Job Purpose:
The Program Manager II serves as the primary Contractor representative responsible for full lifecycle oversight, management, and performance of the client's Technology Service Desk Services. This individual acts as the central point of coordination and communication between the Contractor team and client leadership, ensuring that contractual objectives, service level agreements, and quality standards are consistently met or exceeded.
Responsibilities:
- Serve as the primary interface with the Contracting Officer's Representative (COR), Contracting Officer (CO), and other designated federal leadership.
- Represent the Contractor in all required meetings, briefings, audits, and formal communications
- Lead and manage all aspects of 24/7 Service Desk operations, ensuring effective planning, staffing, scheduling, and service delivery.
- Oversee the allocation and deployment of at least 50 help desk professionals, ensuring appropriate coverage and skill alignment for mission requirements.
- Manage geographically dispersed teams with a focus on collaboration, communication, and performance.
- Develop and execute transition-in and transition-out plans to ensure continuity of operations and seamless knowledge transfer.
- Maintain robust documentation and knowledge management processes to support organizational learning.
- Ensure timely preparation, quality assurance, and delivery of all required reports, plans, and documentation, including SOPs, QA/QC reports, and after-action reviews.
- Enforce compliance with federal IT security standards, including privacy, PII, and other specific requirements.
- Proactively identify, communicate, and mitigate risks or incidents.
- Monitor service delivery against established Acceptable Quality Levels (AQLs).
- Lead continuous improvement initiatives to optimize service desk responsiveness, reliability, and user satisfaction.
- Track and drive accountability for KPIs, issue resolution, and risk management.
Education and Experience:
- Bachelor's degree in Information Technology, Business, or a related field.
- Minimum of five (5) years of experience managing a 24/7 IT Service Desk operation with at least 50 staff.
- Demonstrated experience leading Service Desk operations in alignment with HDI and ITIL best practices.
- Proficiency with ServiceNow and other ITSM platforms.
- Strong leadership, organizational, and communication skills with proven success managing large, geographically dispersed teams.
- Experience with workforce management, quality assurance, knowledge management, and customer feedback programs.
- U.S. citizenship and ability to successfully complete a background investigation.
- PMP certification.
- Prior experience supporting federal IT programs or large-scale enterprise service desks.
Strativia understands that our staff is our number one asset. Therefore, we provide competitive salaries and health benefits along with robust training and development plans to help ensure that our employees are happy and motivated. If you are interested in the opportunity above please contact us and join a dynamic, fun and, fast-growing organization.
Strativia is an Equal Opportunity Employer and strives for diversity. Strativia in accordance with applicable law, does not discriminate in hiring or otherwise in employment on the basis of race, color, religion, sex, national origin, age, marital or veteran status, disability, sexual orientation, or any other legally protected status. EOE/AA/Vets
|
Strativia
Sep 09, 2025