Service Desk Program Manager

We are looking for a Service Desk Program Manager with experience in the federal space, specifically working with high level customers in an onsite capacity.

• Active Secret clearance required
• Security+ certification desired
• Onsite Arlington, VA
• Salary range: $150,000-$176,000

The Service Desk Program Manager is responsible for the day-to-day execution and operational leadership of a basic technical project within program and customer guidelines. This role oversees service delivery performance, supports profit and loss accountability and organic growth objectives, leads small project teams, and ensures high levels of client satisfaction through efficient customer support operations.

Key Responsibilities

• Lead the day-to-day execution of contract tasks for a basic technical project, ensuring performance aligns with program objectives, customer expectations, schedule, and budget.
• Provide administrative and operational leadership for the project within guidance established by the Program Manager and customer.
• Oversee service delivery operations, including support processes, escalation management, workflow execution, and end-user satisfaction.
• Manage technical customer support policies, objectives, and initiatives to improve efficiency, consistency, and service quality.
• Monitor service metrics, workload volumes, and customer feedback to recommend and implement process improvements, workflow changes, and resource adjustments.
• Coordinate across functional teams to support service continuity, operational readiness, and future product or release activities.
• Resolve escalated operational issues requiring cross-department collaboration and sound judgment.
• Support resource planning, staffing coordination, and team organization to meet service delivery commitments.
• Mentor team leads, supervisors, or junior staff as assigned, fostering accountability, performance, and customer-focused delivery.
• Contribute to business growth objectives through strong client relationship management and effective delivery execution.

Required Qualifications

• Bachelor's degree in Information Technology, Cyber Security, Business, Engineering, Management, or a related field, or equivalent relevant experience.
• An Associate degree with 5 years of relevant experience may be substituted for the bachelor's degree requirement.
• 4-6 years of relevant experience in technical project execution, service delivery, customer support operations, or a related environment.
• Meet DoDM 8410 with a minimum of CompTIA Security+ certification required.
• Experience in service desk management with 3+ years of management or team leadership experience.
• Demonstrated ability to lead day-to-day project activities, coordinate across teams, and manage competing priorities in a client-facing environment.
• Strong verbal and written communication skills with the ability to work effectively with technical and non-technical stakeholders.
• US citizenship required.
• Active Secret security clearance.

Preferred Qualifications

• Progress toward PMP or CAPM certification.
• Experience supporting service desk, help desk, or technical support operations in a federal or highly regulated environment.
• Familiarity with service delivery metrics, workforce planning, and process improvement initiatives.
• Experience resolving escalated operational issues and coordinating corrective actions across departments.
• Understanding of project management practices, customer support models, and service quality management.

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