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Program Manager - IT Service Desk
Job in
Alexandria, Fairfax County, Virginia, 22350, USA
Listed on 2026-03-05
Listing for:
Omniscius Consulting
Full Time
position Listed on 2026-03-05
Job specializations:
-
IT/Tech
IT Project Manager, IT Support, Systems Administrator
Job Description & How to Apply Below
The Program Manager will oversee a large-scale enterprise IT Service Desk, Executive Support, Accounts Management, and Knowledge Management operation supporting a federal agency. This role is responsible for overall contract performance, SLA adherence, staffing, reporting, compliance, and executive-level customer engagement.
- Provide executive oversight of all contract task areas (Tier 1, Tier 2, UCC, Exec Support, IAM, KM)
- Serve as primary liaison to Government leadership and COR
- Ensure SLA compliance (95%+ performance thresholds)
- Manage staffing, workforce strategy, onboarding, and retention
- Oversee financial performance and contract deliverables
- Lead transition activities (phase-in/phase-out)
- Drive continuous process improvement and operational maturity
- Ensure compliance with ITIL, NIST, FISMA, and federal requirements
- Bachelor’s degree (Computer Science, Engineering, Business, Management, or related)
- 15+ years of management experience in enterprise IT operations
- ITIL Certification (required)
- Demonstrated experience managing multi-task federal IT contracts
- Experience overseeing large-scale service desk environments (50+ FTE preferred)
- Strong executive communication skills
- HDI Support Center Director (SCD) or similar certification
- Experience managing Service Now-based environments
- Prior federal agency experience
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