Service Desk Technical Project Lead
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Summary
Leads IT projects that improve a federal help desk organization, acting as the bridge between technical teams (infrastructure, software, IT operations) and the service desk to ensure smooth support during IT rollouts. Requires IT project management experience, ITIL knowledge, and onsite work in Washington, DC 2-3 days per week.
At Accenture Federal Services, nothing matters more than helping the US federal government make the nation stronger and safer and life better for people. Our 13,000+ people are united in a shared purpose to pursue the limitless potential of technology and ingenuity for clients across defense, national security, public safety, civilian, and military health organizations.
Join Accenture Federal Services, a technology company within global Accenture. Recognized as a Glassdoor Top 100 Best Place to Work, we offer a collaborative and caring community where you feel like you belong and are empowered to grow, learn and thrive through hands-on experience, certifications, industry training and more.
Join us to drive positive, lasting change that moves missions and the government forward!
The Service Desk Technical Project Lead is responsible for leading and coordinating projects that are focused on enhancing the capabilities and effectiveness of the federal help desk organization. This role serves as the central point of communication and collaboration between the technical teams (e.g., infrastructure, software, IT operations) and the service desk, ensuring the help desk is prepared to provide seamless support throughout the lifecycle of key IT initiatives.
Key Responsibilities:
- Manage standalone projects and initiatives that are specifically aimed at improving the help desk's ability to support end-users, such as implementing new tools, optimizing workflows, or enhancing training.
- Facilitate effective communication and knowledge transfer between technical teams and the service desk to prepare the help desk for upcoming IT project deployments.
- Coordinate with the communications team to ensure timely and effective end-user notifications, FAQs, and self-help resources are available during project rollouts.
- Monitor the performance of the help desk during project implementations and recommend adjustments to staffing, workflows, and support processes as needed.
- Identify and resolve issues or gaps that could impact the help desk's ability to provide effective support to end-users.
- Collaborate with project managers, technical leads, and service desk managers to align on priorities, dependencies, and go-live plans.
- Maintain detailed project documentation, status reports, and lessons learned to continuously improve the help desk's readiness and support capabilities.
- Demonstrate strong analytical and problem-solving skills to synthesize complex data and translate technical requirements into actionable solutions for the help desk.
- Foster a user-centric mindset, ensuring the needs and experiences of end-users are considered throughout the project lifecycle.
Here's What You Need:
- 5+ years of experience in IT project management, with a focus on help desk and user support initiatives
- Strong understanding of IT service management principles and ITIL frameworks
- Excellent communication and collaboration skills to work effectively with technical and non-technical teams
- Ability to quickly learn new technologies and translate complex technical information for end-user support
- Proven track record of identifying and resolving issues to ensure successful project implementations
- Familiarity with common IT projects in a federal government environment (e.g., infrastructure upgrades, application migrations, IT service transitions)
- Experience in user research methodologies and translating user needs into service delivery improvements
- Familiarity with change management principles and their application in IT projects
- Must be local to DC and willing to be onsite in DC 2-3 days per week
As required by local law, Accenture Federal Services provides reasonable ranges of compensation for hired roles based on labor costs in the states of California, Colorado, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Virginia, Washington, and the District of Columbia, and the city of Cleveland. The base pay range for this position in these locations is shown below. Compensation for roles at Accenture Federal Services varies depending on a wide array of factors, including but not limited to office location, role, skill set, and level of experience. Accenture Federal Services offers a wide variety of benefits. You can find more information on benefits here. We accept applications on an on-going basis and there is no fixed deadline to apply.
The pay range for the states of California, Colorado, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Virginia, Washington, and the District of Columbia, and the city of Cleveland is:
$90,400—$147,200 USD
What We Believe
As a company wholly dedicated to serving the US federal government, we bring together the best talent to help reinvent how federal agencies operate and deliver greater value for their mission and the American people. We have an unwavering commitment to creating a culture in which all our people are respected, feel a sense of belonging, and have equal opportunity. As a business imperative, every person at Accenture Federal Services has the responsibility to create and sustain a culture where everyone feels welcomed and included. This is grounded in our core values and our experience that hiring and developing great people who reflect different perspectives, experiences, and backgrounds is key to driving innovation and delivering the results that our clients and the country count on.
Equal Employment Opportunity Statement
We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. For details, view a copy of the Accenture Federal Services Equal Opportunity Policy Statement.
Accenture Federal Services is an Equal Employment Opportunity employer. Additionally, as an Affirmative Action Employer for Veterans and Individuals with Disabilities, Accenture Federal Services is committed to providing veteran employment opportunities to our service men and women.
Requesting An Accommodation
Accenture Federal Services is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture Federal Services and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.
If you are being considered for employment opportunities with Accenture Federal Services and need an accommodation for a disability or religious observance during the interview process or for the job you are interviewing for, please speak with your recruiter.
Other Employment Statements
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.
Candidates who are currently employed by a client of Accenture Federal Services or an affiliated Accenture business may not be eligible for consideration.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.
California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, please click here for additional important information.
Skills
As published by greenhouse · 16 questions
Basics
First Name, Last Name, Email, Phone, Resume/CV, Cover Letter, Location
Short answers (1)
- If yes, please list the full name of the employee(s) and your relationship to them. optional
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- Are you at least 18 years of age?
- Are you legally authorized to work in the United States?
- Many AFS positions require US citizenship. Please indicate your citizenship status so we can determine eligibility for specific roles. optional
- Will you now or in the future require sponsorship for employment visa status (for example, H-1B visa status)?
- Have you entered into a non-disclosure or non-compete agreement or understanding of any kind?
- Have you worked at Accenture in the past?
- How did you hear about us?
- Do you hold a security clearance?
- At your current employer, are you currently working on a project with Accenture or have you worked on a project with Accenture in the past 24 months?
- Are you a current employee of the U.S. Government (including U.S. Congress or military) or any state or local government? This includes entities owned or controlled by the U.S. Federal Government, such as Amtrak, the United States Postal Service, and USAID (see list of exceptions below). NOTE: answer yes if you have accepted the “Fork-in-the-Road” offer, separated with a Deferred Retirement Plan, or are on administrative leave pending separation from the Government.
- Will you be serving as enlisted personnel in either the Reserves or the National Guard while working for AFS?
- Were you an employee of the U.S. Government (including U.S. Congress or military) or any state or local government within the past 10 years? This includes entities owned or controlled by the U.S. Federal Government, such as Amtrak, the United States Postal Service, and USAID (see list of exceptions below).
- Do you have any family members or people you have close relationships with who work for Accenture Federal Services?
- Affirmation