Program Manager II – IT Service Desk - REMOTE

Lynn Rodens; Fairfax (VA); On-site; USD 120,000 - 190,000; Full time

Job summary

Lynn Rodens is seeking an experienced IT Service Desk Manager to lead a 24x7 operation focused on government contracts. You will manage a team of 50+ staff, ensure ITIL/HDI standards, and coordinate transitions and continuous improvements.

The role requires U.S. citizenship and the ability to pass a federal background check, with on-site responsibilities in a government setting.

Qualifications

• Minimum 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 the primary point of contact for Government leadership and COR.
• Lead day-to-day operations of a 24x7 Technology Service Desk.
• Manage 50+ staff, including scheduling and resource allocation.
• Ensure service delivery follows ITIL and HDI standards and best practices.
• Monitor quality, performance metrics, and corrective actions.
• Oversee knowledge management and knowledge articles library.
• Direct employee training in systems, processes, and customer-service standards.
• Lead transition planning for incoming/outgoing service operations.
• Prepare and present monthly program reports and metrics.
• Drive continuous improvement in service delivery and customer experience.

Skills

Leadership

Communication

Problem-solving

Staff management

Tools

ServiceNow

Amazon Connect

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

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.