Technical Program Manager – Service Desk & Contact Center Solutions

Chenega Corporation • Colorado Springs, CO

2d • Hybrid

About The Position

The Technical Program Manager for Service Desk and Contact Center Solutions owns the delivery and performance of the company's help desk, service desk, and call center contracts while driving the technical solutioning that wins new ones. This role sits at the intersection of technical management, operational delivery, and business development — requiring someone who can assess a client's current environment honestly, design a path to high performance, build the team to execute it, and deliver results that show up in the metrics and in the client relationship. Experience managing remote workforces operating within government systems is essential. This is a hands-on leadership role for someone who knows this space well and has the track record to prove it.

Requirements

• Bachelor's degree; additional experience accepted in lieu of education.
• 5+ years of technical management experience on federal help desk, service desk, or call center contracts, including direct responsibility for SLA performance and client satisfaction outcomes.
• PMP or equivalent certification required within 120 days of start date.
• ITIL 4 Foundation or higher certification required within 120 days of start date.
• U.S. citizenship required; ability to obtain and maintain a federal security clearance commensurate with program requirements.
• Service desk and contact center domain expertise — deep enough to assess a client's environment, identify what is working and what is not, and design a solution that improves performance against the metrics that matter.
• Technical platform fluency — works in ServiceNow, Amazon Connect, Gemini, and adjacent tools at a management and configuration level, not just a user level.
• Remote workforce management — knows how to build accountability, maintain engagement, and drive performance standards across distributed teams operating in government environments.
• Data fluency — uses platform analytics, performance dashboards, and operational metrics to make decisions, identify trends, and communicate program health to clients and leadership.
• Client relationship management — builds trust with government stakeholders through honest communication, consistent follow-through, and results that show up in the data.
• Business development contribution — brings technical credibility and delivery experience to pursuit activities and translates that into proposal content and client conversations that differentiate the company.
• Continuous improvement orientation — treats performance standards as a floor, not a ceiling, and builds teams that share that expectation.
• Change management — brings distributed teams and government stakeholders through technology and process changes without losing performance continuity or client confidence.

Nice To Haves

• Ability to obtain Top Secret with SCI eligibility, CBP BI and other applicable client clearance requirements
• Demonstrated experience managing remote workforces operating within government networks and systems environments.
• Hands-on experience with ServiceNow or like tools and at least one adjacent platform such as Amazon Connect or Gemini — configuration and operational management, not just user-level familiarity.
• Demonstrated ability to assess an existing service delivery environment and develop and execute a credible improvement plan.
• Data literacy — comfortable working with platform analytics, performance dashboards, and operational metrics to drive decisions and communicate performance to government stakeholders.
• Strong written and verbal communication skills across technical, operational, and executive audiences.
• Experience contributing to federal proposals for help desk or contact center scopes — technical volumes, staffing models, or performance frameworks.
• Hands-on experience implementing AI-assisted capabilities within a service desk or contact center environment — intelligent routing, virtual agents, or predictive analytics.
• CompTIA Security+ or equivalent.
• Familiarity with federal IT compliance requirements — FISMA, NIST 800-series — as they apply to service desk operations in government environments.
• Experience managing multi-site or geographically dispersed service desk operations.
• Must successfully pass background and drug screening.

Responsibilities

• Serve as the technical program manager for active help desk, service desk, and call center contracts — owning delivery performance, staffing, SLA compliance, and client satisfaction.
• Assess inherited or incumbent service environments and develop actionable improvement plans that move programs toward high performance against contractual metrics and client expectations.
• Design, implement, and continuously refine service delivery models that drive measurable outcomes — first call resolution, ticket aging, customer satisfaction scores, and SLA adherence.
• Manage remote workforces operating within government networks and systems, maintaining visibility into team performance, schedule adherence, and quality standards across distributed locations.
• Maintain real-time dashboards covering ticket volumes, resolution times, call metrics, escalation trends, and SLA performance — for internal leadership and government stakeholders.
• Oversee the configuration, integration, and optimization of service management platforms and adjacent toolsets to support efficient, high-quality service delivery.
• Establish quality assurance practices, call monitoring standards, and continuous feedback mechanisms that keep service quality improving over time.
• Manage staffing models, workforce scheduling, and surge capacity planning to maintain service levels across varying demand periods.
• Apply hands-on experience with or with like tools as ServiceNow, Amazon Connect, Gemini, and adjacent tools to configure, manage, and optimize the service delivery environment.
• Evaluate client technology stacks and identify integration opportunities, automation potential, and platform gaps that affect service performance.
• Implement AI-assisted capabilities — intelligent routing, virtual agents, predictive analytics, and automated workflows — to improve efficiency and customer experience.
• Use data from platform analytics and reporting tools to identify trends, drive continuous improvement, and inform staffing and process decisions.
• Stay current on emerging contact center and ITSM technologies and evaluate their applicability to active programs and new pursuits.
• Build and manage high-performing remote teams operating within government-furnished or contractor-managed environments, maintaining engagement, accountability, and performance standards across distributed locations.
• Establish onboarding, training, and quality assurance practices that get new staff productive quickly and keep experienced staff performing at a high level.
• Coach and develop team leads and senior staff, building the internal capability to sustain high performance without requiring constant senior intervention.
• Create a team culture where performance standards are understood, client focus is the norm, and continuous improvement is expected.
• Manage personnel transitions, clearance requirements, and access coordination within government system environments with minimal disruption to service continuity.
• Serve as the senior client-facing leader for active service desk and call center programs, owning the relationship with CORs, program offices, and end-user stakeholders.
• Conduct regular program reviews, performance briefings, and executive-level touchpoints that give government clients honest visibility into program status and improvement trajectory.
• Translate performance data into clear, plain-language narratives that build client confidence and demonstrate the team's commitment to continuous improvement.
• Act on client feedback with urgency — identify root causes, implement corrections, and follow through with documented outcomes.
• Maintain CPARS positioning through consistent performance, proactive communication, and documented results.
• Contribute to business development activities for help desk, service desk, and call center opportunities — participating in market research responses, client engagement, and early shaping activities.
• Lead or contribute to technical solutioning for new pursuits — defining staffing models, technology approaches, performance frameworks, and transition plans that form a credible, competitive offer.
• Serve as the technical subject matter expert on proposal teams for this scope of work, driving technical volume content and ensuring solutions reflect actual delivery capability.
• Assess prospective client environments during pursuit activities and develop differentiated improvement narratives that connect the company's approach to the client's specific performance gaps.
• Support oral presentations, technical exchanges, and capability briefings where service desk and contact center expertise is relevant.
• Establish and maintain a structured continuous improvement program across active service desk programs — using performance data, client feedback, and industry benchmarks to drive measurable progress.
• Identify automation opportunities within service delivery workflows and implement solutions that reduce manual effort, improve response times, and increase first call resolution rates.
• Leverage AI tools and analytics platforms to surface patterns, predict demand, and inform staffing and process decisions before problems develop.
• Contribute lessons learned and best practices to the PMO, building institutional knowledge that improves future program startups and transitions.
• Other duties as assigned

Benefits

• professional development is embedded in their employer’s core culture
• opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world
• on-the-job learning experiences
• formal development programs
• well-being programs
• flexibility to make daily choices that can help them be healthy, centered, confident, and aware

What This Job Offers

• Job Type: Full-time
• Career Level: Senior