Program Manager II – IT Service Desk

Program Manager II – IT Service Desk

Location: Ashburn, VA

Schedule: Day shift; 24/7 on-call support as needed

Clearance: Must be able to pass a federal background investigation

Citizenship: U.S. Citizenship required

We are seeking an experienced Program Manager II to lead a large-scale, mission-critical Technology Service Desk supporting a federal environment. This is a key leadership position for someone who has successfully managed high-volume 24x7 IT support operations , large technical teams, and Government customer relationships.

What You’ll Do

-

Serve as the primary point of contact for Government leadership and the Contracting Officer’s Representative (COR).

-

Lead day-to-day operations of a 24x7 Technology Service Desk.

-

Manage 50+ staff , including scheduling, supervision, resource allocation, and staffing adjustments based on call, chat, email, and ticket volumes.

-

Ensure service delivery follows ITIL and HDI standards and best practices .

-

Monitor quality, performance metrics, AQLs, operational events, and corrective actions.

-

Oversee knowledge management, including a library of approximately 500 knowledge articles , ticket templates, and scripted responses.

-

Direct employee training in systems, processes, and customer-service standards.

-

Lead transition planning for incoming and outgoing service operations.

-

Prepare and present monthly Program Management Reviews, daily metrics, executive reports, and weekly performance reporting.

-

Drive continuous improvement in service delivery and customer experience.

Qualifications

-

5+ years managing a 24x7 IT Service Desk with at least 50 staff.

-

Government contract program-management experience.

-

Strong knowledge of ITIL and HDI frameworks .

-

Excellent leadership, communication, and problem-solving skills.

-

U.S. Citizenship and ability to pass required background investigation.

Preferred: ITIL v4, HDI Manager/Director, PMP, ServiceNow, Amazon Connect, federal/DHS service desk experience, and management of geographically dispersed teams.

#Workwolf