Project Analyst Supervisor

General Dynamics Information Technology

. Support ongoing project, change, and user management efforts .

Posted 10/5/2026full-timeRemote • United StatesMid-LevelSenior💰 $93,662 - $108,100 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in IT project management, Agile/SCRUM methodologies, and customer relationship management systems, with a strong focus on team leadership, technical support, and process improvement. Proven ability to manage technical projects, oversee help desk operations, and ensure high-quality customer deliverables.

Highest-signal resume keywords

IT Project ManagementAgile/SCRUM MethodologiesSalesforce AdministrationTeam LeadershipCustomer Service Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

System Development Life Cycle (SDLC)Technical SupportHelp Desk ManagementQuality AssurancePerformance EvaluationTroubleshootingUser ManagementData AnalysisProcess ImprovementDocumentation Practices

Soft Skills

Interpersonal SkillsAnalytical SkillsProblem-Solving SkillsCommunication SkillsTeam Coordination

Tools & Technologies

SalesforceServiceNowService ConsoleDashboard AnalyticsHelp Desk Software

Certifications & Qualifications

T4 Public Trust

Industry Keywords

Federal AgencyChange ManagementIT GovernanceTechnical PoliciesCustomer Deliverables

Tech Stack

Tools & technologies

SDLCServiceNow

About the role

Key responsibilities & impact

Support ongoing project, change, and user management efforts
Oversee project analysts and support assistants providing technical help desk support to a federal agency
Manage small technical projects and help desk initiatives
Identify, track, resolve, and escalate technical issues to appropriate resolver groups
Monitor help desk staff performance and progress toward annual goals
Provide training, feedback, onboarding, and professional development support
Oversee quality of work and customer deliverables
Conduct quality assurance reviews of escalation and documentation practices
Communicate changing technical policies, processes, and delivery requirements
Lead process improvement and knowledge management efforts
Review, approve, and submit monthly team reports
Approve timecards and coordinate leave requests and coverage planning
Evaluate trends and dashboard analytics against response-time metrics
Complete annual performance evaluations and Performance Improvement Plans as needed
Support project management tasks for Division of Technology stakeholders
Organize change management meetings, assessments, user notifications, and implementation tracking
Support IT governance processes and gate reviews
Lead SCRUM meetings and identify blockers and solutions
Provide structured customer support and escalate requests to development and operations teams
Maintain support documentation and log requests in the designated Service Console
Troubleshoot end-user issues and collaborate with cross-functional resolver groups
Implement projects, develop work plans, and ensure timely completion
Manage business applications and perform system administration and user management tasks
Perform other assigned projects

Requirements

What you’ll need

BA/BS in computer science, information technology, or a related field
At least 5 years of related experience
2 years of supervisory experience
Previous experience leading a team in a service desk or technical capacity preferred
Demonstrated team coordination and senior-level staff oversight ability, preferably in a service desk or technical environment
Knowledge of System Development Life Cycle (SDLC)
Experience in IT project management and Agile/SCRUM methodologies
Experience with a Customer Relationship Management system such as Salesforce or ServiceNow
Salesforce administration experience preferred
Robust customer service skills
Strong analytical and problem-solving skills
Strong interpersonal skills for communicating with internal and external personnel at all levels
Ability to protect sensitive information
Existing T4 Public Trust or ability to obtain one
No security clearance currently required
Less than 10% travel required

Benefits

Comp & perks

Medical plan options, some with Health Savings Accounts
Dental plan options
Vision plan
401(k) plan with pre-tax and post-tax contributions and company match
Full flex work weeks where possible
Vacation, sick, personal, holiday, paid parental, military, bereavement, and jury duty leave
Typically 15 days of paid leave per calendar year
10 paid holidays per year
Up to 160 hours of paid family leave in a rolling 12-month period for eligible employees
Short- and long-term disability benefits
Life insurance
Accidental death and dismemberment insurance
Personal accident insurance
Critical illness insurance
Business travel and accident insurance