Government IT Service Desk Program Manager

Aretec, Inc.; United States; Hybrid; USD 110,000 - 160,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

401(k) with Employer Match

Paid Time Off and Paid Holidays

Life and Disability Insurance

Professional Development and Cert. Aid

Employee Assistance Program

Job summary

Aretec, Inc. seeks a Program Manager to oversee a large-scale Government IT Service Desk, serving as the primary interface between the Government and contractor leadership.

The ideal candidate will have strong ITSM/ITIL expertise, a track record of leading high-performance technical support teams in mission-critical settings, and the ability to manage staffing, SLAs, KPIs, and contract compliance while driving continuous improvement across the program.

Qualifications

• Bachelor’s degree in IT, business, or related field.
• 5+ years managing IT Service Desk or IT Operations for government contracts.
• Experience leading 24x7 technical support teams.
• Knowledge of ITIL and ITSM practices.
• Ability to obtain government security clearance.

Responsibilities

• Serve as the primary interface between the Government and contractor leadership regarding program execution.
• Provide overall program management for a large-scale IT Service Desk supporting enterprise users.
• Lead day-to-day operations to ensure SLA/KPI compliance and operational excellence.
• Manage staffing, workforce planning, scheduling, and resource allocation.
• Oversee service desk across multiple channels (phone, email, chat, portals, tickets).
• Monitor performance, identify trends, resolve issues, and drive improvements.
• Ensure ITSM processes align with ITIL and industry standards.
• Develop and maintain operational docs, SOPs, and knowledge resources.
• Prepare executive reports, dashboards, and status briefings.
• Conduct operational reviews with Government stakeholders and leadership.

Skills

Leadership

ITSM

ITIL

Contract management

Executive communication

Education

Bachelor's degree in Information Technology, Business Administration, Management, or related field

Tools

ServiceNow

Remedy

Jira Service Management

Job description

Aretec, Inc. seeks a Program Manager to oversee a large-scale Government IT Service Desk, serving as the primary interface between the Government and contractor leadership.

The ideal candidate will have strong ITSM/ITIL expertise, a track record of leading high-performance technical support teams in mission-critical settings, and the ability to manage staffing, SLAs, KPIs, and contract compliance while driving continuous improvement across the program.