Sr. Program Director

Swooped; United States; On-site; USD 90,000 - 150,000; Full time

Job summary

An established industry player is seeking a Senior Program Director to lead large-scale IT support programs. This role demands a strategic leader with over 15 years of experience in program management, particularly in IT service delivery. You will oversee a team of over 300 personnel, ensuring operational excellence and stakeholder satisfaction. The company thrives on collaboration and innovation, offering a dynamic environment where your contributions will directly impact mission success across various sectors. If you are a problem solver with a passion for technology and leadership, this opportunity is perfect for you.

Qualifications

• 15+ years of program/project management experience, especially in IT support.
• PMP certification is required; ITIL or CSM is a plus.

Responsibilities

• Lead large-scale IT desktop support programs with 300+ personnel.
• Develop program roadmaps and oversee operational performance.

Skills

Program Management

Stakeholder Management

IT Service Management (ITSM)

Leadership

Communication

Financial Management

Education

Bachelor's degree in Computer Science

PMP Certification

ITIL Certification

Tools

ServiceNow

Remedy

Microsoft 365

Job description

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Our client is a next-generation solutions provider, delivering mission success across government, healthcare, and commercial industries. The company relies on its passionate people, long-standing partnerships, and strategic thinking to solve critical challenges.

Whether teaming with clients, colleagues, or partners, they put each other first.

About The Role

Our client is seeking a highly experienced Senior Program Director with 15+ years of progressive experience in IT service delivery and program management.

Does this sound like you?

The ideal candidate holds a PMP certification and has a proven track record overseeing large-scale, enterprise-level programs involving desktop support services, managing more than 300 resources across diverse geographical locations. This role requires a strategic leader with strong stakeholder management skills, operational oversight capabilities, and the ability to drive service excellence in complex IT environments.

What you will be doing

• Lead and manage end-to-end delivery of large-scale IT desktop support programs with 300+ personnel across multiple locations.
• Develop program roadmaps, define objectives, and align outcomes with organizational goals and client expectations.
• Oversee operational performance, including service level agreements (SLAs), incident response, and user satisfaction metrics.
• Collaborate with cross-functional teams including service desk, field support, asset management, and end-user computing.
• Ensure effective resource allocation, team development, and succession planning to maintain high-performing support operations.
• Serve as the primary point of contact for senior stakeholders, providing regular updates, strategic insights, and issue resolution.
• Implement continuous improvement initiatives based on performance analytics, user feedback, and industry best practices.
• Manage contracts, budgets, risk assessments, and compliance with relevant IT governance standards and security policies.
• Lead program governance meetings, including Executive Steering Committees and Operational Reviews.

What you bring to the table

• Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field.
• PMP Certification is required; additional certifications (e.g., ITIL, CSM) are a plus.
• 15+ years of program/project management experience with at least 7 years in enterprise-level IT support operations.
• Proven experience managing programs with 300+ personnel, preferably in desktop support services.
• Strong understanding of IT service management (ITSM) principles and tools (e.g., ServiceNow, Remedy).
• Exceptional leadership, communication, and stakeholder engagement skills.
• Demonstrated success in managing vendor relationships and subcontractors in multi-vendor environments.
• Experience with federal or large enterprise IT environments is highly desirable.
• Experience in government contracting or public sector program delivery is desired.
• Familiarity with hybrid and remote desktop support models.
• Strong financial management skills including forecasting and P&L oversight is a plus.
• Knowledge of modern workplace technologies including Microsoft 365, Windows OS, endpoint management tools, etc., is a plus.

Why you will love it!

• You get to be a creative, problem solver in a dynamic, fast-paced environment while working with various technologies.
• The hiring company is rapidly growing, and with growth comes opportunity for all. There is palpable energy and momentum across the company that is easy to tap into and be inspired by.

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”

Seniority level

• Director

Employment type

• Full-time

Job function

• Project Management

Industries

• Computer and Network Security and Technology
• Information and Media

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