Program Manager II – IT Service Desk

Lynn Rodens; Washington (District of Columbia); On-site; USD 120,000 - 160,000; Full time

Job summary

Lynn Rodens in Ashburn, VA is seeking an experienced Program Manager II to lead a large-scale 24x7 Technology Service Desk supporting a federal environment. You will manage 50+ staff, drive ITIL/HDI aligned service delivery, and coordinate transitions with a focus on continuous improvement.

You will report on monthly PM reviews and daily metrics, and you will build strong Government customer relationships while ensuring compliance with federal requirements.

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.

Responsibilities

• 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, 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.

Skills

Program management

IT Service Desk

ITIL

HDI

Leadership

Communication

Tools

ServiceNow

Amazon Connect

PMP

Job description

Location: Ashburn, VA

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.