Program Manager, Secret-Cleared IT Service Desk

Diné Development Corporation; Washington (District of Columbia); On-site; USD 186,000 - 206,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

Retirement with company match

Paid time off

Tuition reimbursement

Job summary

Diné Development Corporation is seeking a Program Manager to oversee the Service Desk for DOC, ensuring contract compliance, SLAs, cybersecurity, staffing, and performance standards. The role interfaces with contractor leadership and Government stakeholders to deliver reliable IT services for mission-critical systems.

Responsibilities include directing all task orders, maintaining PMP and transition plans, and leading governance and reporting efforts.

Qualifications

• Minimum 10 years of experience managing enterprise IT operations or service desk programs in a federal environment.

Responsibilities

• Direct and oversee all task order operations, staffing, schedules, deliverables, and service desk support activities.
• Develop, implement, and maintain the Program Management Plan (PMP), Transition-In Plan, and Transition-Out Plan.
• Monitor contractor performance against SLAs, KPIs, and quality metrics and implement corrective action plans as necessary.
• Ensure all personnel maintain required security clearances and compliance with DOC security policies.
• Lead risk management, issue resolution, escalation management, and continuous service improvement initiatives.
• Facilitate weekly and monthly status meetings and provide detailed performance and cost reporting to Government leadership.
• Coordinate stakeholder communications, governance activities, and operational reviews.
• Oversee process optimization, workflow improvements, and service modernization initiatives.
• Ensure compliance with ITIL-aligned service management practices and DOC operational procedures.
• Manage transition activities, staffing continuity, onboarding, and workforce retention.
• Coordinate with Tier 0-3 support leads, cybersecurity personnel, and enterprise stakeholders to ensure uninterrupted support operations.
• Support surge operations, COOP/DR events, and special mission requirements as needed.

Skills

Leadership

SLA management

Stakeholder management

Security clearance

PMP Certification

ITIL Foundation

US Citizenship

Education

Bachelor's degree in Information Technology, Business Administration, Computer Science, or related field

Tools

Project management tools

Job description

Diné Development Corporation is seeking a Program Manager to oversee the Service Desk for DOC, ensuring contract compliance, SLAs, cybersecurity, staffing, and performance standards. The role interfaces with contractor leadership and Government stakeholders to deliver reliable IT services for mission-critical systems.

Responsibilities include directing all task orders, maintaining PMP and transition plans, and leading governance and reporting efforts.