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PROGRAM MANAGER (Experience managing large Help Desk)

Silver Spring, MD · Information Technology

Our client, a highly respected Federal Integrator is seeking experienced Program Managers to join our team in supporting a federal client. The Program Manager will manage and oversee delivery and operations of one or more IT support services contracts in the Washington, DC metro area.

Responsibilities:

  • Lead and mentor a team of support staff, providing guidance, training, and performance evaluations.
  • Allocate resources effectively to meet service demands, including staffing, equipment, and software tools.
  • Monitor and enforce SLAs, ensuring that services meet or exceed agreed-upon performance metrics.
  • Manage multiple contract operations, ensuring quality standards and work performance on all task orders and projects.
  • Identify areas for process improvement and implement solutions to enhance the efficiency and effectiveness of operations.
  • Ensure compliance with federal regulations, security protocols, and industry standards.
  • Generate regular reports on performance, including key metrics, trends, and areas for improvement.
  • Ensure client senior-level management is aware of overall program status, including all relevant projects and their potential impact on higher-level organizational strategic vision. This may include subject matter and unique technical knowledge.
  • Deliver key program deliverables, including workflow diagrams, standard operating procedures (SOPs), and daily/weekly/monthly performance reports.
Qualifications:
  • Thorough knowledge of and experience with customer service practices and client relationship management.
  • Demonstrated knowledge and experience with IT project management and IT operations, specifically in the areas of IT Service Desk and PC deployment.
  • Strong understanding of federal regulations and compliance requirements.
  • Excellent leadership and team-building skills, with the ability to motivate and inspire staff to achieve goals.
  • Exceptional communication and interpersonal abilities, with the capacity to interact effectively with stakeholders at all levels.
  • Experience with budget management and resource allocation.

Requirements:
  • Minimum Seven (7) years of experience in providing oversight and executive-level management to multiple projects/tasks and managing relationships with senior-level management within the client organization.
  • Bachelor’s degree.
  • ITIL Foundations or higher certification
  • Project Management Professional (PMP) certification
  • Authorization to work in the United States.
  • Ability to obtain and maintain a security clearance.
  • Ability to work on-site as required.
Desired:
  • Master’s degree or other advanced degree.

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