Help Desk HR Project Manager

Knowledge Management, Inc.•Washington, DC

18h•Onsite

About The Position

We are seeking an experienced and resilient Help Desk HR Project Manager to support a federal government Human Resources (HR) Help Desk. This role requires not only strong project management expertise but also proven ability to take over and stabilize teams that have operated in challenging or toxic environments. The ideal candidate will be skilled in rebuilding trust, fostering collaboration, and navigating complex relationships between government clients, prime contractors, and subcontractors. The Project Manager will ensure help desk operations are delivered effectively, in compliance with federal standards, while improving team morale and strengthening stakeholder confidence.

Requirements

Bachelor's degree in Human Resources, Business Administration, Project Management, or related field.
5+ years of project management experience, preferably in federal contracting, HR operations, or help desk environments.
Proven track record of successfully taking over and turning around teams in toxic or high-conflict environments.
Demonstrated experience managing complex relationships across government clients, prime contractors, and subcontractors.
Knowledge of HR processes such as benefits, payroll, leave management, and onboarding.
Strong understanding of federal compliance requirements, including data security and confidentiality.
Proficiency with project management tools.
Strong leadership with the ability to rebuild and stabilize struggling teams.
High emotional intelligence, resilience, and diplomacy in challenging environments.
Excellent communication and negotiation skills across government and contractor relationships.
Ability to manage multiple priorities and deliver in high-pressure situations.
Strong analytical, problem-solving, and conflict resolution skills.
High integrity and professionalism when working with sensitive government HR data.

Nice To Haves

Experience with HR service management platforms (e.g., ServiceNow, PeopleSoft) is a plus.
PMP, CSM, or equivalent certification preferred.

Responsibilities

Lead and manage HR Help Desk projects supporting federal clients, including system enhancements, workflow improvements, and service delivery initiatives.
Develop and manage project plans, schedules, budgets, and deliverables in compliance with contractual requirements.
Facilitate project meetings, track progress, manage risks, and ensure timely resolution of issues.
Take over teams impacted by difficult or toxic work environments and drive efforts to reestablish a healthy, professional, and accountable workplace culture.
Implement strategies to rebuild morale, trust, and cohesion among team members, including those from multiple organizations.
Model and enforce professional communication, conflict resolution, and collaborative problem-solving.
Ensure all deliverables meet federal standards, contract obligations, and Service Level Agreements (SLAs).
Maintain compliance with government policies, data security protocols, and confidentiality requirements.
Prepare and submit required reports, documentation, and status updates for government oversight.
Serve as the primary point of contact for the federal client, balancing client expectations with contract realities.
Navigate sensitive dynamics between government customers, prime contractors, and subcontractors to restore and maintain effective working relationships.
Provide clear, professional communication to all stakeholders, ensuring alignment and transparency in project execution.
Partner with HR operations teams to monitor help desk performance metrics (response times, resolution rates, customer satisfaction).
Identify areas for process automation, workflow optimization, and improved employee service delivery.
Drive continuous improvement initiatives to enhance the efficiency and effectiveness of the HR Help Desk.