Program Manager, Service Desk

CMT Services Inc • Washington, DC, DC

6d • Onsite

About The Position

The Program Manager, Service Desk will serve as the primary operational lead for the Peace Corps IT Service Desk contract. This position is responsible for managing service delivery, staffing coordination, performance reporting, transition readiness, issue escalation, quality control, and day-to-day coordination with Government stakeholders. The Program Manager will ensure that Tier 1, Tier 2, VIP support, AV support, BMC Track-It! administration, asset management, communications support, and reporting activities are performed.

Requirements

• Experience managing IT service desk, help desk, or end-user support programs of similar scope, workload, duration, and complexity.
• Experience managing Federal or public-sector IT support contracts preferred.
• Knowledge of ITIL-based service management practices, service desk performance metrics, SLA/PRS management, risk management, and quality control.
• Ability to manage multidisciplinary teams supporting Tier 1, Tier 2, VIP, ticketing, asset, AV, communications, and reporting functions.
• Strong communication, stakeholder management, reporting, and escalation-management skills.
• Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business Administration, Project Management, or a related field.

Nice To Haves

• ITIL 4 Foundation
• PMP
• CAPM
• HDI Support Center Manager
• Agile/Scrum
• Lean Six Sigma
• or equivalent project/service management certification.

Responsibilities

• Manage overall contract performance for the IT Service Desk support requirement.
• Oversee Tier 1, Tier 2, VIP, AV, asset management, ticketing, self-service, communications, and reporting functions.
• Monitor performance against PRS thresholds, including ASA, abandonment rate, FCR, Tier 2 resolution, VIP response, critical-ticket handling, communications timeliness, and QA results.
• Lead transition activities from award through IOC and FOC.
• Manage staffing, workload, schedules, risks, escalations, corrective actions, and service continuity.
• Attend and support weekly status meetings, Technical Review Board, Change Control Board, monthly reviews, and quarterly program management reviews.
• Ensure required deliverables are accurate, timely, complete, and aligned with Government expectations.
• Coordinate with Government stakeholders on incidents, changes, risks, performance issues, and improvement actions.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager