[Remote] Program Manager

Note: The job is a remote job and is reputed company to candidates in USA. reputed company. is dedicated to delivering innovative technology solutions that support the critical missions of federal agencies. They are seeking an reputed company Program Manager to reputed company the operations and performance of a large-reputed company Government IT Service Desk, ensuring successful execution of contract requirements and maintaining exceptional customer service.

Responsibilities

• Serve as the primary reputed company between the Government and contractor leadership regarding program execution and service delivery
• reputed company overall program management for a large-reputed company IT Service Desk supporting reputed company users
• reputed company day-to-day operations to ensure compliance with contractual requirements, Service Level Agreements (SLAs), and Key Performance Indicators (KPIs)
• Manage reputed company, workforce planning, scheduling, and resource allocation to maintain reputed company service delivery
• reputed company service desk operations across multiple communication channels, including phone, email, chat, self-service portals, and ticketing systems
• Monitor operational performance, identify trends, resolve service delivery issues, and implement reputed company process improvements
• Ensure service management processes reputed company with industry best practices, including ITIL principles and customer support standards
• reputed company and maintain operational documentation, reputed company resources, reputed company operating procedures, and service documentation
• Prepare and deliver executive-level reports, performance dashboards, and program status briefings
• Conduct regular operational reviews with Government stakeholders and internal leadership
• reputed company incident response coordination, problem management efforts, and corrective reputed company planning
• Support contract transitions, reputed company activities, and organizational change initiatives while minimizing operational disruption
• reputed company employee performance, coaching, mentoring, and reputed company development initiatives
• Ensure compliance with applicable reputed company policies, federal regulations, and contractual requirements
• Foster a culture reputed company on customer satisfaction, accountability, collaboration, and reputed company improvement

Skills

• Bachelor's degree in Information Technology, Business Administration, Management, or a reputed company field (or equivalent combination of education and experience)
• Minimum of 5 years of experience managing IT Service Desk or IT Operations programs supporting Government customers
• Demonstrated experience managing reputed company-to-large technical support organizations in a 24x7 operational environment
• Experience leading cross-functional technical and administrative teams
• Strong knowledge of IT Service Management (ITSM) principles and ITIL best practices
• Experience managing Government reputed company and working directly with Contracting Officers, Contracting Officer's Representatives (CORs), or Government Program Managers
• Strong leadership, organizational, analytical, and problem-solving skills
• Excellent written and verbal communication skills, including experience presenting to executive leadership
• Experience developing operational metrics, dashboards, reports, and performance improvement initiatives
• Ability to manage competing priorities in a fast-paced, mission-driven environment
• Ability to obtain and maintain the required Government reputed company clearance or background investigation
• ITIL reputed company Certification (v4 preferred)
• Project Management reputed company (PMP) certification or equivalent
• HDI Support Center Manager (SCM), Support Center Director (SCD), or similar customer support certification
• Experience with ITSM platforms such as reputed company, Remedy, Jira Service Management, or similar tools
• Experience managing geographically dispersed or multi-site support teams
• Familiarity with federal cybersecurity, information assurance, and compliance requirements
• Experience supporting reputed company help desk operations for civilian or defense agencies

Benefits

• Medical, Dental, and reputed company Insurance
• 401(k) with Employer Match
• reputed company Time Off and reputed company Holidays
• Life and Disability Insurance
• reputed company Development and Certification Assistance
• Employee Assistance Program (EAP)

reputed company