Program Manager II – IT Service Desk

TEEMA; Ashburn (VA); Presencial; USD 120.000 - 160.000; Jornada completa

Descripción de la vacante

TEEMA seeks an experienced Program Manager II to lead a large-scale, mission-critical Technology Service Desk in a federal environment. You will direct 24x7 IT operations, manage a 50+ staff, and ensure ITIL/HDI adherence while strengthening customer relationships.

You will liaison with Government leadership, coordinate transition plans, and deliver monthly reviews and executive reports. Strong leadership and communication are essential for success in this high-demand role.

Formación

• 5+ years managing a 24x7 IT Service Desk with 50+ staff.
• Strong knowledge of ITIL and HDI frameworks.
• Excellent leadership, communication, and problem-solving skills.
• U.S. Citizenship and ability to pass required background investigation.
• Preferred: ITIL v4, HDI Manager/Director, PMP, ServiceNow, Amazon Connect, federal/DHS service desk experience.

Responsabilidades

• 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, and staffing adjustments.
• Ensure service delivery follows ITIL and HDI standards and best practices.
• Monitor quality, performance metrics, AQLs, events, and corrective actions.
• Oversee knowledge management with ~500 knowledge articles and templates.
• Direct employee training in systems, processes, and customer-service standards.
• Lead transition planning for incoming/outgoing operations.
• Prepare and present monthly PM reviews, daily metrics, and executive reports.
• Drive continuous improvement in service delivery and customer experience.

Conocimientos

Leadership

Communication

Problem solving

Staff management

ITIL knowledge

HDI knowledge

24x7 operations

Customer service

Educación

ITIL v4 certification

PMP certification

HDI Manager/Director certification

Herramientas

ServiceNow

Amazon Connect

Descripción del empleo

Location: Ashburn, VA – On-site
Schedule: Day shift; 24/7 on-call support as needed
Clearance: Must be able to pass a federal background investigation
Citizenship: U.S. Citizenship required

We are seeking an experienced Program Manager II to lead a large-scale, mission-critical Technology Service Desk supporting a federal environment. This is a key leadership position for someone who has successfully managed high-volume 24x7 IT support operations, large technical teams, and Government customer relationships.

What You’ll Do

Serve as the primary point of contact for Government leadership and the Contracting Officer’s Representative (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.

Qualifications

5+ years managing a 24x7 IT Service Desk with at least 50 staff.

Strong knowledge of ITIL and HDI frameworks.

Excellent leadership, communication, and problem-solving skills.

U.S. Citizenship and ability to pass required background investigation.

Preferred: ITIL v4, HDI Manager/Director, PMP, ServiceNow, Amazon Connect, federal/DHS service desk experience, and management of geographically dispersed teams.