Program Manager II - IT Service Desk

We are seeking an experienced Program Manager II to lead a large-scale, mission-critical Technology Service Desk supporting a federal environment. This is a key leadership position for someone who has successfully managed high-volume 24x7 IT support operations, large technical teams, and Government customer relationships. What You’ll Do Serve as the primary point of contact for Government leadership and the Contracting Officer’s Representative (COR). Lead day-to-day operations of a 24x7 Technology Service Desk. Manage 50+ staff, including scheduling, supervision, resource allocation, and staffing adjustments based on call, chat, email, and ticket volumes. Ensure service delivery follows ITIL and HDI standards and best practices. Monitor quality, performance metrics, AQLs, operational events, and corrective actions. Oversee knowledge management, including a library of approximately 500 knowledge articles, ticket templates, and scripted responses. Direct employee training in systems, processes, and customer-service standards. Lead transition planning for incoming and outgoing service operations. Prepare and present monthly Program Management Reviews, daily metrics, executive reports, and weekly performance reporting. Drive continuous improvement in service delivery and customer experience.

5+ years managing a 24x7 IT Service Desk with at least 50 staff. Government contract program-management experience. Strong knowledge of ITIL and HDI frameworks. Excellent leadership, communication, and problem-solving skills. U.S. Citizenship and ability to pass required background investigation. Preferred: ITIL v4, HDI Manager/Director, PMP, ServiceNow, Amazon Connect, federal/DHS service desk experience, and management of geographically dispersed teams.