863 Customer Service Roles jobs in Lanham
Client Relations Manager
Posted 15 days ago
Job Viewed
Job Description
At Cengage Group, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose - driving innovation that helps millions of learners improve their lives and achieve their dreams through education.
**Our culture values diversity, engagement, and discovery**
Our business is driven by our strong culture, and we know that creating an inclusive and diverse workplace is critical to the success of our company and our learners, as well as our individual well-being. We recognize the value of different perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work. We achieve these priorities through inclusive programs, benefits, and initiatives that are integrated into the fabric of how we work every day. To learn more, please see Client Operations Manager will:**
This role will work to manage and deliver talent pipeline services to new and existing corporate clients. The Client Operations Manager is responsible for guiding new corporate clients through post-contract onboarding processes and managing client succes and service delivery from end to end through the entire contract lifecycle. Success in this position will be defined by our ability to deliver exceptional talent pipeline and upskilling services to our corporate clients, help grow the client relationship, and demonstrate the performance vital for the sales team to expand our business. In addition, they will analyze and improve organizational processes, and work to improve quality, productivity and efficiency.
The Client Operations Manager will be responsible for managing several corporate clients and the talent pipeline and upskilling service(s) delivered to include the following:
+ Responsible for all phases of the talent pipeline lifecycle - helping clients with processes throughout onboarding, assisting with the design and process development for each client, proactively contacting clients at strategic intervals through the contract lifecycle, assisting with technical support needs, providing regular reporting, and holding quarterly progress sessions for assigned clients.
+ Develop and implement operational policies and procedures related to candidate application, enrollment, and persistence through our train-to-hire programs in preparation for placement with our corporate clients. Be responsible for applicant outreach, communications, and success through the recruitment funnel.
+ Develop and implement operational policies and procedures related to enrollment, persistence and certification for upskilling trainees identified by our corporate clients. Be responsible for upskilling trainee support, communications, reporting, and success.
+ Analyze operational processes and performance data to find opportunities for improvement.
+ Lead and direct operations team to achieve business targets; including student/candidate tracking and client reporting data and metrics.
+ Vet and prepare trainees for referral to clients to be interviewed and hired for on-site training.
+ Work cross functionally with both internal departments and external clients to achieve goals.
+ Identify and implement strategies to improve quality of service, productivity and profitability for both recruited candidates and upskilling students enrolled by clients.
+ Liaise and cross-collaborate with internal team members to ensure forecasting is fulfilled appropriately.
+ Ensure all operations are carried on in an appropriate and cost-effective way; respond to clients and students in a timely manner.
+ Support in forecasting requirements, communicating with clients directly, and addressing operational needs; establish standard methodologies for an energetic team with scalable processes to drive client success and growth.
+ Be responsible for related procurement processes and coordinate material and resources allocation.
+ Identify and address problems and opportunities for the business.
+ Provide data and support to management as needed.
**Skills You'll Need Here:**
**Basic:**
+ BA/BS or equivalent work experience and a validated, successful track record in a detail oriented position.
+ Minimum of four years of successful operations, talent acquisition, client services or related detail-oriented and customer-focused work.
+ Values and appreciates diversity of thought; able to work with diverse audiences both internally and externally.
+ Highly flexible and adaptable to change.
+ High energy and good communication skills both written and verbal.
+ Ability to interact professionally with Vice Presidents and Director level staff within clients.
+ Have a customer focused mentality; both in work with candidates, trainees and clients.
+ Comfortable using technology in performing routine job tasks and for product demonstration purposes.
+ Outstanding organizational and time management skills.
+ Proficiency in PC and Microsoft Office applications. Great if experienced with Salesforce.
+ Ability to monitor and evaluate operational data.
**Preferred:**
+ Professional business-to-business/customer success experience (3 years strongly desired)
+ Experience working with adult learners and non-traditional students.
+ Proficiency in being a great partner within and outside one's own department.
+ Understanding of client relations/partnership management and how to efficiently work with external partnerships.
+ Driven to succeed and yearning to make impact; customer success obsession mentality.
Cengage Group is committed to working with broad talent pools to attract and hire strong and most qualified individuals. Our job applicants are considered regardless of race, national origin, religion, sex, sexual orientation, genetic information, disability, age, veteran status, and any other classification protected by applicable federal, state, provincial or local laws.
Cengage is also committed to providing reasonable accommodations for qualified individuals with disabilities including during our job application process. If you are an applicant with a disability and require reasonable accommodation in our job application process, please contact us at or at .
**About Cengage Group**
Cengage Group, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms. We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.
**Compensation**
At Cengage Group, we take great pride in our commitment to providing a comprehensive and rewarding Total Rewards package designed to support and empower our employees. Click here ( to learn more about our _Total Rewards Philosophy_ .
