Program Manager

Diné Development Corporation•Washington, DC

10d

About The Position

The Program Manager is responsible for the overall management, execution, and successful delivery of the Service Desk, providing strategic oversight for enterprise IT service desk operations supporting DOC users and mission-critical systems. The role is the primary interface between contractor leadership and Government stakeholders, ensuring compliance with contractual requirements, service level agreements (SLAs), cybersecurity requirements, staffing obligations, and performance standards. This position is contingent upon contract award.

Requirements

Minimum 10 years of experience managing enterprise IT operations or service desk programs in a federal environment.
Bachelor’s degree in Information Technology, Business Administration, Computer Science, or a related field.
Active Secret Clearance.
PMP Certification.
Demonstrated experience managing large-scale IT support contracts and multi-functional technical teams.
Experience developing project management artifacts, including project schedules, risk logs, communication plans, quality plans, and resource management plans.
Strong experience with SLA management, performance reporting, and customer engagement.
Excellent leadership, communication, organizational, and stakeholder management skills.
Proficiency with project management tools and methodologies.
U.S. Citizenship required.

Nice To Haves

ITIL Foundation Certification or equivalent.
Experience supporting secure federal IT environments.

Responsibilities

Direct and oversee task order operations, staffing, schedules, deliverables, and service desk support activities.
Develop, implement, and maintain the Program Management Plan (PMP), Transition-In Plan, and Transition-Out Plan.
Monitor performance against SLAs, KPIs, and quality metrics, and implement corrective action plans as necessary.
Ensure personnel maintain required security clearances and comply with DOC security policies.
Lead risk management, issue resolution, escalation management, and continuous service improvement initiatives.
Facilitate weekly and monthly status meetings and provide detailed performance and cost reporting to Government leadership.
Coordinate stakeholder communications, governance activities, and operational reviews.
Oversee process optimization, workflow improvements, and service modernization initiatives.
Ensure compliance with ITIL-aligned service management practices and DOC operational procedures.
Manage transition activities, staffing continuity, onboarding, and workforce retention.
Coordinate with Tier 0–3 support leads, cybersecurity personnel, and enterprise stakeholders to ensure uninterrupted support operations.
Support surge operations, COOP/DR events, and special mission requirements as needed.