Senior Program Manager, Enterprise IT Service Desk - Federal

Ddc Dine; Washington (District of Columbia); On-site; USD 186,000 - 206,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life and disability coverage

Retirement savings with company match

Paid time off

Employee assistance program

Tuition reimbursement

Job summary

Diné Development Corporation (DDC) is seeking a Program Manager to oversee the Service Desk operations for DOC, ensuring SLAs, security and staffing requirements are met. You will interface with contractor leadership and government stakeholders to drive performance and continuous service improvement.

This role requires 10+ years in federal IT operations, a Secret clearance, PMP, and ITIL Foundation certification.

Qualifications

• Bachelor’s degree in Information Technology, Business Administration, Computer Science, or related field.
• Active Secret Clearance.
• PMP Certification (Required); ITIL Foundation Certification or equivalent (Preferred).
• 10+ years of enterprise IT operations or service desk management in a federal environment.
• Demonstrated experience managing large-scale IT support contracts and multi-functional teams.
• Proficiency with SLA management, performance reporting, and customer engagement.
• U.S. Citizenship required.

Responsibilities

• Direct and oversee all task order operations, staffing, schedules, deliverables, and service desk support activities.
• Develop, implement, and maintain the Program Management Plan (PMP), Transition-In Plan, and Transition-Out Plan.
• Monitor contractor performance against SLAs, KPIs, and quality metrics and implement corrective action plans as necessary.
• Ensure all personnel maintain required security clearances and compliance with DOC security policies.
• Lead risk management, issue resolution, escalation management, and continuous service improvement initiatives.
• Facilitate weekly and monthly status meetings and provide detailed performance and cost reporting to Government leadership.
• Coordinate stakeholder communications, governance activities, and operational reviews.
• Oversee process optimization, workflow improvements, and service modernization initiatives.
• Ensure compliance with ITIL-aligned service management practices and DOC operational procedures.
• Manage transition activities, staffing continuity, onboarding, and workforce retention.
• Coordinate with Tier 0–3 support leads, cybersecurity personnel, and enterprise stakeholders to ensure uninterrupted support operations.
• Support surge operations, COOP/DR events, and special mission requirements as needed.

Skills

Leadership

Communication

Stakeholder management

SLA management

Risk management

Education

Bachelor’s degree in Information Technology, Business Administration, Computer Science, or related field

Job description

Diné Development Corporation (DDC) is seeking a Program Manager to oversee the Service Desk operations for DOC, ensuring SLAs, security and staffing requirements are met. You will interface with contractor leadership and government stakeholders to drive performance and continuous service improvement.

This role requires 10+ years in federal IT operations, a Secret clearance, PMP, and ITIL Foundation certification.