The full base pay range has been provided for this position. Individual base pay will vary based on work schedule, qualifications, experience, internal equity, and geographic location. Sales roles often incorporate a significant incentive compensation program beyond this base pay range.
$58,300.00 - $75,750.00 USD
**Cengage Group** , a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms.
We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.
**_Warning: Be aware, there has been an increase of targeted recruitment_** **_scams perpetrated by bad actors falsely providing job offers on behalf Cengage Group to candidates as a means of obtaining personal information. Note that Cengage will always interview candidates via live in-person meetings, phone calls and video calls before an offer would be extended. Also, be sure to check that communication is coming from an @cengage.com email address._**
Mid-level Help Desk Support Technician
Posted 6 days ago
Job Viewed
Job Description
**Summary**
**Mid-level Help Desk Support Technician**
**Navy Yard, Washington, DC**
Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer's core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level!
As one of the newest Chenega companies, Chenega Defense & Aerospace Solutions (CDAS) was developed with the purpose of providing expert Engineering and Technical Support Services to federal customers.
The **Mid-level Help Desk Support Technician** provides support to distributed PC/networking environments, including installation, testing, repair, and troubleshooting for stand-alone PCs, PCs linked to networks, printers, and other computer peripherals. Support responsibilities include software installation and configuration.
**Responsibilities**
+ Perform technical, operational, and training support to users of personal computers either by telephone or on-site for PC desktop hardware and software packages.
+ Install and test personal computers, printers, and other peripherals, configure the operating system, and load shrink-wrap programs and other application software programs.
+ Troubleshoot computer problems, perform hardware and software diagnostics, coordinate needed repairs, resolve computer system problems, including coordination between users and components of a local area network, and participate in the evaluation of system configuration and software.
+ Other duties as assigned.
**Qualifications**
+ Associate degree from an accredited institution with 3+ years of experience OR
+ Bachelor's degree preferred
+ High school diploma or GED equivalent, with 5+ years of experience can be substituted for a degree
+ IT Certifications: CompTIA Certification A+, Network+, or Security+ Secret clearance required
**Knowledge, Skills, and Abilities:**
+ Understanding of desktops, peripherals, operating systems (Windows, macOS), and software applications.
+ Techniques for diagnosing and resolving hardware, software, and network issues.
+ Familiarity with installing and configuring PCs, printers, OS, and application software.
+ Basics of antivirus, firewalls, and data protection.
+ Ability to identify and fix hardware, software, and network issues.
+ Strong communication skills for helping users, both remotely and in person.
+ Hands-on skills to set up and configure PCs, peripherals, and software.
+ Analytical thinking for quick and effective issue resolution.
+ Ability to prioritize tasks and manage multiple support requests.
+ Quick learner in new technologies and systems.
+ Careful installation, configuration, and documentation to avoid errors.
+ Ability to explain technical processes in a simple, user-friendly way.
+ Managing multiple technical issues simultaneously without loss of quality.
**How you'll grow**
At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their careers to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there's always room to learn.
We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers.
**Benefits**
At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits.
Learn more about what working at Chenega MIOS can mean for you.
**Chenega MIOS's culture**
Our positive and supportive culture encourages our team members to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and aware. We offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives.
**Corporate citizenship**
Chenega MIOS is led by a purpose to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our team members, and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities.
Learn more about Chenega's impact on the world.
Chenega MIOS News- from your Talent Acquisition Team**
We want job seekers exploring opportunities at Chenega MIOS to feel prepared and confident. To help you with your research, we suggest you review the following links:
Chenega MIOS web site - - - - Defense & Aerospace Solutions, LLC
**Estimated Salary/Wage**
USD $25.50/Hr. Up to USD $39.00/Hr.
Chenega Corporation and family of companies is an EOE.
Equal Opportunity Employer/Veterans/Disabled
Native preference under PL 93-638.
We participate in the E-Verify Employment Verification Program
Mid-level Help Desk Support Technician
Posted 12 days ago
Job Viewed
Job Description
**Summary**
**Mid-level Help Desk Support Technician**
**Navy Yard, Washington, DC**
Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer's core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level!
As one of the newest Chenega companies, Chenega Defense & Aerospace Solutions (CDAS) was developed with the purpose of providing expert Engineering and Technical Support Services to federal customers.
The **Mid-level Help Desk Support Technician** provides support to distributed PC/networking environments, including installation, testing, repair, and troubleshooting for stand-alone PCs, PCs linked to networks, printers, and other computer peripherals. Support responsibilities include software installation and configuration.
**Responsibilities**
+ Perform technical, operational, and training support to users of personal computers either by telephone or on-site for PC desktop hardware and software packages.
