Program Manager-IT Service Delivery
About The Position
ApplyLogic is a fast-paced Service-Disabled Veteran-Owned Small-Business, headquartered in Vienna, VA. Our people are our greatest asset, and our company culture is grounded on that belief. We offer challenging and interesting work in a friendly and supportive environment. Through prime and subcontracts, we deliver best-in-class expertise to solve complex technical problems. We're looking for a talented Program Manager to join our team in Washington, DC. This position will support a complex government client and will provide leadership for IT Service Desk operations in a ServiceNow-based enterprise environment. In this role, you will oversee SLA-driven service delivery, coordinate across technical teams, and help ensure secure, high-quality support in a mission-critical setting.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, Business, or related field, or equivalent relevant experience
- 5+ years managing Federal IT programs or Service Desk operations
- Experience managing SLA-driven support environments
- Strong leadership, communication, and customer engagement skills
- Experience leading teams in secure or compliance-driven operational settings
- ServiceNow ITSM platform operations and reporting
- ITIL-based Incident, Problem, Request, and Change Management processes
- Microsoft 365 enterprise support environments
- KPI development, service metrics, and operational reporting
- Coordination of endpoint management, patching, and user support operations
- Risk management, staffing oversight, and service delivery governance
Nice To Haves
- ITIL v4 Foundation
- PMP or equivalent project/program management certification
- CompTIA Security+
Responsibilities
- Lead IT Service Desk operations across Tier 0 through Tier 3 support
- Serve as the primary interface with Government stakeholders
- Manage service delivery performance, SLA compliance, and reporting metrics
- Oversee Weekly Activity Reports, Monthly IPR inputs, dashboards, and trend analysis
- Coordinate across Service Desk, ServiceNow, endpoint, and infrastructure support teams
- Manage staffing, subcontractors, schedules, and resource planning
- Support transition-in activities and ongoing process improvement initiatives
- Ensure delivery quality, issue escalation, and customer satisfaction across the program
Benefits
- Employee Assistance Program
- 401K
- Medical/Dental/Vision Insurance
- Life/Short-Term Disability/Critical Illness/Accident Insurance
- 15 PTO Days
- 11 Federal Holidays
- Up to $5K towards continuing education and/or professional development
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
1-10 employees
