Project Manager

Overview Job Title: Project Manager Client Company/Dept. Name: Wayne County Airport Authority (WCAA) Address: Rogell Drive, Detroit, MI Contract Term: Project Start Date (Anticipated) – Project Duration Years (with two-year extensions) No. of Openings: Note: information kept for context; details to be verified Responsibilities Serve as the primary point of contact for Wayne County Airport Authority (WCAA) for all contract-related activities and service delivery oversight. Lead the transition and implementation of IT Managed Services including Help Desk (L/L), Desktop Support, and System Operations. Develop and manage detailed project plans, timelines, and milestones to ensure successful onboarding and service continuity. Coordinate with technical teams, operations staff, and subcontractors to ensure seamless delivery of IT support services. Monitor and ensure compliance with all Service Level Agreements (SLAs) including response time, resolution time, and service quality metrics. Conduct regular status meetings (weekly/monthly) with stakeholders and provide performance reports, risk updates, and improvement plans. Identify, track, and mitigate risks; manage escalations and ensure timely resolution of critical incidents. Oversee reporting including service level metrics, performance dashboards, and continuous improvement initiatives. Drive process improvements aligned with ITIL best practices to enhance First Call Resolution (FCR), reduce ticket volume, and improve customer satisfaction. Ensure coordination with WCAA Technology Services team and alignment with organizational goals and operational requirements. Qualifications Strong experience managing IT managed services or service desk operations in a x environment. Proven ability to lead large-scale IT service delivery programs across multiple locations or campus environments. Excellent leadership, communication, and stakeholder management skills. Strong knowledge of ITIL framework and IT Service Management (ITSM) practices. Experience with ServiceNow or similar ticketing and workflow management tools. Ability to manage multiple priorities, risks, and cross-functional teams effectively. Strong analytical and reporting skills with focus on SLA/KPI performance management. Experience in public sector, transportation, or airport environments is a plus. Education Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field preferred; equivalent work experience accepted. Certifications (if required): PMP, ITIL Certification (preferred) Documentation Resume Work Hours General work authorization required. US Citizen & GC. Relocation is accepted. Remote work: No. Additional Notes Hybrid role #J-18808-Ljbffr Abacus Service Corporation