Project Manager (VA ESOM)

Kentro • Washington, DC

5d • Hybrid

About The Position

Kentro is hiring for a VACO Project Manager to support the VA ESOM contract. The Project Manager must have experience managing Information Technology-related services and personnel and supporting high-touch, customer-facing IT operations. The Project Manager must be well versed in IT service management and customer relationship management, with demonstrated experience supporting Senior Executive Service (SES), C-suite, and other executive/VIP-level customers. This role requires exceptional customer service, professionalism, discretion, and the ability to build and maintain strong relationships with senior-level clients. Must have experience managing personnel and tracking incidents, service requests, end user operations, and performance. Must be able to identify and mitigate risks. This role is hybrid, located in Washington, DC, requiring a minimum of three days onsite per week, with additional onsite presence as needed. Travel may be required. The compensation range is $150-$160K annually, determined by market conditions and role requirements, with final salary based on candidate's skills, experience, education, certifications, location, and security clearance.

Requirements

• Bachelor's degree in computer science, electronics engineering, or other engineering or technical discipline.
• 10+ years of relevant experience.
• 8 years of additional relevant experience may be substituted for education.
• Experience managing Information Technology-related services and personnel.
• Experience with personnel career development, performance reviews, remediation, and recognition.
• Well versed in IT service management and customer relationship management.
• Demonstrated experience supporting and managing relationships with SES, C-suite, senior executives, or other VIP-level customers.
• Exceptional customer service and client relationship management skills, with the ability to establish credibility and trusted relationships with senior-level stakeholders.
• Demonstrated ability to operate professionally and effectively in a high-touch, executive-facing support environment.
• Experience with IT incident and service request ticketing systems.
• Strong analytical, problem-solving, and communication skills with sharp attention to detail.
• Must communicate clearly with team members and customers and be comfortable with coordination and collaboration across technical and executive stakeholder groups.
• Must possess superior oral and written communication skills to convey issues, reports, and other deliverables clearly and effectively.
• Must be able to work onsite at VACO in Washington, DC a minimum of three (3) days per week.
• US Citizen or Lawful Permanent Resident (Green Card)
• Willing and able to obtain and maintain Public Trust Clearance
• Must meet updated ID requirements

Nice To Haves

• PMP certified – preferred, or relevant project management experience.
• ITIL Foundation certified or equivalent IT service management certification – preferred, or relevant experience.
• Prior experience leading or managing White Glove, VIP, executive, or high-touch IT support services.
• Experience supporting IT operations within a federal government or similarly complex enterprise environment.

Responsibilities

• Oversee all assigned project contractor personnel and tasks through to completion and adhere to project scopes and deliverables.
• Facilitate status meetings with stakeholders and maintain clear communication about project expectations and roles.
• Serve as a key point of contact for VACO stakeholders and build strong, trusted relationships with SES, C-suite, and other executive/VIP-level customers.
• Ensure White Glove support is delivered with a high degree of professionalism, responsiveness, discretion, and customer service.
• Facilitate the onboarding and offboarding of personnel.
• Conduct regular and formal reviews with assigned personnel, VA Area Managers, and VA IT Supervisors.
• Develop and maintain staffing rosters, performance history, and improvement plans.
• Notify ITC and VA management of any critical issues and develop remediation and improvement plans.
• Participate in the development of project standards and procedures.
• Track service metrics and take corrective actions as needed.
• Proactively identify and escalate customer service concerns, risks, or issues that could impact the executive/VIP customer experience.

Benefits

• paid time off
• healthcare benefits
• supplemental benefits
• 401k including an employer match
• discount perks
• rewards
• education reimbursement for certifications, degrees, or professional development
• flexibility for you to take a course, complete a certification, or other professional growth and networking
• funds for activities – virtual and in-person – e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations.
• host and attend charity galas/events

What This Job Offers

• Job Type: Full-time
• Career Level: Senior