Program Manager II – IT Service Desk

Lynn Rodens; Ashland (VA); On-site; USD 120,000 - 180,000; Full time

Job summary

Lynn Rodens seeks an experienced Program Manager II to lead a large-scale, mission-critical Technology Service Desk in a federal environment. This on-site role in Ashburn, VA requires managing 24x7 IT support operations and a 50+ staff, with direct engagement with Government leadership and the COR.

You will drive ITIL/HDI-based service delivery, oversee knowledge management of hundreds of articles, and lead transitions, reporting, and continuous improvement.

Qualifications

• 5+ years leading a 24x7 IT Service Desk with 50+ staff.
• Government contract program-management experience.
• Strong knowledge of ITIL and HDI frameworks.
• Excellent leadership, communication, and problem-solving skills.
• U.S. Citizenship and ability to pass required background investigation.

Responsibilities

• Serve as primary contact for Government leadership and the COR.
• Lead day-to-day operations of a 24x7 Technology Service Desk.
• Manage 50+ staff: scheduling, supervision, resource allocation.
• Ensure service delivery follows ITIL and HDI standards.
• Monitor quality, metrics, AQLs, events, and corrective actions.
• Oversee knowledge management: 500 articles, templates, scripts.
• Direct employee training in systems, processes, and standards.
• Lead transition planning for incoming/outgoing operations.
• Prepare and present PMRs, daily metrics, and executive reports.
• Drive continuous improvement in service delivery and customer experience.

Skills

Leadership

Communication

Problem-solving

ITIL/HDI knowledge

Background check readiness

Tools

ServiceNow

Amazon Connect

PMP

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.
• Government contract program-management experience.
• 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.