IT Service Desk Operations Program Lead

NTT DATA North America; Alexandria (VA); On-site; USD 97,391 - 162,319; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401k with company match

Paid time off & family leave

Job summary

NTT DATA North America is seeking an IT Service Desk Operations Program Manager in Alexandria, Virginia. The role leads day-to-day operations, optimizing resources, and driving continuous improvement to meet business objectives.

Qualifications include a bachelor’s degree, 8+ years in enterprise program operations or help desk, 8+ years of federal customer service experience, ITIL Foundation or higher, and the ability to obtain a Public Trust Clearance.

Qualifications

• Bachelor’s degree
• Minimum 8 years of experience managing operations of an enterprise program such as help desk/service desk
• Minimum 8 years of experience providing exceptional customer service in a federal environment
• ITIL Foundation certification or higher
• Ability to obtain/maintain a Public Trust Clearance

Responsibilities

• Directs the completion of tasks within estimated timeframes and budget constraints.
• Schedules and assign duties to subordinates and subcontractors and ensures assignments are completed as directed.
• Enforces work standards and reviews.
• Resolves work discrepancies to ensure compliance with contract requirements. Interfaces with the Contractor’s Program Manager as well as Government management personnel including, but not limited to, the Contracting Officer and the Contracting Officer’s Technical Representative.
• Prepares written and oral reports for contractor management and Government representatives.
• Provides competent leadership and responsible program direction through successful performance of a variety of detailed, diverse project transitioning elements.
• Develop and implement standardized procedures and workflows to enhance efficiency and productivity.
• Monitor process performance, gather data, and analyze results to track progress
• Oversee the allocation of resources, including personnel, equipment, and materials, to ensure optimal utilization and minimize costs.
• Develop and manage operational budgets, track expenses, and identify cost-saving opportunities.
• Implement inventory control measures to ensure adequate stock levels while minimizing holding costs.
• Generate regular reports on operational performance, including progress towards goals, key metrics, and areas of concern.

Job description

NTT DATA North America is seeking an IT Service Desk Operations Program Manager in Alexandria, Virginia. The role leads day-to-day operations, optimizing resources, and driving continuous improvement to meet business objectives.

Qualifications include a bachelor’s degree, 8+ years in enterprise program operations or help desk, 8+ years of federal customer service experience, ITIL Foundation or higher, and the ability to obtain a Public Trust Clearance.