Program Manager
Nationwide IT ServicesAlexandria, VA
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Overview
Schedule
Full-time
Career level
Director
Benefits
Career Development
Job Description
Program ManagerRequired: ITIL Certification v3 or Higher, v4 preferred, and HDI Certification.HDI Support Center Director CertificationPosition SummaryNationwide IT Services, NIS, is seeking an experienced and highly organized Program Manager for a potential opportunity to lead and oversee the delivery of IT service management programs and initiatives. This individual will be responsible for driving operational excellence, ensuring alignment with organizational objectives, and leading cross-functional teams to deliver high-quality service outcomes.The ideal candidate will bring strong leadership capabilities, a solid technical foundation, and deep knowledge of IT service management best practices, particularly within large-scale public-facing help desk, call center, Tier 1, and Tier 2 support environments.Key Responsibilities
- Lead and manage complex IT programs from initiation through completion.
- Oversee service management processes aligned with ITIL best practices.
- The Program Manager provides executive leadership across Tier 1 Service Desk, Tier 2 Advanced Problem Resolution (APR), USPTO Contact Center (UCC), Knowledge Management, Accounts Management, and Executive Support functions.
- Manage and enforce Service Level Agreements (SLAs), ensuring performance metrics are achieved and exceeded where possible.
- Ensure program deliverables meet scope, schedule, budget, and quality objectives.
- Collaborate with executive leadership, stakeholders, and technical teams to align program goals with business strategy.
- Monitor program performance metrics and implement continuous improvement initiatives.
- Identify risks, develop mitigation strategies, and ensure proactive issue resolution.
- Drive operational efficiency and exceptional customer experience across service delivery functions.
- Ensure all personnel meet contractual qualifications and performance expectations as outlined in the PWS.
- Fifteen (15) years of management experience or equivalent combination of education and experience.
- 10,000 or more users
- High-volume, multi-channel support operations
- Formal Tier 1 and Tier 2 escalation processes
- Strict Service Level Agreement (SLA) performance requirements
- Demonstrated experience ensuring contract deliverables and SLAs are met in a federal IT environment.
- ITIL-based IT Service Management.
- Enterprise ticketing platforms (ServiceNow).
- CRM/contact center systems (Salesforce).
- Workforce forecasting and ACD pattern monitoring.
- NIST and federal IT security frameworks.
- AI-enabled service management platforms.
- FedRAMP cloud environments.
- Knowledge-Centered Service (KCS).
- Strategic program leadership
- Tier 1 and Tier 2 service desk oversight
- SLA management and performance accountability
- Enterprise-scale operational management
- Risk management and problem resolution
- Exceptional customer experience delivery
- Strong analytical and organizational capabilities
Why Join Nationwide IT Services?
Nationwide IT Services is a trusted government contractor supporting Department of Defense customers. We offer the opportunity to work on high-impact cybersecurity missions alongside experienced professionals in a collaborative and growth-focused environment.Powered by JazzHR
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FAQs About Program Manager Jobs at Nationwide IT Services
What is the work location for this position at Nationwide IT Services?
This job at Nationwide IT Services is located in Alexandria, VA, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.
What pay range can candidates expect for this role at Nationwide IT Services?
Employer has not shared pay details for this role.
What employment applies to this position at Nationwide IT Services?
Nationwide IT Services lists this role as a Full-time position.
What experience level is required for this role at Nationwide IT Services?
Nationwide IT Services is looking for a candidate with "Director" experience level.
What is the process to apply for this position at Nationwide IT Services?
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