Senior Program Manager – IT & Application Service Desk
About The Position
Integral Federal is seeking a Senior Program Manager to lead an enterprise IT Service Desk and mission-critical Application Service Desk program for a federal agency. The position provides operational leadership, strategic oversight, and accountability for both service desk functions in a high-tempo, multi-vendor environment. The program primarily operates onsite at the client location in Tysons Corner, Virginia, with occasional visits to the client's downtown Washington, DC location for senior-stakeholder meetings. The program manager leads a large, multi-tier workforce and coordinates with government Tier 3 engineering teams and vendor organizations responsible for enterprise infrastructure and application development. The role combines client partnership, operational risk management, service delivery, workforce leadership, technology and analytics oversight, contract financial management, subcontractor management, and support for business development and proposal efforts.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related discipline.
- At least 10 years of progressive leadership and program management experience running complex, large-scale IT and Application Service Desk operations or contact centers.
- Proven track record directly managing programs staffed by 50 or more personnel, including supervisors, tier leads, and support staff, in a high-volume, multi-tier environment.
- Active, fully adjudicated DoD Secret Clearance; interim clearances are not accepted.
- Demonstrated success in a multi-contractor federal environment, bridging Tier 1/2 operations with external government Tier 3 teams and vendor software and infrastructure partners.
- Direct experience using Salesforce as an ITSM/CRM platform for case routing, queue monitoring, and reporting.
- Exceptional verbal, presentation, and written communication skills, including the ability to brief senior government executives and maintain rigorous operational documentation.
Nice To Haves
- Familiarity with cloud contact center technologies, including Amazon Connect and automated chatbots.
- Project Management Professional (PMP) certification.
- ITIL 4 Managing Professional or ITIL Foundation certification.
- Experience leading help desk consolidation, tool migrations, or major service desk transition-in efforts for federal civilian or defense agencies.
Responsibilities
- Serve as the single point of accountability for program performance and build operational trust with the COR, government branch leadership, and agency stakeholders.
- Anticipate client needs, operational bottlenecks, and emerging risks; develop and execute mitigation plans before service impacts or escalations occur.
- Turn operational data into strategic insights, executive briefings, performance roadmaps, and continuous service improvement initiatives.
- Establish operational interfaces and cross-boundary workflows with government Tier 3 teams and contractors responsible for infrastructure and software development.
- Coordinate software release and deployment schedules with external development teams and prepare service desk staff, knowledge bases, and triage scripts for production updates.
- Direct daily IT and Application Service Desk delivery across Tier 1 and Tier 2 agents, shift leads, QA evaluators, and reporting analysts.
- Ensure adherence to contractual SLAs and KPIs, including First Contact Resolution, Mean Time to Resolve, Abandonment Rate, and Customer Satisfaction.
- Lead Major Incident Management, including crisis coordination, stakeholder communications during outages, and Root Cause Analyses.
- Optimize Salesforce Service Cloud / ITSM for ticket lifecycle tracking, SLA management, and performance analytics.
- Partner with telephony and contact center leads to optimize omnichannel tools, including Amazon Connect and Amazon Lex automated conversational chat.
- Oversee QA and Knowledge Management frameworks, including ticket audits, calibrated scoring, and knowledge base maintenance to increase automated and first-tier resolution.
- Manage staffing models, shift scheduling, real-time queue balancing, and attrition mitigation for coverage across 8:00 AM–8:00 PM EST.
- Lead, mentor, and evaluate supervisory staff, promote professional development and mission alignment, and oversee performance management for Integral employees.
- Manage labor hours of effort (LOE) and profit margins on a firm-fixed-price contract.
- Manage subcontractor relationships.
- Present to the executive team at Program Management Reviews on staffing, finances, risks and mitigations, organic growth opportunities, and business growth support.
- Work with business development and proposal teams to support new growth efforts.
Benefits
- Medical, dental, and vision insurance
- Flexible Spending Accounts
- Short-term and long-term disability insurance
- Life insurance
- Paid time off and holidays
- Paid parental leave
- Immediate vesting in the 401(k)
- Earned bonuses and awards
- Professional training reimbursement
- Employee Assistance Program
- Potential eligibility for overtime, shift differential, and discretionary bonuses, depending on the position
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What This Job Offers
Job Type
Full-time
Career Level
Senior
