Program Manager - Service Desk

DirectViz Solutions•Washington, DC

1d•Hybrid

About The Position

DirectViz Solutions (DVS) is a dynamic and rapidly growing government contractor committed to delivering innovative IT solutions that address the mission-critical needs of our government clients. Through the expertise and dedication of our talented team, we provide cutting-edge technology services designed to achieve success and exceed expectations. At DVS, we prioritize our employees as our greatest asset. We offer competitive compensation, comprehensive medical benefits, a 401(k) match, generous PTO accrual, professional development reimbursement, corporate-funded technology certifications, and robust employee recognition and appreciation programs. We are seeking a Program Manager to join our team. This position is located in Washington DC and it is a hybrid role. The Program Manager provides overall leadership, governance, and accountability for enterprise IT Service Desk operations supporting a federal government environment. This role is responsible for contract execution, service delivery performance, stakeholder engagement, staffing, reporting, and continuous improvement.

Requirements

Bachelor's Degree
10+ years managing enterprise IT service desk or customer support programs
5+ years supporting federal government or government‑contracted IT services
Demonstrated experience managing SLAs, staffing models, and multi‑tiered support teams
Project Management Professional (PMP) (Active)
ITIL 4 Foundation (or higher)
ITSM platforms (BMC Track‑It!, ServiceNow, Remedy, or equivalent)
ITIL Incident, Request, Problem, and Change Management processes
Microsoft 365 (Outlook, Teams, Excel, PowerPoint)
Asset management systems (Maximo or equivalent)
SLA dashboards, reporting, and analytics tools

Responsibilities

Serve as the primary point of contact with government stakeholders for all service desk operations.
Provide leadership and oversight for Tier 1, Tier 2, VIP support, asset management, AV support, and ticketing services.
Ensure compliance with service level agreements (SLAs), key performance indicators (KPIs), and quality assurance thresholds.
Lead weekly status meetings, monthly SLA reviews, and quarterly program management reviews.
Manage staffing plans, onboarding, retention, performance management, and workforce readiness.
Oversee incident escalation, risk management, issue resolution, and corrective action plans.
Manage transition‑in, transition‑out, and continuity of operations activities.
Review and approve operational documentation, reports, dashboards, and deliverables.
Drive continuous service improvement using ITIL‑aligned best practices.