Program Manager Security Clearance

Position: Program Manager with Security Clearance
Program Manager

Required:

ITIL Certification v3 or Higher, v4 preferred, and HDI Certification. HDI Support Center Director Certification Position Summary Nationwide IT Services, NIS, is seeking an experienced and highly organized Program Manager for a potential opportunity to lead and oversee the delivery of IT service management programs and initiatives. This individual will be responsible for driving operational excellence, ensuring alignment with organizational objectives, and leading cross-functional teams to deliver high-quality service outcomes.

The ideal candidate will bring strong leadership capabilities, a solid technical foundation, and deep knowledge of IT service management best practices, particularly within large-scale public-facing help desk, call center, Tier 1, and Tier 2 support environments.

Key Responsibilities
* Lead and manage complex IT programs from initiation through completion.
* Oversee service management processes aligned with ITIL best practices.
* The Program Manager provides executive leadership across Tier 1 Service Desk, Tier 2 Advanced Problem Resolution (APR), USPTO Contact Center (UCC), Knowledge Management, Accounts Management, and Executive Support functions.
* Manage and enforce Service Level Agreements (SLAs), ensuring performance metrics are achieved and exceeded where possible.
* Ensure program deliverables meet scope, schedule, budget, and quality objectives.
* Collaborate with executive leadership, stakeholders, and technical teams to align program goals with business strategy.
* Monitor program performance metrics and implement continuous improvement initiatives.
* Identify risks, develop mitigation strategies, and ensure proactive issue resolution.
* Drive operational efficiency and exceptional customer experience across service delivery functions.
* Ensure all personnel meet contractual qualifications and performance expectations as outlined in the PWS. Experience (Required)
* Fifteen (15) years of management experience or equivalent combination of education and experience. Experience overseeing enterprise IT service desk or contact center operations supporting large federal or similarly regulated environments with:
* 10,000 or more users
* High-volume, multi-channel support operations
* Formal Tier 1 and Tier 2 escalation processes
* Strict Service Level Agreement (SLA) performance requirements
* Demonstrated experience ensuring contract deliverables and SLAs are met in a federal IT environment. Technical Knowledge (Required)
* ITIL-based IT Service Management.
* Enterprise ticketing platforms (Service Now).
* CRM/contact center systems (Salesforce).
* Workforce forecasting and ACD pattern monitoring.
* NIST and federal IT security frameworks. Technical Knowledge (Preferred)
* AI-enabled service management platforms.
* FedRAMP cloud environments.
* Knowledge-Centered Service (KCS).

Certifications:

Required:

ITIL Certification v3 or Higher, v4 preferred, and HDI Certification. HDI Support Center Director Certification Key Competencies
* Strategic program leadership
* Tier 1 and Tier 2 service desk oversight
* SLA management and performance accountability
* Enterprise-scale operational management
* Risk management and problem resolution
* Exceptional customer experience delivery
* Strong analytical and organizational capabilities Why Join Nationwide IT Services? Nationwide IT Services is a trusted government contractor supporting Department of Defense customers. We offer the opportunity to work on high-impact cybersecurity missions alongside experienced professionals in a collaborative and growth-focused environment.