The Program Manager is responsible for overall management, execution, and successful delivery of the Enterprise IT Service Desk. This individual serves as the primary interface between contractor leadership and Government stakeholders, ensuring compliance with all contractual requirements, service level agreements (SLAs), cybersecurity requirements, staffing obligations, and performance standards. The Program Manager provides strategic oversight for enterprise IT service desk operations supporting users and mission-critical systems.

*This position is contingent upon contract award.*

Responsibilities

• Direct and oversee all task order operations, staffing, schedules, deliverables, and service desk support activities.
• Develop, implement, and maintain the Program Management Plan (PMP), Transition-In Plan, and Transition-Out Plan.
• Monitor contractor performance against SLAs, KPIs, and quality metrics and implement corrective action plans as necessary.
• Ensure all personnel maintain required security clearances and compliance with government security policies.
• Lead risk management, issue resolution, escalation management, and continuous service improvement initiatives.
• Facilitate weekly and monthly status meetings and provide detailed performance and cost reporting to Government leadership.
• Coordinate stakeholder communications, governance activities, and operational reviews.
• Oversee process optimization, workflow improvements, and service modernization initiatives.
• Ensure compliance with ITIL-aligned service management practices and operational procedures.
• Manage transition activities, staffing continuity, onboarding, and workforce retention.
• Coordinate with Tier 0–3 support leads, cybersecurity personnel, and enterprise stakeholders to ensure uninterrupted support operations.
• Support surge operations, COOP/DR events, and special mission requirements as needed.
• Other duties as assigned.

Qualifications:

• Years of Experience: Minimum 10 years of experience managing enterprise IT operations or service desk programs in a federal environment.
• Education Level: Bachelor’s degree in Information Technology, Business Administration, Computer Science, or related field.
• Clearance Requirements:
  • Active Secret Clearance.
  • U.S. Citizenship required.
• Certification Requirements:
  • PMP Certification (Required)
  • ITIL Foundation Certification or equivalent (Preferred)
• Any other work-related qualifications needed for the role:
  • Demonstrated experience managing large-scale IT support contracts and multi-functional technical teams.
  • Experience developing project management artifacts including project schedules, risk logs, communication plans, quality plans, and resource management plans.
  • Strong experience with SLA management, performance reporting, and customer engagement.
  • Excellent leadership, communication, organizational, and stakeholder management skills.
  • Proficiency with project management tools and methodologies.
  • Experience supporting secure federal IT environments preferred.
  • Support may require participation in after-hours maintenance, incident response, and on-call activities.