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# Program Manager II - IT Service Desk - REMOTE

- **Company:** TEEMA
- **Location:** Fairfax, VA, United States
- **Experience:** Expert
- **Salary:** $150,000.0 - $170,000.0
- **Contract:** Permanent contract
- **Skills:** Knowledge Management, Amazon Connect, Performance Monitor, Servicenow
- **Published:** October 26, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=114b60100f26e628

## About the Role

* 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.
#Workwolf

## Description

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., * 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.