Senior IT Service Desk Program Manager – 24x7 Federal Ops

TEEMA; Washington (District of Columbia); In loco; USD 140.000 - 170.000; Tempo pieno

Descrizione del lavoro

TEEMA in Ashburn, VA seeks an experienced Program Manager II to lead a large-scale, 24x7 Technology Service Desk for a federal environment. You will oversee 50+ staff, drive ITIL/HDI-aligned service delivery, and report to Government leadership with regular reviews.

Ideal candidates have 5+ years managing 24x7 IT service desks, strong leadership and communication skills, and the ability to pass a federal background investigation.

Competenze

• 5+ years managing a 24x7 IT Service Desk with 50+ staff.
• Strong knowledge of ITIL and HDI frameworks.
• Ability to lead large, distributed teams and communicate with government leadership.
• US Citizenship and ability to pass required background investigation.

Mansioni

• Serve as 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, resource allocation, and staffing adjustments based on call, chat, email, and ticket volumes.
• Ensure service delivery follows ITIL and HDI standards and best practices.
• Monitor quality, performance metrics, AQLs, operational events, and corrective actions.
• Oversee knowledge management, including a library of approximately 500 knowledge articles, ticket templates, and scripted responses.
• Direct employee training in systems, processes, and customer-service standards.
• Lead transition planning for incoming and outgoing service operations.
• Prepare and present monthly Program Management Reviews, daily metrics, executive reports, and weekly performance reporting.
• Drive continuous improvement in service delivery and customer experience.

Conoscenze

ITIL

HDI frameworks

Leadership

Communication

Problem-solving

Staff management

Strumenti

ServiceNow

Amazon Connect

PMP

Descrizione del lavoro

TEEMA in Ashburn, VA seeks an experienced Program Manager II to lead a large-scale, 24x7 Technology Service Desk for a federal environment. You will oversee 50+ staff, drive ITIL/HDI-aligned service delivery, and report to Government leadership with regular reviews.

Ideal candidates have 5+ years managing 24x7 IT service desks, strong leadership and communication skills, and the ability to pass a federal background investigation.