Program Manager

NetImpact Strategies•Washington, DC

8h•Onsite

About The Position

NetImpact Strategies has an opportunity for a Program Manager supporting a federal customer’s enterprise IT Service Desk and End User Support Services program. This senior leadership role is responsible for the overall performance, management, quality assurance, and successful delivery of a large-scale, performance-based IT support contract. The Program Manager serves as the primary interface with federal stakeholders, provides strategic oversight across contact center operations, embedded support teams, audio/visual services, logistics, and hardware deployment functions, and ensures compliance with Service Level Agreements (SLAs), federal security requirements, and contractual obligations; this position is onsite in Washington, DC.

Requirements

Bachelor’s degree in Computer Science, Information Systems, Engineering, Business, or related field.
Minimum of 5 years of experience in IT service management, program management, or related leadership roles.
Proven experience managing large-scale IT service desk or end user support programs in a federal or enterprise environment.
Demonstrated experience overseeing multi-functional teams across multiple task areas.
Experience managing contract financials, staffing plans, and subcontractor relationships.
Strong knowledge of IT Service Management (ITSM) frameworks and practices.
Proficiency using business and reporting tools (e.g., Microsoft Office suite).
Information Technology Infrastructure Library (ITIL) v4 Foundation certification.
Excellent written and verbal communication skills.
Ability to obtain and maintain a federal contractor fitness determination (background investigation and continuous vetting).

Nice To Haves

Project Management Professional (PMP) certification.
Experience managing performance-based service contracts with defined SLAs.
Experience supporting 24x7x365 operational environments.
Familiarity with federal information security standards and device configuration policies.
Experience with Capability Maturity Model Integration (CMMI) or structured process improvement methodologies.
Strong executive-level briefing and stakeholder engagement experience.

Responsibilities

Serve as the single point of contact for all program-level communications with federal contracting and program stakeholders.
Provide full lifecycle program oversight including staffing, financial management, subcontractor oversight, risk management, and performance monitoring.
Ensure all services are delivered in accordance with contract requirements, SLAs, and quality standards.
Develop, implement, and maintain the Program Management Plan and associated governance structures.
Oversee 24x7x365 contact center operations, embedded support teams, A/V support services, logistics operations, and remote support functions.
Monitor SLA performance metrics and implement corrective actions when performance trends indicate potential shortfalls.
Lead major incident coordination and ensure executive-level communication during high-impact service disruptions.
Establish and manage a comprehensive Quality Control Program aligned with federal performance standards and industry best practices (e.g., ITIL, ISO/IEC 20000 principles).
Oversee workforce planning, recruitment strategy, staff retention, and succession planning to ensure uninterrupted service delivery.
Manage subcontractors, ensuring alignment with contract requirements and integration into the overall service delivery model.
Provide monthly and ad hoc reporting on performance metrics, staffing status, risk posture, and financial tracking.
Lead continuous improvement initiatives to enhance service efficiency, customer satisfaction, and operational effectiveness.
Ensure compliance with federal information security, Controlled Unclassified Information (CUI) handling, background investigation, and contractor fitness requirements.
Oversee transition-in and transition-out planning to ensure seamless continuity of operations.