Service Desk Program Manager

Service Desk Program Manager On-site in Ashburn, VA Ability to obtain and maintain a Public Trust clearance Nationwide IT Services (NIS) is seeking a skilled Program Manager II for a potential opportunity to lead the 24x7x365 operations of a 150-person Tier I and II Service Desk.

The Program Manager will serve as the primary point of contact for the Contracting Officer Representative (COR) and senior government stakeholders, ensuring world-class technology support for over 65,000 personnel.

This position demands a proven leader who can manage large-scale IT service desk operations, drive continuous process improvements, and deliver superior customer experience across multiple contact channels, including phone, chat, email, and self-service.    Service Desk Program Manager Responsibilities Include :

• Serve as the Contractor’s POC for the COR and senior-level government managers.
• Oversee 24x7x365 operations of a global service desk providing Tier 1 and Tier 2support, Account Service Desk operations, and advanced support services.
• Manage staffing and resources across multiple geographically dispersed sites, ensuring appropriate coverage, supervisory oversight, and timely onboarding / offboarding of contract staff.
• Ensure quality performance in alignment with Help Desk Institute (HDI) and ITIL standards, continuously monitoring workflows and reporting on service delivery metrics.
• Lead quality assurance efforts, ensuring performance objectives are met, operational events are communicated with after-action reporting, and First Contact Resolution (FCR) is maximized.
• Deliver accurate and timely reports, SOPs, and performance documentation to CBP leadership.
• Incorporate customer feedback from satisfaction surveys and direct outreach into ongoing service improvements.
• Support knowledge and service catalog management, ensuring knowledge articles, templates, and scripted responses are up-to-date and aligned with contract requirements.
• Oversee training programs, ensuring new hires and experienced staff receive appropriate onboarding, refresher, and remedial training.
• Drive continual service improvements, including trend analysis to reduce call / email volume and enhancements in customer experience and resource planning.

Requirements :