Senior Program Manager Service Desk

Our client is hiring a Program Manager (PM) to lead a large-scale Service Desk contract supporting a DHS agency. This program provides 24x7x365 Tier I, Tier II Advanced Support, and Account Service Desk (ASD) services to thousands of federal employees, contractors, trade partners, and agency users worldwide.

The PM will oversee all aspects of program delivery, staffing, and compliance with contract performance standards. This position is based in Ashburn, VA, with some remote flexibility.

Responsibilities

• Serve as the senior point of contact with agency leadership, COR, and stakeholders.

• Oversee service delivery for Tier I, Tier II Advanced Support, and ASD operations.

• Develop and maintain required program deliverables (transition plans, staffing plans, SOPs, PMR reports).

• Lead staffing, onboarding, and performance management for 100+ personnel across multiple sites.

• Ensure compliance with Acceptable Quality Levels (AQLs) (call answer time, ticket resolution SLAs, customer satisfaction).

• Direct incoming and outgoing transition planning with seamless knowledge transfer.

• Enforce DHS IT security, Section 508 accessibility, and enterprise architecture compliance.

• Drive continuous service improvements based on ITIL/HDI best practices.

Minimum Qualifications

• 5+ years managing a 24x7 IT Service Desk program with 50+ staff.

• Experience leading federal contracts and ensuring SLA compliance.

• Strong knowledge of ITIL/HDI standards and service desk management tools (ServiceNow, Amazon Connect, etc.).

• Proven ability to manage geographically dispersed teams and subcontractors.

• Bachelor’s degree in IT, Business, or related field.

• U.S. Citizenship and eligibility to obtain DHS BI clearance.

Preferred Qualifications

• PMP or PgMP certification.

• ITIL v4 certification.

• Prior DHS or other federal IT support program experience.

• Experience managing program transitions and incumbent capture.

• Bilingual English/Spanish is a plus.