Federal IT Service Desk Program Manager (24x7 Leader)

Lynn Rodens; Washington (District of Columbia); On-site; USD 120,000 - 160,000; Full time

Job summary

Lynn Rodens in Ashburn, VA is seeking an experienced Program Manager II to lead a large-scale 24x7 Technology Service Desk supporting a federal environment. You will manage 50+ staff, drive ITIL/HDI aligned service delivery, and coordinate transitions with a focus on continuous improvement.

You will report on monthly PM reviews and daily metrics, and you will build strong Government customer relationships while ensuring compliance with federal requirements.

Qualifications

• 5+ years managing a 24x7 IT Service Desk with at least 50 staff.
• Government contract program-management experience.
• Strong knowledge of ITIL and HDI frameworks.
• Excellent leadership, communication, and problem-solving skills.
• U.S. Citizenship and ability to pass required background investigation.

Responsibilities

• Serve as the primary point of contact for Government leadership and the COR.
• Lead day-to-day operations of a 24x7 Technology Service Desk.
• Manage 50+ staff, including scheduling, supervision, resource allocation, and staffing adjustments based on call, chat, email, and ticket volumes.
• Ensure service delivery follows ITIL and HDI standards and best practices.
• Monitor quality, performance metrics, AQLs, operational events, and corrective actions.
• Oversee knowledge management, including a library of approximately 500 knowledge articles, ticket templates, and scripted responses.
• Direct employee training in systems, processes, and customer-service standards.
• Lead transition planning for incoming and outgoing service operations.
• Prepare and present monthly Program Management Reviews, daily metrics, executive reports, and weekly performance reporting.
• Drive continuous improvement in service delivery and customer experience.

Skills

Program management

IT Service Desk

ITIL

HDI

Leadership

Communication

Tools

ServiceNow

Amazon Connect

PMP

Job description

Lynn Rodens in Ashburn, VA is seeking an experienced Program Manager II to lead a large-scale 24x7 Technology Service Desk supporting a federal environment. You will manage 50+ staff, drive ITIL/HDI aligned service delivery, and coordinate transitions with a focus on continuous improvement.

You will report on monthly PM reviews and daily metrics, and you will build strong Government customer relationships while ensuring compliance with federal requirements.