+ Install and test personal computers, printers, and other peripherals, configure the operating system, and load shrink-wrap programs and other application software programs.
+ Troubleshoot computer problems, perform hardware and software diagnostics, coordinate needed repairs, resolve computer system problems, including coordination between users and components of a local area network, and participate in the evaluation of system configuration and software.
+ Other duties as assigned.
**Qualifications**
+ Associate degree from an accredited institution with 3+ years of experience OR
+ Bachelor's degree (preferred)
+ High school diploma or GED equivalent and an additional 5+ years of experience can be substituted for a degree
+ CompTIA Certification A+, Network+, or Security+ Secret clearance required
**Knowledge, Skills, and Abilities:**
+ Understanding of desktops, peripherals, operating systems (Windows, macOS), and software applications.
+ Techniques for diagnosing and resolving hardware, software, and network issues.
+ Familiarity with installing and configuring PCs, printers, OS, and application software.
+ Basics of antivirus, firewalls, and data protection.
+ Ability to identify and fix hardware, software, and network issues.
+ Strong communication skills for helping users, both remotely and in person.
+ Hands-on skills to set up and configure PCs, peripherals, and software.
+ Analytical thinking for quick and effective issue resolution.
+ Ability to prioritize tasks and manage multiple support requests.
+ Quick learner in new technologies and systems.
+ Careful installation, configuration, and documentation to avoid errors.
+ Ability to explain technical processes in a simple, user-friendly way.
+ Managing multiple technical issues simultaneously without loss of quality.
**How you'll grow**
At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their careers to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there's always room to learn.
We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers.
**Benefits**
At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits.
Learn more about what working at Chenega MIOS can mean for you.
**Chenega MIOS's culture**
Our positive and supportive culture encourages our team members to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and aware. We offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives.
**Corporate citizenship**
Chenega MIOS is led by a purpose to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our team members, and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities.
Learn more about Chenega's impact on the world.
Chenega MIOS News- from your Talent Acquisition Team**
We want job seekers exploring opportunities at Chenega MIOS to feel prepared and confident. To help you with your research, we suggest you review the following links:
Chenega MIOS web site - - - - Defense & Aerospace Solutions, LLC
**Estimated Salary/Wage**
USD $25.50/Hr. Up to USD $40.00/Hr.
Chenega Corporation and family of companies is an EOE.
Equal Opportunity Employer/Veterans/Disabled
Native preference under PL 93-638.
We participate in the E-Verify Employment Verification Program
Mid-level Help Desk Support Technician
Posted 15 days ago
Job Viewed
Job Description
Washington, DC Join our Talent Network
Mid-level Help Desk Support Technician
Washington, DC
C-CDAS-24-001
Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer's core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level!
As one of the newest Chenega companies, Chenega Defense & Aerospace Solutions (CDAS) was developed with the purpose of providing expert Engineering and Technical Support Services to federal customers.
TheMid-level Help Desk Support Technician provides support to distributed PC/networking environments, including installation, testing, repair, and troubleshooting for stand-alone PCs, PCs linked to networks, printers, and other computer peripherals. Support responsibilities include software installation and configurations.
Duties and Responsibilities:
+ Perform technical, operational, and training support to users of personal computers either by telephone or on-site for PC desktop hardware and software packages.
+ Install and test personal computers, printers, and other peripherals, configure the operating system, and load shrink-wrap programs, and other application software programs.
+ Troubleshoot computer problems, perform hardware and software diagnostics, coordinate needed repairs, resolve computer system problems, including coordination between users and components of a local area network, and participate in the evaluation of system configuration and software.
+ Other duties as assigned.
Minimum Qualifications: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)
+ Associate degree or bachelor's degree (preferred) from an accredited institution OR
+ High school diploma or GED equivalent and an additional 5+ years of experience can be substituted for a degree.
+ Mid-level with 3+ years of experience.
+ IT Certifications: CompTIA Certification A+, Network+, or Security+
+ Secret clearance
How you'll grow
At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their careers to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there's always room to learn.
We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers.
Benefits
At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits.
Learn more about what working at Chenega MIOS can mean for you.
Chenega MIOS's culture
Our positive and supportive culture encourages our team members to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and aware. We offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives.
Corporate citizenship
Chenega MIOS is led by a purpose to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our team members, and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities.
Learn more about Chenega's impact on the world.
Chenega MIOS News- from your Talent Acquisition Team
We want job seekers exploring opportunities at Chenega MIOS to feel prepared and confident. To help you with your research, we suggest you review the following links:
Chenega MIOS web site - - - - Demands: (The physical demands described here represent those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.)
