• 16-Feb-2018 to 11-Dec-2018 (EST)
  • Professional Services
  • Fort Meade, MD, USA
  • Full Time

Mercom Corporation is seeking qualified candidates for a Project Manager in the Ft. Meade, MD area. This position will be directly supporting multiple agencies within Intelligence Community and requires an active TS/SCI clearance. The candidate will perform tasks in support of Mission Critical IT operations and will be tasked with the timely completion of assigned duties. Day to day tasks can and will have direct impact on warfighters stationed throughout the world. The ideal candidate for this position would be one that can work well under pressure and can also work in a team environment and/or on individual projects.

Responsibilities include:

Service Management

  1. Maintain high performing service support functions including a Service Desk and Operations Center providing End User, Voice, Network, and VIP Support.
  2. Own Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and responding to service improvement activities as required
  3. Own the escalation process, be accountable for major incidents to ensure coordination amongst resolving parties, effective communication to stakeholders and swift restoration of services
  4. Monitor, control and support all aspects of day-to-day operations; ensuring systems, methodologies and procedures are in place and followed
  5. Account for the quality of service and performance; ensuring operational needs are factored into future demand from growth and projects
  6. Ensure adequate staffing is maintained 24x7x365 to meet Service Level Agreements

Meeting Support

  1. Provide input into daily status meetings to include current operational status, issues encountered over the past 24 hours, trending issues or problems, and status of resolution.
  2. Provide situational input into the Change Management Proces


  1. Lead the Operations team to continually improve services within our span of control
  2. Ensure training for members of the Operations Group is up-to-date and carried out and Standard Operating Procedures are followed by all.
  3. Work with the Technical Design team to evolve standards for hardware, software, and security to facilitate proactive monitoring in the desktop environment and provide operational needs to satisfy Service Level Agreements
  4. Ensure the execution of appropriate processes and procedures in response to conditions encountered within the environment

Performance & Quality

  1. Recommend changes to and provide input for Service Improvement Plans
  2. Ensure actions that are planned to protect and improve services are carried out
  3. Provide regular management reporting on IT Service performance
  4. Manage staff including recruitment, mentoring, training, target setting and performance assessment
  5. Be an ambassador for Operations, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments

Basic Qualifications:

  1. TS/SCI polygraph clearance
  2. Bachelor of Science degree in IT Management, Computer Science, Engineering or related discipline or equivalent work experience. Master's degree is desirable.
  3. Twelve years' enterprise systems support experience demonstrating responsibility supporting corporate applications, infrastructure, and/or network.
  4. Five years' experience leading a service oriented organization with preference on experience in an Operations Director/Manager role.
  5. Understands how to drive and implement strategic technology solutions in support of critical business functions.
  6. Demonstrated ability for independent decision making, supporting large customer groups, and providing guidance and direction to very visible projects.
  7. Demonstrated ability to assume higher level leadership roles and responsibilities in critical situations
  8. Ability to be on-call as well as flexibility including shift and responding off-hours
  9. ITIL Foundations Certification
  10. Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
  11. Excellent leadership and people management skills
  12. Excellent written and verbal communication skills
  13. Willingness to support and mentor junior staff
  14. Excellent customer facing/customer service skills
  15. Able to work under pressure and meet deadlines


All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, veteran status, sex, national origin, or any other legally protected status.  

Mercom Corporation is a Women Owned Small Business (WOSB), Economically Disadvantaged Women Owned Small Business (EDWOSB) and a Small Disadvantaged Business. With offices both Pawleys Island, SC and Fairfax, VA, Mercom provides our customers with unique solutions based on state of the art technologies for today and tomorrow. We pride ourselves in understanding our customer's requirements and assisting them in improving their network and security infrastructure while maintaining a high level of service and dedication to integrity. Our focus is combining the best technology with the best people, affording our clients the finest solution with first class customer service and dedication to excellence. Mercom is an ISO 9001:2008 certified company. In addition to maintaining ISO 9001:2008, Mercom is CMMIDEV /3 certified. Mercom Corporation is an Equal Employment Opportunity (EEO) Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, veteran status, sex, national origin, or any other legally protected status.

Mercom is a drug free workplace.

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