Helpdesk / Operations Project Manager (PM)

Harmonia Holdings Group, LLC is an award-winning, rapidly growing federal government contractor committed to providing innovative, high-performing solutions to our government clients and focused on fostering a workplace that encourages growth, initiative, creativity, and employee satisfaction.  

Title: Helpdesk / Operations Project Manager (PM)

Location: Washington, D.C. (Onsite)

Terms: Full-time

Clearance: Top Secret (TS) with SCI eligibility

Travel: 0%

Description

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.

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.

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).

 Desired

• 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.

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Here at Harmonia we are pleased to have been repeatedly recognized for our outstanding work culture, the innovative work we do, and the employees on our team who make a difference each day.  Some of these recognitions include:  

• Recognized as a Top 20 "Best Place to Work in Virginia"
• Recipient of Department of Labor's HireVets Gold Medallion
• Great Place to Work Certification for five years running
• A Virginia Chamber of Commerce Fantastic 50 company
• A Northern Virginia Technology Council Tech 100 company 
• Inc. 5000 list of fastest growing companies for eleven years
• Two-time SBA SBIR Tibbett's Award winner
• Virginia Values Veterans (V3) Certification

We recognize that every bit of our success is the result of our teams of hard-working, motivated, and innovative professionals who are proud to call themselves part of the Harmonia family!   In addition to competitive compensation, a family-focused culture, and a dynamic, productive work environment, we offer all full-time employees a variety of benefits including, but not limited to

• Traditional and HSA- eligible medical insurance plans 
• 100% employer-paid dental and vision insurance options 
• 100% employer-sponsored STD, LTD, and life insurance