Program Manager - IT Service Desk

Omniscius Consulting • Alexandria, VA

2d

About The Position

The Program Manager will oversee a large-scale enterprise IT Service Desk, Executive Support, Accounts Management, and Knowledge Management operation supporting a federal agency. This role is responsible for overall contract performance, SLA adherence, staffing, reporting, compliance, and executive-level customer engagement.

Requirements

• Bachelor’s degree (Computer Science, Engineering, Business, Management, or related)
• 15+ years of management experience in enterprise IT operations
• ITIL Certification (required)
• Demonstrated experience managing multi-task federal IT contracts
• Experience overseeing large-scale service desk environments (50+ FTE preferred)
• Strong executive communication skills

Nice To Haves

• HDI Support Center Director (SCD) or similar certification
• Experience managing ServiceNow-based environments
• Prior federal agency experience

Responsibilities

• Provide executive oversight of all contract task areas (Tier 1, Tier 2, UCC, Exec Support, IAM, KM)
• Serve as primary liaison to Government leadership and COR
• Ensure SLA compliance (95%+ performance thresholds)
• Manage staffing, workforce strategy, onboarding, and retention
• Oversee financial performance and contract deliverables
• Lead transition activities (phase-in/phase-out)
• Drive continuous process improvement and operational maturity
• Ensure compliance with ITIL, NIST, FISMA, and federal requirements

What This Job Offers

• Job Type: Full-time
• Career Level: Manager