Project Analyst Supervisor

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist in the ongoing management of projects, changes, and user inquiries.

• Supervise project analysts and support personnel providing technical help desk assistance to a federal agency.

• Manage minor technical projects and help desk initiatives.

• Identify, monitor, resolve, and escalate technical issues to the appropriate resolver groups.

• Assess help desk staff performance and their progress towards annual objectives.

• Offer training, feedback, onboarding, and professional development support.

• Ensure the quality of work and deliverables to customers.

• Conduct quality assurance reviews of escalation processes and documentation practices.

• Communicate updates regarding technical policies, processes, and delivery requirements.

• Drive process improvement and knowledge management initiatives.

• Review, validate, and submit monthly reports from the team.

• Approve timecards and manage leave requests along with coverage planning.

• Analyze trends and dashboard analytics against response-time metrics.

• Complete annual performance evaluations and implement Performance Improvement Plans as necessary.

• Assist with project management tasks for stakeholders in the Division of Technology.

• Organize meetings for change management, assessments, user notifications, and implementation tracking.

• Support IT governance processes and gate reviews.

• Facilitate SCRUM meetings and identify obstacles and solutions.

• Provide structured customer support and escalate requests to development and operations teams.

• Maintain support documentation and log requests in the designated Service Console.

• Troubleshoot end-user issues and collaborate with cross-functional resolver groups.

• Implement projects, create work plans, and ensure timely completion.

• Manage business applications while performing system administration and user management tasks.

• Undertake other assigned projects as necessary.

⛳️ Requirements

• BA/BS in computer science, information technology, or a related discipline.

• Minimum of 5 years of relevant experience.

• At least 2 years of supervisory experience.

• Previous experience in leading a team within a service desk or technical capacity is preferred.

• Proven ability to coordinate teams and oversee senior-level staff, ideally in a service desk or technical setting.

• Understanding of the System Development Life Cycle (SDLC).

• Experience in IT project management and Agile/SCRUM methodologies.

• Familiarity with Customer Relationship Management systems such as Salesforce or ServiceNow.

• Salesforce administration experience is preferred.

• Strong customer service skills.

• Excellent analytical and problem-solving abilities.

• Strong interpersonal skills for effective communication with internal and external personnel at all levels.

• Ability to safeguard sensitive information.

• Existing T4 Public Trust or capability to obtain one.

• No current security clearance required.

• Less than 10% travel is expected.

🏝️ Benefits

• Options for medical plans, some including Health Savings Accounts.

• Choices for dental plans.

• Vision plan availability.

• 401(k) plan with both pre-tax and post-tax contributions and company matching.

• Flexible work weeks where feasible.

• Leave options including vacation, sick, personal, holiday, paid parental, military, bereavement, and jury duty leave.

• Typically 15 days of paid leave each calendar year.

• 10 paid holidays annually.

• Up to 160 hours of paid family leave within a rolling 12-month period for eligible employees.

• Short- and long-term disability benefits.

• Life insurance coverage.

• Accidental death and dismemberment insurance.

• Personal accident insurance.

• Critical illness insurance.

• Business travel and accident insurance.