Program Manager; Managing Help Desk

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.

• 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.

• 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.

• 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 workon-site as required.

• Master’s degree or other advanced degree.