Senior Help Desk Program Manager – 24/7/365, Onsite DC

gdit; Washington (District of Columbia); On-site; USD 149,000 - 201,000; Full time

Job summary

GDIT is seeking a Program Manager to lead a 24/7/365 Help Desk program for a government customer in Washington, DC. You will oversee ITSM operations, drive process improvements, and deliver superior customer experience.

The role requires Top Secret/SCI eligibility, ITIL certifications, and strong leadership across large, diverse teams. Onsite duties in downtown DC with extensive training and career growth opportunities.

Qualifications

• 10+ years of related experience in IT help desk and program management.
• Proven ability to lead large cross-functional teams and meet service metrics.
• Active Top Secret with eligibility for SCI and strong leadership capability.

Responsibilities

• Direct overall contractor support and manage day-to-day operations for ITSM.
• Ensure quality performance in line with ITIL standards and metrics.
• Lead quality assurance and mitigate project risks and issues.
• Interface with COR and senior government leadership on strategy and planning.
• Drive continual service improvements using stakeholder feedback and trend analysis.
• Oversee staffing and resources across multiple sites and onboarding/offboarding.
• Deliver reports, SOPs, and performance documentation to leadership.
• Administer training programs and provide coaching to the team.
• Utilize JIRA to capture data, track performance, and generate reports.
• Support timekeeping, performance reviews, and hiring activities.
• Meet milestones with comprehensive project plans and schedules.

Skills

ITIL Management

IT Program Management

ITSM

Education

Bachelor's degree

Tools

JIRA

Job description

GDIT is seeking a Program Manager to lead a 24/7/365 Help Desk program for a government customer in Washington, DC. You will oversee ITSM operations, drive process improvements, and deliver superior customer experience.

The role requires Top Secret/SCI eligibility, ITIL certifications, and strong leadership across large, diverse teams. Onsite duties in downtown DC with extensive training and career growth opportunities.