PROJECT MANAGER (SERVICE ORDER DESK OPERATIONS)

Description

Position Type: Full-Time

Work Schedule: Day Shift (Core Hours) with On-Call Support as Needed

Job Summary

Innovation At Work, Inc. (IAW) is seeking an experienced Project Manager (PM) to oversee daily operations of a 24/7 Service Order Desk supporting installation facilities and maintenance services at Fort Carson.
 

The Project Manager will be responsible for managing personnel, ensuring timely processing of service requests, maintaining operational efficiency, and serving as the primary point of contact with Government leadership.
 

This role requires strong leadership, communication, and organizational skills, along with experience in service desk operations, facilities support, or similar environments.

Key Responsibilities

• Provide overall management and supervision of Service Order Desk operations supporting a 24/7 environment
• Serve as the primary liaison between IAW and Government representatives
• Ensure service requests are received, documented, prioritized, and dispatched accurately and timely
• Monitor daily operations to ensure performance standards and customer service expectations are met
• Oversee staffing schedules, including shift coverage, weekends, and holidays
• Manage personnel performance, conduct coaching, and provide ongoing training as needed
• Ensure proper use of government systems such as GFEBS and ArMA for work order tracking and reporting
• Track operational metrics and prepare reports for Government review
• Identify process improvements to enhance efficiency and service delivery
• Ensure compliance with contract requirements, policies, and procedures
• Provide on-call support for operational issues, escalations, or emergencies

Requirements

 Minimum Qualifications

• Minimum 10 years of experience in operations management, service desk, call center, or facilities support environment
• High school diploma or equivalent required (Bachelor’s degree preferred but not required)
• Demonstrated experience managing teams in a fast-paced, customer service-driven environment
• Strong leadership, communication, and problem-solving skills
• Experience working with work order management systems or similar platforms
• Ability to manage multiple priorities and meet deadlines
• Proficiency in Microsoft Office (Excel, Word, Outlook)

Preferred Qualifications

• Experience supporting military installations or government contracts
• Familiarity with GFEBS, ArMA, or similar systems
• Prior experience managing 24/7 operations
• Knowledge of facilities maintenance or dispatch operations

Compensation

• Competitive salary (commensurate with experience)
• Benefits package available

Why Join IAW

• Opportunity to support mission-critical operations
• Stable, structured work environment
• Growth opportunities within a federal contracting organization