Senior Program Manager

Overview

Thank you for considering IT Concepts dba Kentro, where innovation drives opportunity and collaboration leads to success. Our dynamic community of experts is fully committed to advancing our customers' missions, fostering professional growth, and making a positive impact on our communities. By joining our supportive community, you will find that Kentro is dedicated to your personal and professional development. Together, we can drive meaningful change, spark innovation, and achieve extraordinary milestones.

Role

Kentro is seeking an experienced Senior Program Manager to lead enterprise Help Desk operations supporting the Social Security Administration (SSA) in Woodlawn, Maryland. This individual will oversee day-to-day service delivery for a large-scale federal IT support program, ensuring exceptional customer service, operational excellence, and compliance with contractual service level agreements.

Responsibilities

• Lead overall contract performance, service delivery, and operational excellence for the SSA Help Desk.
• Serve as the primary point of contact between Kentro and Government stakeholders for all program activities.
• Manage program scope, schedules, staffing, budgets, risks, and contractual deliverables.
• Ensure delivery of quality products while meeting all Sponsor schedules and timelines.
• Tracks, manages, controls costs, as well employs strategies to increase Gross & Net Margins across both FFP and LH CLINs.
• Communicates and holds subcontractor accountable for meeting PWS requirements.
• Coordinates and participates in quarterly Project Management Reviews (PMR).
• Ensure Help Desk operations consistently meet or exceed contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Follows Kentro’s Service Delivery requirements for management plans, quality audits, and other requests from corporate.
• Provide executive level status reports, briefings, dashboards, and recommendations to Government leadership.
• Oversee workforce management, forecasting, staffing models, and operational reporting to ensure appropriate resource utilization.
• Lead managers, supervisors, technical leads, and support personnel across multiple operational teams.
• Identify operational risks and implement mitigation strategies to ensure uninterrupted service delivery.
• Develop and execute continuous service improvement initiatives using ITIL best practices.
• Collaborate with Government leadership on strategic planning, operational priorities, and performance improvements – especially towards automation, cost efficiencies and innovation.
• Ensure compliance with federal onboarding, security requirements, contractual obligations, and organizational policies.
• Foster a culture of customer service, accountability, collaboration, and continuous improvement.
• Overseeing the execution of the contract Transition Plan.
• Serving as the primary point(s) of contact for formal discussions with the Sponsor, including frequent customer interaction with the intent to sustain and improve customer satisfaction.

Qualifications

• Bachelor's degree in Information Technology, Business Administration, Management, or related field (or equivalent experience).
• Minimum ten (10) years of progressively responsible program or project management experience supporting large federal IT programs.
• Minimum five (5) years managing enterprise Help Desk or Service Desk operations.
• Demonstrated experience managing large technical teams across multiple functional areas.
• Experience leading teams supporting high volume customer service environments.
• Strong understanding of IT Service Management (ITSM) methodologies and ITIL best practices.
• Experience with workforce planning, operational metrics, forecasting, staffing analysis, and performance reporting.
• Experience managing risks, schedules, budgets, staffing, and program deliverables.
• Strong leadership, communication, organizational, and customer relationship management skills.
• PMP Certification (or equivalent project management certification) required.
• ITIL 4 Foundation certification preferred.

Compensation

The salary for this position is between $225,000.00-$245,000.00/annually. Factors affecting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.