Program Manager

The Program Manager will lead a large-scale IT help desk operation supporting over 200 personnel across functions including asset management, network engineering, and tier 2 desktop support. This role is responsible for overseeing all operational, technical, and administrative aspects of the program to ensure timely, efficient, and high-quality support services. The ideal candidate will bring strong leadership, operational expertise, and experience managing complex, enterprise-scale support environments.

Duties and Responsibilities Include:

• Provide overall leadership and strategic direction for the help desk program.
• Manage day-to-day operations of a team of 200+ personnel across asset management, network engineering, and tier 2 desktop support.
• Serve as the primary point of contact for the client and stakeholders, ensuring expectations are met or exceeded.
• Ensure compliance with SLAs, KPIs, and other performance metrics.
• Lead staffing, workforce planning, training, and professional development of team members.
• Develop and maintain standard operating procedures (SOPs), escalation protocols, and communication plans.
• Oversee budget, financial reporting, resource allocation, and contract deliverables.
• Coordinate with internal IT, cybersecurity, and infrastructure teams to align support services with organizational goals.
• Prepare and present status reports, performance metrics, and executive briefings.
• Identify areas for continuous improvement and implement best practices for service delivery and customer satisfaction.

Required Skills, Qualifications and Experience:

• Experience:
  
  
  
  • Bachelor's degree.
  • 15 years of experience, including:
    
    
    
    • 5+ years of experience in program management.
    • 10+ years of leadership experience with progressively higher responsibility in the public and/or private sector in the IT and/or consulting fields.
    
    
    
    
  • Experience with the Information Technology Acquisition process and its milestones.
  • Experience in analyzing a variety of source documentation and supporting the creation of acquisition documentation.
  
  
  
  
• Citizenship and Clearance:
  
  
  
  • US Citizenship is required.
  • Must possess IT-II security clearance or have a current National Agency Check with Local Agency Check and Credit Check (NACLC) at time of proposal submission (DoD Secret Clearance).
  
  
  
  
• Certifications:
  
  
  
  • DoD Approved 8570/8140 Baseline Certification: Category IAM Level II
  • Project Management Professional (PMP) Certification or other recognized project management certification.
  
  
  
  
• Location:
  
  
  
  • This is a remote position within the United States requiring minimal travel (CONUS).
  
  
  
  

Preferred Qualifications:

• ITILv4 Foundation Certification
• HDI-M Certification

Work Environment and Physical Demand:

• Sitting at a desk during work hours.
• Lifting up to 50 lbs.

Compensation: $175,000 - $225,000