Program Manager - IT Service Desk
Omniscius Consulting
Alexandria, VA
Full-time
Posted Mar 4, 2026
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via Indeed
Job Description
UCC, Exec Support, IAM, KM)
• Serve as primary liaison to Government leadership and COR
• Ensure SLA compliance (95%+ performance thresholds)
• Manage staffing, workforce strategy, onboarding, and retention
• Oversee financial performance and contract deliverables
• Lead transition activities (phase-in/phase-out)
• Drive continuous process improvement and operational maturity
• Ensure compliance with ITIL, NIST, FISMA, and federal requirements
Required Qualifications
• Bachelor’s degree (Computer Science, Engineering, Business, Management, or related)
• 15+ years of management experience in enterprise IT operations
• ITIL Certification (required)
• Demonstrated experience managing multi-task federal IT contracts
• Experience overseeing large-scale service desk environments (50+ FTE preferred)
• Strong executive communication skills
Preferred Qualifications
• HDI Support Center Director (SCD) or similar certification
• Experience managing ServiceNow-based environments
• Prior federal agency experience
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• Serve as primary liaison to Government leadership and COR
• Ensure SLA compliance (95%+ performance thresholds)
• Manage staffing, workforce strategy, onboarding, and retention
• Oversee financial performance and contract deliverables
• Lead transition activities (phase-in/phase-out)
• Drive continuous process improvement and operational maturity
• Ensure compliance with ITIL, NIST, FISMA, and federal requirements
Required Qualifications
• Bachelor’s degree (Computer Science, Engineering, Business, Management, or related)
• 15+ years of management experience in enterprise IT operations
• ITIL Certification (required)
• Demonstrated experience managing multi-task federal IT contracts
• Experience overseeing large-scale service desk environments (50+ FTE preferred)
• Strong executive communication skills
Preferred Qualifications
• HDI Support Center Director (SCD) or similar certification
• Experience managing ServiceNow-based environments
• Prior federal agency experience
IKPeW2PmKB
Qualifications
- • Bachelor’s degree (Computer Science, Engineering, Business, Management, or related)
- • 15+ years of management experience in enterprise IT operations
- • ITIL Certification (required)
- • Demonstrated experience managing multi-task federal IT contracts
- • Strong executive communication skills
Benefits
Responsibilities
- • The Program Manager will oversee a large-scale enterprise IT Service Desk, Executive Support, Accounts Management, and Knowledge Management operation supporting a federal agency
- • This role is responsible for overall contract performance, SLA adherence, staffing, reporting, compliance, and executive-level customer engagement
- • Provide executive oversight of all contract task areas (Tier 1, Tier 2, UCC, Exec Support, IAM, KM)
- • Serve as primary liaison to Government leadership and COR
- • Ensure SLA compliance (95%+ performance thresholds)
- • Manage staffing, workforce strategy, onboarding, and retention
- • Oversee financial performance and contract deliverables
- • Lead transition activities (phase-in/phase-out)
- • Drive continuous process improvement and operational maturity
- • Ensure compliance with ITIL, NIST, FISMA, and federal requirements