IT Program Manager

Spry Methods•Rockville, MD

About The Position

The Program Manager is responsible for overall leadership, management, and successful execution of the IT End User Support Services contract. The Program Manager serves as the primary point of contact with the Government and is accountable for technical performance, cost, schedule, staffing, and compliance across all contract requirements. This role provides strategic direction and operational oversight to ensure reliable, secure, and responsive IT support services that meet Service Level Agreements (SLAs), customer expectations, and federal standards.

Requirements

5 years of program management experience, familiar with IT Services environment, SLA experience
Demonstrated experience managing large‑scale IT service desk and end‑user support programs in a federal or enterprise environment.
Strong knowledge of IT Service Management (ITSM) practices, SLA management, performance metrics, and operational reporting.
Proven leadership experience managing multidisciplinary technical teams and complex service delivery environments.
Excellent communication, stakeholder engagement, and problem‑solving skills.
Familiarity with federal IT security, asset accountability, and compliance requirements preferred

Nice To Haves

Previous PM experience running IT Services contract similar in size with SLAs

Responsibilities

Serve as the single point of accountability for all aspects of contract performance, including service delivery, staffing, financial management, and compliance.
Act as the primary interface with Government stakeholders, including the COR, providing regular communication, briefings, and issue resolution.
Plan, direct, and oversee daily IT end‑user support operations, including Tier 1 and Tier 2 service desk and desktop support services.
Establish and maintain program governance, management plans, and operational procedures aligned to contract requirements.
Ensure Service Level Agreements (SLAs) and performance metrics are defined, tracked, and consistently met or exceeded.
Oversee incident, request, and escalation management processes within the Government‑approved ITSM tool, supported by the Deputy Program Manager.
Manage staffing levels, workforce planning, onboarding, training, and performance management to ensure qualified personnel are available to meet mission needs.
Monitor program risks, issues, and dependencies; implement mitigation strategies and corrective actions as required.
Ensure timely and accurate delivery of all required reports, deliverables, and data calls, including operational, performance, and asset accountability reporting.
Oversee subcontractor and partner performance, if applicable, ensuring alignment with contract objectives and standards.
Ensure compliance with all security, privacy, records management, accessibility, and asset management requirements.
Lead transition‑in, transition‑out, technology refreshes, surge support, and special projects as required by the Government.
Drive continuous improvement initiatives by analyzing trends, customer feedback, and operational data to enhance service quality and efficiency.