While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee may use repeated motions, including arms, wrists, hands, and/or fingers. The employee is occasionally required to walk, stand, climb, balance, stoop, kneel, crouch, or crawl. The employee must occasionally lift and move up to 25 pounds. Specific vision abilities required by this job include close vision.
Work Environment: (The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.)
The employee will normally work in a temperature-controlled office environment, with frequent exposure to electronic office equipment. During visits to areas of operations, may be exposed to extreme cold or hot weather conditions. Is occasionally exposed to fumes or airborne particles, toxic or caustic chemicals, and loud noise.
Chenega Corporation is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or protected veteran status and will not be discriminated against on basis of disability. Affirmative Action plans are available for review by employees and job seekers by contacting our EEO/AA officer at . If you are having technical issues or need an accommodation, please e-mail us Every effort will be made to respond within 24 business hours.
( . Native preference under PL 93-638. Drug-free workplace.
We participate in the E-Verify Employment Verification Program ( .
Join our Talent Network
Chenega Corporation and family of companies is an EOE. Equal Opportunity Employer/Veterans/Disabled Native preference under PL 93-638. We participate in the E-Verify Employment Verification Program
Call Center Agent - Veterans Evaluation Services (Remote)
Posted 6 days ago
Job Viewed
Job Description
Maximus is currently hiring for Call Center Agents to join our Veterans Evaluation Services (VES) team. This is a remote opportunity. The Call Center Agent is responsible for screening all incoming VES calls, as well as directing courteous, educated information to both Veterans and providers alike. This position will require daily high volume inbound and outbound calling.
This position will start training on Monday, November 3, 2025.
Due to contract requirements, only US Citizens and Green Card holders can be considered for this opportunity.
Essential Duties and Responsibilities:
- Properly authenticate each caller before verifying or releasing any information.
- Place outgoing and receive incoming calls to and from Veterans regarding compensation and pension exams.
- Verify and modify personal information.
- Obtain scheduling availability and traveling availability of Veterans.
- Confirm or reschedule appointments.
- Properly modify changes and document information in OMS.
- Forward calls to staff members in other departments.
- Notify providers of cancellations for appointments scheduled within 72 hours from time of call.
- Submit templates and other requests to various individuals and departments within the Agency.
- Explain policies and procedures of VES and the VA to Veterans who are unfamiliar with our company.
- Explain the purpose of attending required exams, explain approximate time frames for returning reports/documents to the VA, and explain the process for travel reimbursement.
- Maintain maximum security implementing and enforcing HIPPA with medical providers, veterans, and VA employees.
- Receive/submit power of attorney forms to diagnostics.
- Maintain a low call time of 5 minutes or less per call.
- Maintain all emails and respond efficiently.
- Respond efficiently to web contacts sent by veterans.
- Ability to commit to a five week training period of 8:00AM-4:30PM CT Monday-Friday with zero absences starting Monday November 3, 2025 is required.
- After training is completed, the ability to work a shift between the hours of 5:45AM-7:00PM CT Monday-Friday or between the hours of 7:15AM-4:00PM CT Tuesday-Saturday is required.
- Minimum six (6) months Customer Service experience is required.
- Previous VES experience is preferred.
- One (1) year previous Call center experience is preferred.
Please note upon hire, Veteran Evaluation Services (VES), a Maximus Co. will provide all necessary computer equipment that is to be utilized to fulfill the duties of your role. New hires will not be exempt from using company provided equipment.
New hires will be required to provide their current, permanent home address so that equipment can be sent out. It is required to notify recruitment if you experience or anticipate a future change in address between the time of offer, and through the first 5 weeks of training, as soon as possible. Delivery to PO Boxes will not be accommodated, must be a physical address.
Home Office Requirements Using Maximus-Provided Equipment:
- Internet speed of 20mbps or higher required (you can test this by going to
- Connectivity to the internet via either Wi-Fi or Category 5 or 6 ethernet patch cable to the home router
- Private work area and adequate power source
- Must currently and permanently reside in the Continental US
- In accordance with SCA contract requirements, remote work must be conducted from the location specified at the time of hire. Travel is not permitted, and you are required to remain at your designated home location for all work activities.
Minimum Requirements
- High School Diploma or GED required.
EEO Statement
Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.
Pay Transparency
For positions on this contract, Maximus will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation.
Accommodations
Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at .
