IT Service Desk Operations Program Manager

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

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k with company match

Paid time off

Job summary

NTT DATA Services is seeking an IT Service Desk Operations Program Manager in Alexandria, Virginia, to lead day-to-day operations, optimize resources, and drive continuous improvement for service desk activities within a federal environment. The role requires strong leadership, process discipline, and the ability to interface with government management personnel.

Responsibilities include directing tasks within time and budget constraints, enforcing standards, and developing standardized

Qualifications

• 8+ years of experience managing operations of an enterprise program such as help desk/service desk.
• 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

• Direct the completion of tasks within estimated timeframes and budget constraints.
• Schedule and assign duties to subordinates and subcontractors and ensure assignments are completed as directed.
• Enforce work standards and reviews.
• Resolve work discrepancies to ensure compliance with contract requirements.
• Prepare written and oral reports for contractor management and Government representatives.
• Provide 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.

Education

ITIL Foundation certification

Job description

IT Service Desk Operations Program Manager

Date: Jul 20, 2026

Company: NTT DATA Services

We are currently seeking an IT Service Desk Operations Program Manager to join our team in Alexandria, Virginia (US-VA), United States (US).

Job Summary

The Operations Manager is a key leadership role responsible for overseeing day-to-day operations. This role focuses on ensuring efficient and effective processes, optimizing resource allocation, and driving continuous improvement initiatives to achieve operational excellence and meet business objectives.

Job Duties

• Direct the completion of tasks within estimated timeframes and budget constraints.
• Schedule and assign duties to subordinates and subcontractors and ensure assignments are completed as directed.
• Enforce work standards and reviews.
• Resolve 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.
• Prepare written and oral reports for contractor management and Government representatives.
• Provide 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.

Basic Qualifications

• 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.

Preferred Qualifications

• Experience managing call center and supporting staff in a high customer satisfaction environment.

Benefits

NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this role is $97,391 - $162,319. Actual compensation will depend on a number of factors, including the candidate’s relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance. The position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.

EEO Statement

NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you’d like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.