing trends, and distributing findings
• Strong customer service, verbal and written communication skills, and troubleshooting skills required
• Ability to quickly learn complex business applications and apply this knowledge to assist end users
• Experience developing Knowledge Base and related documentation
• Experience in successfully mitigating project risks

Company Overview

Integral partners with federal defense, intelligence, and civilian leaders to tackle their most important challenges and deliver positive outcomes. Since our founding in 1998, we have helped clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success. The forward-leaning solutions we deliver are tailored to each mission with a focus on keeping our nation safe and secure.

Integral is headquartered in McLean, VA and serves clients throughout the country.

We offer a comprehensive total rewards package including paid parental leave and immediate vesting in our 401(k). Give us a try and become part of a curated group of professionals at Integral Federal!

Our package also includes:

· Medical, Dental & Vision Insurance

· Flexible Spending Accounts

· Short-Term and Long-Term Disability Insurance

· Life Insurance

· Paid Time Off & Holidays

· Earned Bonuses & Awards

· Professional Training Reimbursement

· Paid Parking

· Employee Assistance Program

Equal Opportunity Employer/Protected Veteran/Disability