Program Manager II – IT Service Desk

TEEMA; Ashland (VA); On-site; USD 120,000 - 160,000; Full time

Job summary

TEEMA seeks an experienced Program Manager II to lead a large-scale 24x7 Technology Service Desk in a federal environment. You will manage a 50+ staff, ensure ITIL/HDI compliance, and serve as the primary liaison with government leadership and the COR.

You will drive daily operations, performance metrics, and knowledge management while guiding transition planning and executive reporting to optimize service delivery and customer experience.

Qualifications

• 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, and management of geographically dispersed teams.

Responsibilities

• Serve as primary government liaison with the COR.
• Lead day-to-day operations of a 24x7 Technology Service Desk.
• Manage 50+ staff including scheduling and resource allocation.
• Ensure ITIL and HDI compliant service delivery.
• Monitor performance metrics and implement improvements.
• Oversee knowledge base with ~500 articles and templates.
• Direct employee training on systems and processes.
• Lead transition planning for incoming and outgoing service operations.
• Prepare and present monthly Program Management Reviews and executive reports.
• Drive continuous improvement in service delivery and customer experience.

Skills

Program management

Leadership

Communication

Stakeholder management

ITIL HDI knowledge

Federal gov’t experience

ServiceNow

Amazon Connect

PMP (preferred)

Tools

ServiceNow

Amazon Connect

PMP (preferred)

Job description

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.