Job Description SNAP has an opening for an IT Service Desk Project Manager in either Washington DC or Kansas City, MO. The Manager is responsible for the supervision, management, maintenance and coordination of the dispersed IT Service Desk resources to ensure the timely delivery of a superior customer service experience handling computer-related incident resolution and request fulfillment to end users. Additional responsibilities include but are not limited to: scheduling Service Desk resources as needed to maintain the timely handling of support issues; identifying, recommending, and documenting procedure and process improvements related to IT service delivery and incident resolution; collaborating with other to ensure that departmental and Firm projects are completed efficiently; performing incident trend analysis (Incident Management) and making recommendations for ways to reduce recurring issues; reviewing, editing, and maintaining the IT Service Desk knowledge database. Must Haves: Demonstrate expert-level knowledge in planning, directing, and managing projects/operations in an organization similar in size to this acquisition Demonstrate expert-level knowledge and supervision of employees of various labor categories and skills in efforts similar in size and scope as this acquisition Demonstrate expert-level knowledge of industry accepted standards and best practices related to Project Management 10 or more years IT program management experience 5 or more years IT program management experience Bachelors degree in an IT related field, or equivalent experience Experience with trouble Ticket Administration/ Management Good Communication Skills (written and oral) General Understanding of Networking Concepts ITIL Certification PMP Certification Company Description SNAP Inc. provides professional services that empower Government and private industry clients to address tomorrow's challenges through better alignment of technology with their mission and business objectives. Employees of SNAP Inc. receive Paid Leave, Medical and Dental coverage (employee is paid for 100% by the company; dependents 50%), Life and Disability Coverage, and other benefits. We are growing our business on a culture of employee engagement. If you are a team-centric, creative professional seeking a challenging and fulfilling career, come grow with us!