Federal 24x7 IT Service Desk Program Manager

TEEMA; Ashland (VA); On-site; USD 120,000 - 160,000; Full time

Job summary

TEEMA seeks an experienced Program Manager II to lead a large-scale 24x7 Technology Service Desk in a federal environment. You will manage a 50+ staff, ensure ITIL/HDI compliance, and serve as the primary liaison with government leadership and the COR.

You will drive daily operations, performance metrics, and knowledge management while guiding transition planning and executive reporting to optimize service delivery and customer experience.

Qualifications

• 5+ years managing a 24x7 IT Service Desk with 50+ staff.
• Strong knowledge of ITIL and HDI frameworks.
• Excellent leadership, communication, and problem-solving skills.
• U.S. Citizenship and ability to pass required background investigation.
• Preferred: ITIL v4, HDI Manager/Director, PMP, ServiceNow, Amazon Connect, federal/DHS service desk experience, and management of geographically dispersed teams.

Responsibilities

• Serve as primary government liaison with the COR.
• Lead day-to-day operations of a 24x7 Technology Service Desk.
• Manage 50+ staff including scheduling and resource allocation.
• Ensure ITIL and HDI compliant service delivery.
• Monitor performance metrics and implement improvements.
• Oversee knowledge base with ~500 articles and templates.
• Direct employee training on systems and processes.
• Lead transition planning for incoming and outgoing service operations.
• Prepare and present monthly Program Management Reviews and executive reports.
• Drive continuous improvement in service delivery and customer experience.

Skills

Program management

Leadership

Communication

Stakeholder management

ITIL HDI knowledge

Federal gov’t experience

ServiceNow

Amazon Connect

PMP (preferred)

Tools

ServiceNow

Amazon Connect

PMP (preferred)

Job description

TEEMA seeks an experienced Program Manager II to lead a large-scale 24x7 Technology Service Desk in a federal environment. You will manage a 50+ staff, ensure ITIL/HDI compliance, and serve as the primary liaison with government leadership and the COR.

You will drive daily operations, performance metrics, and knowledge management while guiding transition planning and executive reporting to optimize service delivery and customer experience.