IT Program Manager: Infrastructure & Service Desk Lead

Computer World Services; Washington (District of Columbia); Hybrid; USD 155,000 - 165,000; Full time

Job summary

Computer World Services seeks a senior IT Program Manager to direct OFR’s Infrastructure & Cloud Engineering and Service Desk operations. You will manage staff, resources, and schedules across engineering and end-user support, ensuring secure, high-availability IT solutions aligned with program goals.

The role requires 10+ years in IT project management, experience supervising IT engineering and service desk teams, and strong knowledge of SCCM, Microsoft 365, Active Directory, and VMware

Qualifications

• A minimum of 10 years of IT project management experience.
• 5+ years managing or supervising IT engineering and/or service desk teams.
• Experience with SCCM administration in a co-managed environment, Microsoft 365 administration, and Active Directory/Entra ID administration in a Hybrid Environment.
• Experience with Windows PowerShell scripting and automation; VMware Horizon management and administration a plus.
• Experience in a Microsoft computer support environment, including Windows 11 deployment, management, and configuration.
• Working knowledge of the Contingency Planning Guide for Federal Information Systems.
• Proficiency with MS Project, SharePoint, Visio, and MS Office software.
• Familiarity with enterprise IT systems administration and service management platforms (ServiceNow, JIRA, SCCM, Microsoft 365 administration).
• Excellent written and verbal communication skills.

Responsibilities

• Manage OFR’s Infrastructure & Cloud Engineering and Service Desk sections, supervising staff and performance.
• Allocate staff, schedules, and resources across ICE and SD teams for infrastructure and end-user support.
• Serve as escalation point for complex issues and report to Government stakeholders.
• Establish and monitor SLAs, ticket trends, patch compliance; report risks to leadership.
• Coordinate IT program activities across the system development lifecycle.
• Analyze schedules, staffing, and resources; propose corrective actions.
• Participate in requirements analysis and ensure alignment with program needs.
• Identify risks and issues; develop mitigation and escalation plans.
• Research policy guidance and technical documentation relevant to execution.
• Monitor tests; review results and report issues to leadership and stakeholders.
• Develop program documentation and contingency plans using MS Project, SharePoint, Visio.
• Oversee SCT technology governance including contingency planning and OA guidance.
• Lead SCCM administration in co-managed environment and patching activities.
• Oversee Microsoft 365 administration including Entra ID, Intune, and Autopilot.
• Oversee Windows and server administration in Hybrid/Cloud environments.
• Oversee VMware Horizon management and VDI image maintenance.
• Coordinate with other teams on patching and deployment status for program schedules.
• Prepare and present ICE/SD status reports to Government stakeholders.

Skills

IT project management

Staff supervision

SCCM administration

Microsoft 365 administration

Active Directory/Entra ID

PowerShell scripting

VMware Horizon

Windows 11 deployment

ServiceNow/JIRA administration

MS Project/SharePoint/Visio

Effective communication

Education

PMI PMP certification

Knowledge Management certification

Change Management certification

Microsoft certifications

Tools

SCCM

Microsoft 365

Active Directory/Entra ID

PowerShell

ServiceNow

JIRA

Visio

MS Project

SharePoint

Job description

Computer World Services seeks a senior IT Program Manager to direct OFR’s Infrastructure & Cloud Engineering and Service Desk operations. You will manage staff, resources, and schedules across engineering and end-user support, ensuring secure, high-availability IT solutions aligned with program goals.

The role requires 10+ years in IT project management, experience supervising IT engineering and service desk teams, and strong knowledge of SCCM, Microsoft 365, Active Directory, and VMware