Senior 24/7 IT Service Desk Program Lead – On-site

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

Job summary

TEEMA seeks an experienced Program Manager II to lead a large-scale, mission-critical Technology Service Desk in a federal environment. You will direct 24x7 IT operations, manage a 50+ staff, and ensure ITIL/HDI adherence while strengthening customer relationships.

You will liaison with Government leadership, coordinate transition plans, and deliver monthly reviews and executive reports. Strong leadership and communication are essential for success in this high-demand role.

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.

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, and staffing adjustments.
• Ensure service delivery follows ITIL and HDI standards and best practices.
• Monitor quality, performance metrics, AQLs, events, and corrective actions.
• Oversee knowledge management with ~500 knowledge articles and templates.
• Direct employee training in systems, processes, and customer-service standards.
• Lead transition planning for incoming/outgoing operations.
• Prepare and present monthly PM reviews, daily metrics, and executive reports.
• Drive continuous improvement in service delivery and customer experience.

Skills

Leadership

Communication

Problem solving

Staff management

ITIL knowledge

HDI knowledge

24x7 operations

Customer service

Education

ITIL v4 certification

PMP certification

HDI Manager/Director certification

Tools

ServiceNow

Amazon Connect

Job description

TEEMA seeks an experienced Program Manager II to lead a large-scale, mission-critical Technology Service Desk in a federal environment. You will direct 24x7 IT operations, manage a 50+ staff, and ensure ITIL/HDI adherence while strengthening customer relationships.

You will liaison with Government leadership, coordinate transition plans, and deliver monthly reviews and executive reports. Strong leadership and communication are essential for success in this high-demand role.