Program Manager II – IT Service Desk

About the role

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
• Management of geographically dispersed teams