Senior Program Manager, Service Desk Modernization (Remote)

Northramp; Washington (District of Columbia); Hybrid; USD 180,000 - 230,000; Full time

Benefits offered by this job

Employee Bonus Programs

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Retirement Plan

Life Insurance

Disability Insurance

Paid Time Off

Paid Parental Leave

Training & Development

Remote Work Opportunities

Wellness Resources

Job summary

Northramp is seeking an experienced Senior Program Manager to lead a multi-phase Service Desk modernization for a federal agency, consolidating Level 1 IT support into a single MSP-run ServiceNow-based desk. You will manage scope, schedule, and risk and be the primary client contact across governance and stakeholder forums.

Based in the Washington, DC region, the role requires on-site client presence with hybrid work cadence and leadership of ITSM, knowledge management, and ServiceNow

Qualifications

• 10+ years of program or project management experience.
• 5+ years leading IT service transformation or MSP transitions.
• PMP or equivalent certification.
• Experience with multi-phase consulting engagements.
• Experience with federal or financial services sectors.
• Strong stakeholder management and executive communication.
• Experience leading organizational change management.
• Bachelor’s degree in IT, Business, or related field or equivalent.
• Eligible to work in the United States and based in the DC region.

Responsibilities

• Lead the engagement across all phases from initiation to post-launch.
• Manage scope, schedule, risk in a firm-fixed-price environment.
• Direct cross-functional team including ITSM, Knowledge Management, ServiceNow Architect.
• Serve as primary client contact for governance and reporting.
• Coordinate interviews/workshops and secure buy-in from division teams.
• Oversee organizational change management.
• Oversee ServiceNow work including KB and service catalog designs.
• Guide MSP readiness and transition plans.
• Ensure deliverables meet agency standards and security requirements.

Skills

Program management

Stakeholder management

Change management

Executive communication

Project lifecycle

MSP transition

ServiceNow

Federal sector experience

Education

Bachelor’s degree in IT/Business

Tools

ServiceNow

Job description

Northramp is seeking an experienced Senior Program Manager to lead a multi-phase Service Desk modernization for a federal agency, consolidating Level 1 IT support into a single MSP-run ServiceNow-based desk. You will manage scope, schedule, and risk and be the primary client contact across governance and stakeholder forums.

Based in the Washington, DC region, the role requires on-site client presence with hybrid work cadence and leadership of ITSM, knowledge management, and ServiceNow