Minimum Salary
$
17.75
Maximum Salary
$
21.20
Project Manager - Technical Support Services/Help Desk
Posted 3 days ago
Job Viewed
Job Description
Job Type
Full-time
Description
Overview
Tanaq Technical Services (TTS), a division of St. George Tanaq (SGT) Corporation, is an 8(a) Alaskan Native Small Business that specializes in delivering Enterprise Integrated Technology Solutions and Support Services to the Federal Government. TTS's innovative approach combines proactive strategies, efficient processes and emerging technologies to deliver seamless, integrated services for our clients. TTS prides itself in being Mission Driven, People Focused. To learn more about us, visit
About the Role
We are seeking a Project Manager to oversee the full lifecycle of Tier 1-3 Technology Support Services for our federal government customer, including day-to-day operations, staffing, escalation management, and contractor performance. This role ensures seamless delivery of IT support across our customer's local, state and nationwide offices. The Project Manager will coordinate with internal teams, external vendors, and contractors to maintain optimal system performance, deliver exceptional customer service, and achieve operational efficiency.
This is a hybrid remote position based in Washington, D.C. that will require some onsite work at the customer's locations. An estimated 25% annual travel within the U.S. will be required. This position is contingent on contract award.
Responsibilities
Program Oversight & Staff Management
- Manage all Tier 1-3 support personnel (approx. 30 contractors during standard operations; up to 25 additional during customer transition periods).
- Ensure appropriate staffing levels and schedules for 24/7/365 coverage, including escalation planning and resource allocation.
- Augment staffing with specialized personnel or subject matter experts as needed (e.g., cloud specialists, legacy system integrators, COTS specialists).
- Supervise contractor performance, conduct regular performance reviews, and ensure adherence to quality standards.
- Oversee Tier 1 Help Desk operations providing front-line support via phone, live chat, remote desktop tools, and on-site visits.
- Supervise Tier 2 and Tier 3 advanced technical support, including direct executive-level support, device deployment, mobile device management, endpoint support, and software/hardware troubleshooting.
- Monitor IT service delivery metrics, SLAs, and performance KPIs to ensure service quality and customer satisfaction.
- Implement and maintain knowledge management resources, documentation, and user guides for IT systems and applications.
- Apply ITIL and Agile methodologies to ensure structured and responsive IT service management.
- Coordinate with internal customer IT groups and external vendors to resolve complex technical issues and implement system improvements.
- Utilize automation, PowerShell scripts, and reporting tools (Power BI, ServiceNow, Jira) to streamline maintenance, reporting, and escalation workflows.
- Serve as the primary point of contact for executive-level staff and office leadership regarding IT support concerns.
- Actively communicate updates, alerts, and system changes to customer offices through multiple communication channels.
- Ensure continuous feedback loops between support staff and end-users to improve service delivery and adoption of IT solutions.
- Maintain strict adherence to customer IT security policies, role-based access controls, and federal compliance standards.
- Ensure data integrity, security, and accuracy during user support, device provisioning, and data migrations.
- Participate in customer IT initiatives and special projects as assigned.
- Provide input on technology upgrades, IT process improvements, and cost-saving strategies.
Required Experience and Skills
- 5+ years of project or program management experience supporting IT help desks or enterprise IT operations.
- Experience managing multi-tiered IT support teams in 24/7/365 environments in a Hybrid Teaming Model (multiple locations).
- Strong understanding of ITIL, Agile, and service desk best practices.
- Familiarity with IT tools including ServiceNow, Jira, PowerShell, Power BI, AirWatch, Intune, Jamf, and BigFix.
- Experience with device deployment, endpoint management, and enterprise software support.
- Proven ability to manage staff augmentation, subcontractors, and partner networks.
- Strong communication, leadership, and problem-solving skills.
- Ability to pass required Federal background screening / security check including basic and expanded investigations. Ability to obtain and maintain both government clearance and customer approval.
- Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.
- Previous experience supporting federal government agency IT operations preferred.
- Knowledge of security frameworks such as NIST RMF, FISMA, or CMMC preferred.
- Experience managing IT support during high-demand transition periods preferred.
- Bachelor's degree in Computer Science, Information Technology, or related field required (Master's preferred).
- PMP or equivalent project management certification (CAPM, Agile/Scrum) preferred.
- Candidates must reside in or within daily commuting distance of Washington, D.C.
- Must be willing and able to travel an estimated 25% of time within the U.S.
- Prolonged periods of sitting at a desk and working on a computer. May need to lift up to 25 pounds occasionally.
Pay Range
The projected annual salary range for this position is $118,278 - $194,876 USD. Please note that the salary information listed is a good faith estimate for this position and a general guideline only. Multiple factors are considered in determining final pay for a position, including, but not limited to, the candidate's relevant work experience, skills, education, certifications, and competencies that align with the specified role, geographic location, as well as business considerations and contract provisions regarding labor categories that are specific to the position.
Benefits Information
Benefits offered may vary depending on the nature of your employment with Tanaq. Full-time US-based employees gain access to healthcare benefits (Medical, Dental, Vision), Basic Life Insurance, Short-Term Disability, Long-Term Disability, 401(k), Flexible Spending Account, EAP, Education Reimbursement, Paid Time Off and Holidays.
