Help Desk Program Manager

Description

The company is a global technology and professional services firm serving U.S. government, defense and intelligence agencies, with about 26,000 staff across more than 50 countries, working in AI, cloud, cyber and software development.

This is a full-time Program Manager role running a help desk that operates 24 hours a day, every day of the year, for a government customer. You will lead complex IT help desk operations, drive ongoing process improvement and raise the level of customer service.

The role requires a Top Secret clearance you currently hold, and eligibility to obtain SCI access.

Responsibilities

• Run the contractor support team and handle daily operations, keeping ITSM service delivery at a high standard.
• Make sure work meets ITIL standards and service delivery metrics.
• Lead quality assurance and build plans to head off project issues and risks before they grow.
• Act as the main point of contact for the COR and senior government leaders on strategy, operations and planning.
• Use government and customer feedback along with trend analysis to improve service and plan resources.
• Keep knowledge articles, templates and scripted responses current and aligned with the contract and government requirements, as part of knowledge and service catalog management.
• Oversee the project's performance, cost and schedule, including financial management of the Task Order and staying within budget and timelines.
• Manage staffing and resources across several geographically spread sites, covering shifts, onboarding, offboarding and supervision.
• Prepare and review deliverables, including accurate, timely reports, SOPs and performance documents for leadership.
• Run training for new hires and experienced staff, covering onboarding, refresher and remedial training.
• Coach and mentor the team on technical skills and career growth.
• Use JIRA to record operational data, track performance and produce detailed reports.
• Support personnel activities such as timekeeping, performance reviews, counseling and hiring.
• Hit program milestones by building and maintaining detailed project plans and schedules.

Requirements

• Experience in ITIL management, IT program management and IT service management (ITSM).
• At least 10 years of related experience, including 10+ years in help desk work.
• At least 5 years focused on quality performance of ITSM services and supervising help desk staff.
• Experience leading people and large cross-functional teams, and building strategies to manage issues and risks.
• A self-motivated leader with strong communication skills who can deliver results with little supervision and work professionally at every level of an organization.
• Bachelor of Arts or Bachelor of Science degree; a degree in an IT-related field is preferred.
• Required certification: ITIL v3 or ITIL v4, and Security+.
• Preferred certifications: PMP, CISSP, or CASP/Security X.
• Active Top Secret clearance with eligibility for SCI.
• U.S. citizenship is required.

Conditions

Based in downtown Washington, DC, 100% onsite, with a standard 40-hour week and no required travel.

The likely salary range is $148,750 to $201,250. Final pay depends on experience, location and possibly contract terms, and may fall outside this range.

Identity verification using biometrics and AI is part of hiring. You must be on camera for virtual interviews, and the company may photograph you to verify identity. By continuing, you consent to the use of your biometric data for that purpose.

The company is an equal opportunity employer that welcomes individuals with disabilities and protected veterans.

Benefits

• Medical plan options, some with Health Savings Accounts, plus dental and vision plans.
• 401(k) with pre-tax and post-tax contributions up to IRS limits and a company match.
• Full flex work weeks where possible, and paid time off including vacation, sick and personal time, holidays, parental, military, bereavement and jury duty leave.
• Short and long-term disability, life, accidental death and dismemberment, personal accident, critical illness, and business travel and accident insurance, provided or available.