Senior Program Manager Service Desk

Program Manager (PM) for Service Desk Contract

Our client is hiring a Program Manager (PM) to lead a large-scale Service Desk contract supporting a DHS agency. This program provides 24x7x365 Tier I, Tier II Advanced Support, and Account Service Desk (ASD) services to thousands of federal employees, contractors, trade partners, and agency users worldwide.

The PM will oversee all aspects of program delivery, staffing, and compliance with contract performance standards. This position is based in Ashburn, VA, with some remote flexibility.

Responsibilities

• Serve as the senior point of contact with agency leadership, COR, and stakeholders.
• Oversee service delivery for Tier I, Tier II Advanced Support, and ASD operations.
• Develop and maintain required program deliverables (transition plans, staffing plans, SOPs, PMR reports).
• Lead staffing, onboarding, and performance management for 100+ personnel across multiple sites.
• Ensure compliance with Acceptable Quality Levels (AQLs) (call answer time, ticket resolution SLAs, customer satisfaction).
• Direct incoming and outgoing transition planning with seamless knowledge transfer.
• Enforce DHS IT security, Section 508 accessibility, and enterprise architecture compliance.
• Drive continuous service improvements based on ITIL / HDI best practices.

Minimum Qualifications

Preferred Qualifications