Senior Program Manager IT & Service Desk

Position Title: Senior Program Manager IT & Application Service Desk

Location: US-Virginia-Tysons Corner

Job : 5478

# of Openings: 1

Category: Project & Program Management

Clearance: Secret

Clearance Status: Active

Type: Regular Full-Time

Overview:

Position: Senior Program Manager

Location: On-site, Tysons Corner, VA

Security Requirement: Active Department of Defense SECRET Clearance (Mandatory; fully adjudicated)

Integral Federal is seeking a Senior Program Manager to lead an enterprise service desk and mission-critical contact center program for a prominent federal agency. Operating in a high-tempo, multi-vendor environment, this role provides operational leadership, strategic oversight, and total accountability for both an IT Service Desk (ITSD) and an Application Service Desk (ASD).

This role is not for a passive or administrative coordinator. We need a seasoned, highly organized program leader who commands the room, anticipates mission risks well ahead of the client, leans into operational headwinds, and operates with complete ownership. You will run a 40+ person multi-tier workforce (Tier 1/2, Team Leads, QA specialists, and Data Analysts) while orchestrating cross-contractor collaboration between government Tier 3 engineering teams and separate vendor organizations managing enterprise infrastructure and application development.

Effective communication, having a big-picture view, leaning into issues, and building a strong client relationship are essential attributes of the successful candidate.

This program primarily operates out of the client location in Tysons Corner, VA, and this position will work on site. The client also has a downtown Washington, DC location that may require occasional visits for meetings with senior stakeholders.

Responsibilities:

• Serve as the single point of accountability for program performance, establishing total operational trust with the Contracting Officer’s Representative (COR), government branch leadership, and agency stakeholders.
• Champion a culture of proactive ownership: anticipate client needs, foresee systemic bottlenecks, identify emerging risks, and execute mitigation plans before they impact end users or trigger client escalations.
• Translate raw operational data into actionable strategic insights, delivering concise executive briefings, performance roadmaps, and continuous service improvement (CSI) initiatives.

• Establish seamless operational interfaces and cross-boundary workflows with government-operated Tier 3 support teams and third-party contractors managing core infrastructure and software development.
• Coordinate major release and deployment schedules with external software development teams to prepare front-line service desk staff, knowledge bases, and triage scripts prior to production updates.

• Direct daily delivery across both IT and Application Service Desk functions, encompassing Tier 1 and Tier 2 agents, shift leads, QA evaluators, and reporting analysts.
• Ensure strict adherence to contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), including First Contact Resolution (FCR), Mean Time to Resolve (MTTR), Abandonment Rate, and Customer Satisfaction (CSAT).
• Steer Major Incident Management (MIM) protocols: lead crisis coordination, manage internal and external stakeholder communications during outages, and conduct definitive Root Cause Analyses (RCA).

• Maximize the operational value of Salesforce Service Cloud / ITSM as the single source of truth for all ticket lifecycle tracking, SLA management, and performance analytics.
• Partner with telephony and contact center leads to optimize omnichannel tools, including Amazon Connect and Amazon Lex automated conversational chat.
• Oversee the Quality Assurance (QA) and Knowledge Management frameworks, ensuring regular ticket audits, calibrated scoring, and dynamic knowledge base maintenance to shift demand left toward automated and first-tier resolution.

• Manage staffing models, shift scheduling, real-time queue balancing, and attrition mitigation across an extended window (8:00 AM - 8:00 PM EST) to prevent coverage gaps.
• Lead, mentor, and evaluate supervisory staff,…