Senior Program Manager – Service Desk

We are seeking a Senior Program Manager to lead a large-scale Service Desk contract supporting a Federal Services Department. This role involves overseeing all aspects of program delivery, staffing, and compliance, focusing on Tier I, Tier II, and Account Service Desk support to thousands of users. The position is based in Ashburn, VA and offers some remote flexibility.

Requirements

• Oversee service delivery for Tier I, Tier II Advanced Support, and ASD operations.
• Develop and maintain required program deliverables (transition plans, staffing plans, SOPs, PMR reports).
• Lead staffing, onboarding, and performance management for 100+ personnel.
• Ensure compliance with Acceptable Quality Levels (AQLs).
• Direct incoming and outgoing transition planning with seamless knowledge transfer.
• Enforce DHS IT security, Section 508 accessibility, and enterprise architecture compliance.
• Drive continuous service improvements based on ITIL/HDI best practices.