Project Manager

Join Our Team at Wayne County Airport Authority

Are you ready to take on an exciting role in the heart of Detroit, MI? The Wayne County Airport Authority is seeking a dynamic individual to lead the transition and implementation of IT Managed Services. This is a unique opportunity to work in a bustling transportation hub and make a significant impact on service delivery and operational excellence.

Key Responsibilities

• Serve as the primary point of contact for all contract-related activities and service delivery oversight.
• Lead the transition and implementation of IT Managed Services including Help Desk (L1/L2), 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 24x7x365 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 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.

Requirements

• Strong experience managing IT managed services or service desk operations in a 24x7 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.

Preferences

• Experience in public sector, transportation, or airport environments.
• Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field preferred; equivalent work experience accepted.
• PMP, ITIL Certification preferred.

This is a hybrid role requiring U.S. citizenship or Green Card status. Please note that relocation is not accepted, and remote work is not an option. If you are ready to make a difference and lead a team to success, we want to hear from you! Submit your resume today and join us in shaping the future of Wayne County Airport Authority.

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