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 Application Service Desk program for a federal agency. The position provides operational leadership, strategic oversight, and accountability for service desk delivery in a high-tempo, multi-vendor environment. The program supports a workforce of more than 40 people across multiple tiers and roles, with coordination involving government Tier 3 engineering teams and external vendors responsible for infrastructure and application development. The role is based on site at the client location in Tysons Corner, Virginia, with occasional visits to the client’s downtown Washington, DC location for senior stakeholder meetings. The position requires an active, fully adjudicated DoD Secret clearance; interim clearances are not accepted. The successful candidate will lead service operations, client relationships, risk mitigation, service improvement, workforce planning, technology and analytics optimization, contract financial management, and growth support. The salary range is $160,000–$180,000. Depending on the position, employees may also be eligible for overtime, shift differential, and/or discretionary bonuses. Integral Federal describes its rewards package as including paid parental leave and immediate vesting in its 401(k), along with insurance coverage, paid time off and holidays, bonuses and awards, professional training reimbursement, and an Employee Assistance Program.
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 ecosystem, 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 is strongly preferred.
- ITIL 4 Managing Professional or ITIL Foundation certification.
- Direct 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, systemic bottlenecks, and emerging risks; execute mitigation plans before service impacts or client escalations occur.
- Translate 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 support teams and third-party infrastructure and software development contractors.
- Coordinate major releases and deployments with external software development teams and prepare service desk staff, knowledge bases, and triage scripts for production updates.
- Direct daily delivery of IT and Application Service Desk functions, including 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 across the 8:00 AM–8:00 PM EST service window.
- Lead, mentor, and evaluate supervisory staff and foster a resilient, accountable culture focused on professional development and mission alignment.
- Oversee performance management for Integral employees.
- Manage level of effort 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
- Paid parental leave
- Immediate vesting in 401(k)
- Medical, dental, and vision insurance
- Flexible spending accounts
- Short-term and long-term disability insurance
- Life insurance
- Paid time off and holidays
- Earned bonuses and awards
- Professional training reimbursement
- Employee Assistance Program
- Potential 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
