Service Order Desk Project Manager

Job Description

Job Description

Description:

POSITION OVERVIEW

· Serves as the primary point of contact between the Contractor and the Government, including the Contracting Officer (KO) and Contracting Officer’s Representative (COR).

· Provides overall management, supervision, and coordination of Service Order Desk (SOD) operations to ensure all requirements of the Performance Work Statement (PWS) are successfully executed.

· Oversees day-to-day operations of the Service Order Desk, ensuring all service requests are received, documented, processed, and tracked in accordance with established procedures.

· Ensures continuous operational coverage during duty hours, non-duty hours, weekends, and federal holidays as required by the contract.

· Supervises Service Order Desk personnel, including GFEBS Lead and SOD Operators, and ensures staff are properly trained and capable of performing all assigned tasks.

· Ensures the accurate use of systems such as GFEBS and ArMA for service request entry, tracking, reporting, and maintenance coordination.

· Monitors contract performance to ensure compliance with quality standards, response times, and operational requirements established in the PWS.

· Coordinates with Directorate of Public Works (DPW) personnel and other installation stakeholders to ensure efficient processing and resolution of service requests.

· Develops and implements quality control procedures, staffing plans, and training programs to maintain high service standards.

· Prepares and submits required reports, performance updates, and operational status reports to Government representatives.

· Ensures compliance with federal regulations, Department of Defense policies, installation procedures, and security requirements.

· Maintains professional communication with Government personnel and ensures the Service Order Desk operates efficiently to support installation operations.

CITIZENSHIP REQUIREMENT: US Citizenship

EDUCATION AND QUALIFICATIONS:

Bachelor's degree in Business Management from an accredited University

MINIMUM REQUIRED SKILLS/EXPERIENCE:

· At least five years of relevant work experience, or a minimum of ten years of verifiable experience in Facilities Maintenance, Public Works Operations and Maintenance, Work Classification, handling a wide range of customer issues and resolutions, and managing Installation Support contracts

· Project Manager must also possess working knowledge of Enterprise Resource Planning (ERP) systems (e.g., GFEBS), specifically within the Finance, Plant Maintenance, Project Systems, and Materials Management modules.

· Experience managing service desk, call center, or work order management operations in a government or large organizational environment.

· Demonstrated experience supervising personnel and managing 24/7 operational environments.

· Knowledge of work order management systems such as GFEBS, ArMA, CMMS, or similar enterprise systems.

· Strong understanding of customer service operations, service request management, and maintenance coordination processes.

· Experience preparing operational reports, performance metrics, and quality control documentation.

· Excellent leadership, communication, and organizational skills with the ability to manage multiple priorities.

· Ability to coordinate effectively with government personnel and technical staff in a mission-critical environment.

· Ability to obtain and maintain any required installation access, security clearances, and system training certifications required for contract performance.