Program Manager II – IT Service Desk

Location: Ashburn, VA – On-site
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.