Senior IT & App Service Desk Program Manager (On-site)

Integral Federal, Inc.; McLean (VA); On-site; USD 160,000 - 180,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

Flexible Spending Accounts

Short-Term and Long-Term Disability

Life Insurance

Paid Time Off & Holidays

Earned Bonuses & Awards

Professional Training Reimbursement

Employee Assistance Program

Job summary

Integral Federal, Inc. seeks a Senior Program Manager to lead an enterprise IT Service Desk and Application Service Desk program for a federal agency. This on-site role in Tysons Corner, VA oversees a 40+ person multi-tier team, coordinating with government Tier 3 engineers and external vendors.

The ideal candidate will have 10+ years of leadership, DoD Secret clearance, and deep ITSM/Salesforce experience, ensuring SLA/KPI adherence and strong client partnerships.

Qualifications

• Bachelor’s degree in IT, CS, business, or related field.
• 10+ years of progressive leadership and program management in large IT/Service Desk operations.
• Experience managing programs with 50+ personnel in a multi-tier environment.
• Active DoD Secret Clearance (mandatory).
• Proven multi-contractor collaboration bridging Tier 1/2 with Tier 3 gov teams and vendor partners.
• ITSM experience w/ Salesforce ITSM/CRM and cloud contact center tech (Amazon Connect).
• Exceptional verbal, presentation, and written communication for senior government executives.

Responsibilities

• Lead enterprise IT Service Desk and Application Service Desk operations.
• Own program performance with COR and agency stakeholders.
• Coordinate cross-contractor interfaces and vendor software/infrastructure partners.
• Manage release/deployment schedules with external software teams.
• Oversee QA, knowledge management, and shift staffing across 800 AM–800 PM EST.
• Provide executive briefings and strategic performance roadmaps.

Skills

Leadership

Program management

Stakeholder mgmt

ITSM

Salesforce

Amazon Connect

Education

Bachelor’s degree

Tools

Salesforce CRM

Amazon Connect

Job description

Integral Federal, Inc. seeks a Senior Program Manager to lead an enterprise IT Service Desk and Application Service Desk program for a federal agency. This on-site role in Tysons Corner, VA oversees a 40+ person multi-tier team, coordinating with government Tier 3 engineers and external vendors.

The ideal candidate will have 10+ years of leadership, DoD Secret clearance, and deep ITSM/Salesforce experience, ensuring SLA/KPI adherence and strong client partnerships.