The Program Manager will oversee a large-scale enterprise IT Service Desk, Executive Support, Accounts Management, and Knowledge Management operation supporting a federal agency. This role is responsible for overall contract performance, SLA adherence, staffing, reporting, compliance, and executive-level customer engagement.

• Provide executive oversight of all contract task areas (Tier 1, Tier 2, UCC, Exec Support, IAM, KM)

• Serve as primary liaison to Government leadership and COR

• Ensure SLA compliance (95%+ performance thresholds)

• Manage staffing, workforce strategy, onboarding, and retention

• Oversee financial performance and contract deliverables

• Lead transition activities (phase-in/phase-out)

• Drive continuous process improvement and operational maturity

• Ensure compliance with ITIL, NIST, FISMA, and federal requirements

Required Qualifications

• Bachelor’s degree (Computer Science, Engineering, Business, Management, or related)

• 15+ years of management experience in enterprise IT operations

• ITIL Certification (required)

• Demonstrated experience managing multi-task federal IT contracts

• Experience overseeing large-scale service desk environments (50+ FTE preferred)

• Strong executive communication skills

Preferred Qualifications

• HDI Support Center Director (SCD) or similar certification

• Experience managing ServiceNow-based environments

• Prior federal agency experience