Program Manager-IT Service Delivery

ApplyLogic is a fast-paced Service-Disabled Veteran-Owned Small-Business, headquartered in Vienna, VA. Our people are our greatest asset, and our company culture is grounded on that belief. We offer challenging and interesting work in a friendly and supportive environment. Through prime and subcontracts, we deliver best-in-class expertise to solve complex technical problems. 

We're looking for a talented Program Manager to join our team in Washington, DC. This position will support a complex government client and will provide leadership for IT Service Desk operations in a ServiceNow-based enterprise environment. In this role, you will oversee SLA-driven service delivery, coordinate across technical teams, and help ensure secure, high-quality support in a mission-critical setting. 

Work Location:
Hybrid – A mix of onsite and remote work.

Clearance: 
Must be US citizen with the ability to obtain a Secret security clearance.

Primary Roles and Responsibilities: 

• Lead IT Service Desk operations across Tier 0 through Tier 3 support
• Serve as the primary interface with Government stakeholders
• Manage service delivery performance, SLA compliance, and reporting metrics
• Oversee Weekly Activity Reports, Monthly IPR inputs, dashboards, and trend analysis
• Coordinate across Service Desk, ServiceNow, endpoint, and infrastructure support teams
• Manage staffing, subcontractors, schedules, and resource planning
• Support transition-in activities and ongoing process improvement initiatives
• Ensure delivery quality, issue escalation, and customer satisfaction across the program

Required Education, Experience, & Skills:

• Bachelor’s degree in Information Technology, Computer Science, Business, or related field, or equivalent relevant experience
• 5+ years managing Federal IT programs or Service Desk operations
• Experience managing SLA-driven support environments
• Strong leadership, communication, and customer engagement skills
• Experience leading teams in secure or compliance-driven operational settings
• ServiceNow ITSM platform operations and reporting
• ITIL-based Incident, Problem, Request, and Change Management processes
• Microsoft 365 enterprise support environments
• KPI development, service metrics, and operational reporting
• Coordination of endpoint management, patching, and user support operations
• Risk management, staffing oversight, and service delivery governance

Preferred Qualifications:

• ITIL v4 Foundation
• PMP or equivalent project/program management certification
• CompTIA Security+

The Perks of Being on Our Team
ApplyLogic offers competitive salaries with a robust Fortune-500 type benefits package. Some of the benefits you will receive when you join us are: 

• Employee Assistance Program
• 401K
• Medical/Dental/Vision Insurance
• Life/Short-Term Disability/Critical Illness/Accident Insurance
• 15 PTO Days 
• 11 Federal Holidays
• Up to $5K towards continuing education and/or professional development