Program Manager - Service Desk

We are seeking a Program Manager to join our team. This position is located in Washington DC and it is a hybrid role. The Program Manager provides overall leadership, governance, and accountability for enterprise IT Service Desk operations supporting a federal government environment. This role is responsible for contract execution, service delivery performance, stakeholder engagement, staffing, reporting, and continuous improvement., * Serve as the primary point of contact with government stakeholders for all service desk operations.

• Provide leadership and oversight for Tier 1, Tier 2, VIP support, asset management, AV support, and ticketing services.
• Ensure compliance with service level agreements (SLAs), key performance indicators (KPIs), and quality assurance thresholds.
• Lead weekly status meetings, monthly SLA reviews, and quarterly program management reviews.
• Manage staffing plans, onboarding, retention, performance management, and workforce readiness.
• Oversee incident escalation, risk management, issue resolution, and corrective action plans.
• Manage transition-in, transition-out, and continuity of operations activities.
• Review and approve operational documentation, reports, dashboards, and deliverables.
• Drive continuous service improvement using ITIL-aligned best practices.

• Bachelor's Degree AND;
• 10+ years managing enterprise IT service desk or customer support programs
• 5+ years supporting federal government or government-contracted IT services
• Demonstrated experience managing SLAs, staffing models, and multi-tiered support teams

Required Certifications

• Project Management Professional (PMP) (Active)
• ITIL 4 Foundation (or higher)

Required Technologies

• ITSM platforms (BMC Track-It!, ServiceNow, Remedy, or equivalent)
• ITIL Incident, Request, Problem, and Change Management processes
• Microsoft 365 (Outlook, Teams, Excel, PowerPoint)
• Asset management systems (Maximo or equivalent)
• SLA dashboards, reporting, and analytics tools

If you thrive on solving complex problems and building meaningful connections, we'd love to hear from you. Join our team and make an impact today!

Physical and Mental Qualifications:

• Maintain focus and awareness throughout scheduled working hours.
• Perform tasks requiring prolonged periods of sitting or standing at a desk, utilizing a computer, mouse, and keyboard.
• Lift and move objects weighing up to 15 pounds as needed.
• Exhibit excellent verbal and written communication skills, with a strong command of the English language.
• Demonstrate the ability to work independently while also collaborating effectively as part of a team.
• Quickly learn and retain routine tasks and processes.
• Possess strong organizational skills, attention to detail, business correspondence proficiency, and self-management capabilities.
• Perform the essential functions of the role satisfactorily; reasonable accommodation will be provided for employees with disabilities upon request.
• Accept and adapt to additional responsibilities or changes to assigned duties as determined by DirectViz Solutions (DVS).

At DVS, we prioritize our employees as our greatest asset. We offer competitive compensation, comprehensive medical benefits, a 401(k) match, generous PTO accrual, professional development reimbursement, corporate-funded technology certifications, and robust employee recognition and appreciation programs.