Who We Are
Tanaq Technical Services (TTS) strives to deeply understand and analyze our clients' vision, needs, and requirements so we may provide alternative solutions, empowering them to choose the best resolution. We aim to achieve excellence by delivering on our commitments to our clients, employees, and partners.
Our Commitment to Non-Discrimination
Tanaq Technical Services is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, or local law. Tanaq complies with the Drug-free Workplace Act of 1988 and E-Verify.
If you are an individual with a disability and need assistance completing any part of the application process, please email to request a reasonable accommodation. This email is for accommodation requests only and cannot be used to inquire about the status of applications.
Notice on Candidate AI Usage
Tanaq is committed to ensuring a fair and competitive interview process for all candidates based on their experience, skills and education. To ensure the integrity of the interview process, the use of artificial intelligence (AI) tools to generate or assist with responses during phone, in person and virtual interviews is not allowed. However, candidates who require a reasonable accommodation that may involve AI are required to contact us prior to their interview at
To apply for this position, visit:
Project Manager - Technical Support Services/Help Desk
Posted 4 days ago
Job Viewed
Job Description
Project Manager - Technical Support Services/Help Desk
WFH Flexible-Washington, DC (
Job Type
Full-time
Description
Overview
Tanaq Technical Services (TTS), a division of St. George Tanaq (SGT) Corporation, is an 8(a) Alaskan Native Small Business that specializes in delivering Enterprise Integrated Technology Solutions and Support Services to the Federal Government. TTS's innovative approach combines proactive strategies, efficient processes and emerging technologies to deliver seamless, integrated services for our clients. TTS prides itself in being Mission Driven, People Focused. To learn more about us, visit
About the Role
We are seeking a Project Manager to oversee the full lifecycle of Tier 1-3 Technology Support Services for our federal government customer, including day-to-day operations, staffing, escalation management, and contractor performance. This role ensures seamless delivery of IT support across our customer's local, state and nationwide offices. The Project Manager will coordinate with internal teams, external vendors, and contractors to maintain optimal system performance, deliver exceptional customer service, and achieve operational efficiency.
This is a hybrid remote position based in Washington, D.C. that will require some onsite work at the customer's locations. An estimated 25% annual travel within the U.S. will be required. This position is contingent on contract award.
Responsibilities
Program Oversight & Staff Management
-
Manage all Tier 1-3 support personnel (approx. 30 contractors during standard operations; up to 25 additional during customer transition periods).
-
Ensure appropriate staffing levels and schedules for 24/7/365 coverage, including escalation planning and resource allocation.
-
Augment staffing with specialized personnel or subject matter experts as needed (e.g., cloud specialists, legacy system integrators, COTS specialists).
-
Supervise contractor performance, conduct regular performance reviews, and ensure adherence to quality standards.
Operational Management
-
Oversee Tier 1 Help Desk operations providing front-line support via phone, live chat, remote desktop tools, and on-site visits.
-
Supervise Tier 2 and Tier 3 advanced technical support, including direct executive-level support, device deployment, mobile device management, endpoint support, and software/hardware troubleshooting.
-
Monitor IT service delivery metrics, SLAs, and performance KPIs to ensure service quality and customer satisfaction.
-
Implement and maintain knowledge management resources, documentation, and user guides for IT systems and applications.
Process & Methodology
-
Apply ITIL and Agile methodologies to ensure structured and responsive IT service management.
-
Coordinate with internal customer IT groups and external vendors to resolve complex technical issues and implement system improvements.
-
Utilize automation, PowerShell scripts, and reporting tools (Power BI, ServiceNow, Jira) to streamline maintenance, reporting, and escalation workflows.
Customer Engagement & Communication
-
Serve as the primary point of contact for executive-level staff and office leadership regarding IT support concerns.
-
Actively communicate updates, alerts, and system changes to customer offices through multiple communication channels.
-
Ensure continuous feedback loops between support staff and end-users to improve service delivery and adoption of IT solutions.
Compliance & Security
-
Maintain strict adherence to customer IT security policies, role-based access controls, and federal compliance standards.
-
Ensure data integrity, security, and accuracy during user support, device provisioning, and data migrations.
Additional Duties
-
Participate in customer IT initiatives and special projects as assigned.
-
Provide input on technology upgrades, IT process improvements, and cost-saving strategies.
Requirements
Required Experience and Skills
-
5+ years of project or program management experience supporting IT help desks or enterprise IT operations.
-
Experience managing multi-tiered IT support teams in 24/7/365 environments in a Hybrid Teaming Model (multiple locations).
-
Strong understanding of ITIL, Agile, and service desk best practices.
