Federal IT Service Desk Program Manager

Dine Development Corporation; Washington; On-site; USD 186,000 - 206,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Retirement match

Paid time off

Job summary

Din Development Corporation (DDC) seeks a Program Manager to direct the Service Desk operations under a federal contract. You will ensure SLA adherence, security compliance, staffing, and governance with government stakeholders.

This senior role requires 10+ years in federal IT environments, a Bachelor's degree, active Secret clearance, and PMP certification. ITIL is preferred; U.S. citizenship is required; helpful background in large contracts and team leadership.

Qualifications

• Minimum 10 years of enterprise IT operations or service desk management experience in a federal environment.
• Bachelor's degree in Information Technology, Business Administration, Computer Science, or related field.
• Active Secret Clearance.
• PMP Certification (Required); ITIL Foundation Certification or equivalent (Preferred).
• U.S. Citizenship required.
• Experience managing large-scale IT support contracts and multi-functional technical teams.

Responsibilities

• Direct and oversee all task order operations, staffing, schedules, deliverables, and service desk support activities.
• Develop, implement, and maintain the Program Management Plan (PMP), Transition-In Plan, and Transition-Out Plan.
• Monitor contractor performance against SLAs, KPIs, and quality metrics and implement corrective action plans as necessary.
• Ensure all personnel maintain required security clearances and compliance with DOC security policies.
• Lead risk management, issue resolution, escalation management, and continuous service improvement initiatives.
• Facilitate weekly and monthly status meetings and provide detailed performance and cost reporting to Government leadership.
• Coordinate stakeholder communications, governance activities, and operational reviews.
• Oversee process optimization, workflow improvements, and service modernization initiatives.
• Ensure compliance with ITIL-aligned service management practices and DOC operational procedures.
• Manage transition activities, staffing continuity, onboarding, and workforce retention.
• Coordinate with Tier 03 support leads, cybersecurity personnel, and enterprise stakeholders to ensure uninterrupted support operations.
• Support surge operations, COOP/DR events, and special mission requirements as needed.

Skills

Program management

Leadership

Stakeholder management

Communication

Education

Bachelor's degree in IT/Business/CS

Job description

Din Development Corporation (DDC) seeks a Program Manager to direct the Service Desk operations under a federal contract. You will ensure SLA adherence, security compliance, staffing, and governance with government stakeholders.

This senior role requires 10+ years in federal IT environments, a Bachelor's degree, active Secret clearance, and PMP certification. ITIL is preferred; U.S. citizenship is required; helpful background in large contracts and team leadership.