Senior Federal End User Computing Program Manager

ActioNet, Inc.; Rockville (MD); On-site; USD 120,000 - 165,000; Full time

Benefits offered by this job

Medical Insurance

Vision Insurance

Life and AD&D Insurance

401(k) Savings Plan

Education and Professional Training

Flexible Spending Accounts (FSA)

Employee Referral and Merit Recogniton

Job summary

ActioNet is seeking a BPA Call Project Manager to provide overall leadership for the End User Computing (EUC) BPA Call, overseeing service delivery across Call-Wide Responsibilities, End User Management and Deployment, and Help Desk Services.

You will interface with the COR, ensuring contract performance, operational excellence, and customer satisfaction while maintaining ITIL-based service management practices and SLRs.

Qualifications

• Bachelor's degree in Information Technology, Business, or a related field.
• Minimum eight (8) years managing large Federal IT operations or End User Computing programs.
• Experience leading enterprise Service Desk, Deskside Support, and ITSM service delivery organizations.
• Demonstrated success managing transition, performance metrics, and customer satisfaction on mission-critical Federal contracts.
• Strong leadership, communication, and stakeholder management skills.
• IT Service Management (ITIL)
• Service Delivery Management
• Customer Experience (CX)
• Risk & Performance Management

Responsibilities

• Lead all operational, technical, financial, and administrative activities supporting the BPA Call.
• Serve as the primary point of contact for the COR and provide executive-level status, performance, and risk reporting.
• Direct transition activities, workforce management, and project execution to ensure uninterrupted service delivery.
• Ensure compliance with ITIL v4 practices, Service Level Requirements (SLRs), and NRC operational policies.
• Oversee service delivery across Call Center, Deskside Services, Deployment, Asset Management, and End User Support functions.
• Drive continual service improvement through process optimization, operational efficiencies, and customer experience initiatives.

Skills

Leadership

Communication

Stakeholder management

ITIL

ITSM

Service Delivery

Customer Experience (CX)

Risk management

Performance management

Education

Bachelor's degree in Information Technology, Business, or a related field

Job description

ActioNet is seeking a BPA Call Project Manager to provide overall leadership for the End User Computing (EUC) BPA Call, overseeing service delivery across Call-Wide Responsibilities, End User Management and Deployment, and Help Desk Services.

You will interface with the COR, ensuring contract performance, operational excellence, and customer satisfaction while maintaining ITIL-based service management practices and SLRs.