-
Familiarity with IT tools including ServiceNow, Jira, PowerShell, Power BI, AirWatch, Intune, Jamf, and BigFix.
-
Experience with device deployment, endpoint management, and enterprise software support.
-
Proven ability to manage staff augmentation, subcontractors, and partner networks.
-
Strong communication, leadership, and problem-solving skills.
-
Ability to pass required Federal background screening / security check including basic and expanded investigations. Ability to obtain and maintain both government clearance and customer approval.
-
Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.
-
Previous experience supporting federal government agency IT operations preferred.
-
Knowledge of security frameworks such as NIST RMF, FISMA, or CMMC preferred.
-
Experience managing IT support during high-demand transition periods preferred.
Education and Training
-
Bachelor's degree in Computer Science, Information Technology, or related field required (Master's preferred).
-
PMP or equivalent project management certification (CAPM, Agile/Scrum) preferred.
Physical Requirements
-
Candidates must reside in or within daily commuting distance of Washington, D.C.
-
Must be willing and able to travel an estimated 25% of time within the U.S.
-
Prolonged periods of sitting at a desk and working on a computer. May need to lift up to 25 pounds occasionally.
Pay Range
The projected annual salary range for this position is $118,278 - $194,876 USD. Please note that the salary information listed is a good faith estimate for this position and a general guideline only. Multiple factors are considered in determining final pay for a position, including, but not limited to, the candidate's relevant work experience, skills, education, certifications, and competencies that align with the specified role, geographic location, as well as business considerations and contract provisions regarding labor categories that are specific to the position.
Benefits Information
Benefits offered may vary depending on the nature of your employment with Tanaq. Full-time US-based employees gain access to healthcare benefits (Medical, Dental, Vision), Basic Life Insurance, Short-Term Disability, Long-Term Disability, 401(k), Flexible Spending Account, EAP, Education Reimbursement, Paid Time Off and Holidays.
Who We Are
Tanaq Technical Services (TTS) strives to deeply understand and analyze our clients' vision, needs, and requirements so we may provide alternative solutions, empowering them to choose the best resolution. We aim to achieve excellence by delivering on our commitments to our clients, employees, and partners.
Our Commitment to Non-Discrimination
Tanaq Technical Services is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, or local law. Tanaq complies with the Drug-free Workplace Act of 1988 and E-Verify.
If you are an individual with a disability and need assistance completing any part of the application process, please email to request a reasonable accommodation. This email is for accommodation requests only and cannot be used to inquire about the status of applications.
Notice on Candidate AI Usage
Tanaq is committed to ensuring a fair and competitive interview process for all candidates based on their experience, skills and education. To ensure the integrity of the interview process, the use of artificial intelligence (AI) tools to generate or assist with responses during phone, in person and virtual interviews is not allowed. However, candidates who require a reasonable accommodation that may involve AI are required to contact us prior to their interview at
To apply for this position, visit:
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Project Manager - Technical Support Services/Help Desk
Posted 15 days ago
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Job Description
WFH Flexible-Washington, DC ( Type
Full-time
Description
**Overview**
Tanaq Technical Services (TTS), a division of St. George Tanaq (SGT) Corporation, is an 8(a) Alaskan Native Small Business that specializes in delivering Enterprise Integrated Technology Solutions and Support Services to the Federal Government. TTS's innovative approach combines proactive strategies, efficient processes and emerging technologies to deliver seamless, integrated services for our clients. TTS prides itself in being Mission Driven, People Focused. To learn more about us, visit the Role**
We are seeking a **Project Manager** to oversee the full lifecycle of Tier 1-3 Technology Support Services for our federal government customer, including day-to-day operations, staffing, escalation management, and contractor performance. This role ensures seamless delivery of IT support across our customer's local, state and nationwide offices. The Project Manager will coordinate with internal teams, external vendors, and contractors to maintain optimal system performance, deliver exceptional customer service, and achieve operational efficiency.
This is a hybrid remote position based in Washington, D.C. that will require some onsite work at the customer's locations. An estimated 25% annual travel within the U.S. will be required. This position is contingent on contract award.
**Responsibilities**
**Program Oversight & Staff Management**
+ Manage all Tier 1-3 support personnel (approx. 30 contractors during standard operations; up to 25 additional during customer transition periods).
+ Ensure appropriate staffing levels and schedules for 24/7/365 coverage, including escalation planning and resource allocation.
+ Augment staffing with specialized personnel or subject matter experts as needed (e.g., cloud specialists, legacy system integrators, COTS specialists).
+ Supervise contractor performance, conduct regular performance reviews, and ensure adherence to quality standards.
**Operational Management**
+ Oversee Tier 1 Help Desk operations providing front-line support via phone, live chat, remote desktop tools, and on-site visits.
