Project Manager within Service Delivery Management (SDM), Service Management and Planning(SMP), IT Operations and Services (ITOPS), Office of Information and Technology (OI&T). Service DeliveryManagement serves as the central point for the service request management process, and the centralpoint of coordination for the triage, analysis and assignment of all project-related service requests. Thisoffice also provides centrally coordinated ITOPS contract management and implementationmanagement services for Information Technology (IT) projects and aggregates and reports metrics incoordination with Performance Management teams. Provide IT Project Management services, support, and deployment coordination providing standardized system solutions for a wide range of VA IT requirements.

Provide IM assistance for configuration changes or modifications; Provide IM support for EPMD Projects/Programs; Communicate project/program status as well as roles and responsibilities; Manage stakeholder engagement; Investigate, analyze and manage solutions for implementation issues, including on-site visits to maintain OI&T end user satisfaction and continued engagement; Serve as technical authority supporting IT projects; Evaluate new approaches used to formulate programming or systems specifications; Measure software development risk for assessing and mitigating risk; Communicate technical information to senior leaders as well as subordinates; Apply system life cycle management principles to include software security and usability.

Lead IT Specialist providing senior level customer support services to users and organizations at the assigned facility. Served as consultant in specialty areas that concern a variety of functional operations and provided technical assistance, advice and training related to hardware and software operation to employees and customers. Responsibilities: Oversee the operations and activities of the Tier 2 Level Support; Lead desktop support technician providing technical guidance and resolutions to other technicians and customers on complex troubles and projects; Defined strategies, established goals and timelines for the completion of projects, tasks, and activities as the technical authority, drafting wide range of technical and/or administrative documentation to include contingency plans, risk assessments, feasibility studies, and financial analysis; maintained and supported telecommunications systems configuration related to Moves, Adds, and Changes (MAC); Provided oversight of all applicable IT physical resources to include intake, tracking, and lifecycle management (refresh/sunset).

Perform duties for the Office of the District Manager, Office of Information and Technology (OIT),IT Operations and Services, End User Operations, District Operations. Serve as a technical advisor inplanning, development, implementation, problem resolution and administration with specific emphasis on the workflows associated with ticket resolution (service delivery) and customersatisfaction. Responsible for implementation of the Enterprise Service Desk program and ticketingtools; monitors implementation of the ticketing tool and provide oversight of ticket quality, tracking,escalations, communications and reporting; IT customer service activities include areas such asEnterprise Service Desk relations, call centers, needs assessments and customer service complaints;provide guidance, leadership and training to area managers and staff on all phases of the servicedelivery process; researches, evaluates and provides feedback and solutions for problematic trendsand patterns in customer support and delivery requirements for both complex troubles and projects.

Joint Base Elmendorf Alaska (JBER)