Helpdesk / Operations Project Manager (PM)

Harmonia Holdings Group, LLC•Washington, DC

4d•Onsite

About The Position

We are seeking a Helpdesk / Operations Project Manager to lead mission-critical IT service delivery for a federal government customer in a highly secure environment. This role sits at the center of operational execution — ensuring essential systems, users, and mission partners receive responsive, reliable, and high-quality support. If you are a proactive leader who thrives in structured yet fast-moving environments, understands the urgency of classified operations, and takes pride in driving measurable service excellence, this is an opportunity to make a visible impact.

Requirements

Active Top-Secret (TS) clearance with SCI eligibility.
Bachelor’s degree from an accredited institution.
8+ years of experience managing IT operations and service delivery.
Hands-on leadership of Helpdesk/service desk functions, workflow management, escalations, performance reporting, and Task Order execution (scope, schedule, deliverables, and change coordination).
Relevant certifications, such as PMP, PMI-ACP (or equivalent project/product management credential).
Security+ (or willingness to obtain, reimbursable).

Nice To Haves

Familiarity with ITIL or IT Service Management (incident, problem, change, service request processes).
Experience supporting IC or DoD missions in classified environments.
Demonstrated success managing SLAs/OLAs and continuous improvement initiatives.
Experience supporting modern enterprise environments, including cloud platforms and DevSecOps-enabled organizations.

Responsibilities

Drive end-to-end service delivery, ensuring daily operations align with mission priorities, contractual performance standards, and high-availability requirements.
Lead Helpdesk and service desk operations, overseeing ticket intake, triage, escalation, resolution, and continuous performance monitoring.
Manage Task Order execution from kickoff through closeout, aligning scope, staffing, deliverables, schedules, performance reporting, and Federal compliance requirements.
Serve as the primary interface to Government stakeholders, delivering executive-ready status reporting and operational briefings.
Monitor SLAs/OLAs and operational performance, conduct trend analysis and root cause analysis, and proactively mitigate risks, issues, and performance gaps to protect mission outcomes.
Lead staffing strategy, scheduling, and surge planning, coordinating across technical teams, mission partners, and contract leadership to ensure seamless, mission-critical support.
Strengthen operational maturity and governance, refining SOPs, playbooks, knowledge management practices, and ensuring adherence to contract and security standards.