+ Supervise Tier 2 and Tier 3 advanced technical support, including direct executive-level support, device deployment, mobile device management, endpoint support, and software/hardware troubleshooting.
+ Monitor IT service delivery metrics, SLAs, and performance KPIs to ensure service quality and customer satisfaction.
+ Implement and maintain knowledge management resources, documentation, and user guides for IT systems and applications.
**Process & Methodology**
+ Apply ITIL and Agile methodologies to ensure structured and responsive IT service management.
+ Coordinate with internal customer IT groups and external vendors to resolve complex technical issues and implement system improvements.
+ Utilize automation, PowerShell scripts, and reporting tools (Power BI, ServiceNow, Jira) to streamline maintenance, reporting, and escalation workflows.
**Customer Engagement & Communication**
+ Serve as the primary point of contact for executive-level staff and office leadership regarding IT support concerns.
+ Actively communicate updates, alerts, and system changes to customer offices through multiple communication channels.
+ Ensure continuous feedback loops between support staff and end-users to improve service delivery and adoption of IT solutions.
**Compliance & Security**
+ Maintain strict adherence to customer IT security policies, role-based access controls, and federal compliance standards.
+ Ensure data integrity, security, and accuracy during user support, device provisioning, and data migrations.
**Additional Duties**
+ Participate in customer IT initiatives and special projects as assigned.
+ Provide input on technology upgrades, IT process improvements, and cost-saving strategies.
Requirements
**Required Experience and Skills**
+ 5+ years of project or program management experience supporting IT help desks or enterprise IT operations.
+ Experience managing multi-tiered IT support teams in 24/7/365 environments in a Hybrid Teaming Model (multiple locations).
+ Strong understanding of ITIL, Agile, and service desk best practices.
+ Familiarity with IT tools including ServiceNow, Jira, PowerShell, Power BI, AirWatch, Intune, Jamf, and BigFix.
+ Experience with device deployment, endpoint management, and enterprise software support.
+ Proven ability to manage staff augmentation, subcontractors, and partner networks.
+ Strong communication, leadership, and problem-solving skills.
+ Ability to pass required Federal background screening / security check including basic and expanded investigations. Ability to obtain and maintain both government clearance and customer approval.
+ Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.
+ Previous experience supporting federal government agency IT operations preferred.
+ Knowledge of security frameworks such as NIST RMF, FISMA, or CMMC preferred.
+ Experience managing IT support during high-demand transition periods preferred.
**Education and Training**
+ Bachelor's degree in Computer Science, Information Technology, or related field required (Master's preferred).
+ PMP or equivalent project management certification (CAPM, Agile/Scrum) preferred.
**Physical Requirements**
+ Candidates must reside in or within daily commuting distance of Washington, D.C.
+ Must be willing and able to travel an estimated 25% of time within the U.S.
+ Prolonged periods of sitting at a desk and working on a computer. May need to lift up to 25 pounds occasionally.
**Pay Range**
The projected annual salary range for this position is $118,278 - $194,876 USD. Please note that the salary information listed is a good faith estimate for this position and a general guideline only. Multiple factors are considered in determining final pay for a position, including, but not limited to, the candidate's relevant work experience, skills, education, certifications, and competencies that align with the specified role, geographic location, as well as business considerations and contract provisions regarding labor categories that are specific to the position.
**Benefits Information**
Benefits offered may vary depending on the nature of your employment with Tanaq. Full-time US-based employees gain access to healthcare benefits (Medical, Dental, Vision), Basic Life Insurance, Short-Term Disability, Long-Term Disability, 401(k), Flexible Spending Account, EAP, Education Reimbursement, Paid Time Off and Holidays.
**Who We Are**
Tanaq Technical Services (TTS) strives to deeply understand and analyze our clients' vision, needs, and requirements so we may provide alternative solutions, empowering them to choose the best resolution. We aim to achieve excellence by delivering on our commitments to our clients, employees, and partners.
**Our Commitment to Non-Discrimination**
Tanaq Technical Services is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, or local law. Tanaq complies with the Drug-free Workplace Act of 1988 and E-Verify.
If you are an individual with a disability and need assistance completing any part of the application process, please email to request a reasonable accommodation. This email is for accommodation requests only and cannot be used to inquire about the status of applications.
**Notice on Candidate AI Usage**
Tanaq is committed to ensuring a fair and competitive interview process for all candidates based on their experience, skills and education. To ensure the integrity of the interview process, the use of artificial intelligence (AI) tools to generate or assist with responses during phone, in person and virtual interviews is not allowed. However, candidates who require a reasonable accommodation that may involve AI are required to contact us prior to their interview at
**To apply for this position, visit:**