Senior Program Manager / Enterprise Service Desk Manager

DecisionPoint•Arlington, VA

1d•Onsite

About The Position

DecisionPoint seeks a Senior Program Manager / Enterprise Service Desk Manager to provide executive-level leadership over Technical Operations Center (TOC) activities, vendor performance, and task order execution in support of the Cybersecurity and Infrastructure Security Agency (CISA). This role serves as the primary Task Order Manager (TOM) and Subject Matter Expert (SME) accountable for end-to-end delivery of Enterprise Service Desk Operations, contract compliance, audit readiness, vendor coordination, performance reporting, and continuous service improvement within a 24x7, 365-days-per-year CISA operating model. The ideal candidate brings deep experience managing always-on federal IT operations, mature IT Service Management (ITSM) environments, and complex multi-vendor ecosystems while ensuring alignment to CISA mission objectives and service-level commitments. This position is fully on-site in Arlington; VA. Working times are generally 8-5PM.

Requirements

Ability to obtain and maintain a favorable Public Trust background investigation. (DHS Entry On Duty (EOD))
10+ years of progressive IT program and/or task order management experience, preferably supporting federal IT operations or technical operations centers.
Bachelor’s degree in Computer Science, Information Technology, or a related field (an additional 10 years of relevant experience may substitute).
ITIL v4 certification ( required at start ).
Demonstrated leadership across IT Service Management, audit readiness, quality and performance governance, vendor oversight, and large multi-disciplinary teams.
Experience with ServiceNow – reporting, metrics, dashboards.
Strong executive-level communication, reporting, and stakeholder engagement skills.
Federal experience preferred; DHS or CISA experience highly desirable.

Nice To Haves

Project Management Professional (PMP) or equivalent program management certification.
Audit or quality certifications (e.g., CMMI, ISO, HDI Support Center Leadership).
Experience supporting 24x7x365 mission-critical federal operating environments.

Responsibilities

Program & Task Order Management Serve as Task Order Manager (TOM) with full responsibility for contract execution, compliance, and customer satisfaction.
Develop, maintain, and govern core Program Management artifacts, including the Program Management Plan (PMP), Work Breakdown Structure (WBS), integrated schedules, RACI matrices, and risk and issue registers.
Manage CLINs, task order modifications, optional work requests, and scope changes in coordination with Government leadership.
Lead service transitions, operational readiness reviews, and onboarding new capabilities.
Lead and manage audit, inspection, and assessment activities, ensuring timely identification of gaps and implementation of corrective actions.
Develop and maintain a Quality Management Plan; lead continuous improvement initiatives across service areas.
Establish, monitor, and report on SLA/SLO metrics and key performance indicators (KPIs) for all IT services.
Provide executive oversight of a 24x7x365 TOC operations, ensuring continuous availability, rapid incident response, and sustained service performance across all shifts, weekends, holidays, and surge events.
Oversee Incident, Problem, Change, and Service Request Management processes aligned with ITIL v4 best practices.
Ensure the team is properly aligned, trained, and directed to effectively meet contractual Service Level Objectives (SLO).
Ensure development and maintenance of Standard Operating Procedures (SOPs), knowledge bases, FAQs, and training materials to support operational excellence and change readiness.
Assign, schedule, and manage contractor personnel, subcontractors, and resources to ensure continuous coverage in an always-on operational environment.
Oversee vendor and subcontractor performance to ensure alignment with Government priorities, contractual obligations, and service levels.
Implement workforce readiness, training, onboarding, and attrition-control practices.
Oversee program financial management, including forecasting and burn rate reporting.
Ensure accurate and timely invoice preparation and submission.
Lead Monthly Project Management Reviews (PMRs), Monthly Management Reports, and Annual Performance Summaries for Government and executive stakeholders.
Coordinate recurring status reporting via monthly customer teleconferences and ad hoc briefings.
Provide weekly updates to Government leadership on risks, issues, accomplishments, Memorandum of Agreement (MOA) breaches, and contractor performance metrics.
Respond within two (2) hours to requests for discussion or resolution of performance, service delivery, or technical issues.
Collaborate with other CISA contractors to provide advance notice, training, and SOPs for operational changes and break/fix activities.