Senior Program Manager – Service Desk

Omniscius ConsultingAshburn, VA

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Overview

Education

PMP

Career level

Director

Remote

Option for remote

Job Description

Our client is hiring a Program Manager (PM) to lead a large-scale Service Desk contract supporting a DHS agency. This program provides 24x7x365 Tier I, Tier II Advanced Support, and Account Service Desk (ASD) services to thousands of federal employees, contractors, trade partners, and agency users worldwide.

The PM will oversee all aspects of program delivery, staffing, and compliance with contract performance standards. This position is based in Ashburn, VA, with some remote flexibility.

Responsibilities

Serve as the senior point of contact with agency leadership, COR, and stakeholders.
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 across multiple sites.
Ensure compliance with Acceptable Quality Levels (AQLs) (call answer time, ticket resolution SLAs, customer satisfaction).
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.

Minimum Qualifications

5+ years managing a 24x7 IT Service Desk program with 50+ staff.
Experience leading federal contracts and ensuring SLA compliance.
Strong knowledge of ITIL/HDI standards and service desk management tools (ServiceNow, Amazon Connect, etc.).
Proven ability to manage geographically dispersed teams and subcontractors.
Bachelor’s degree in IT, Business, or related field.
U.S. Citizenship and eligibility to obtain DHS BI clearance.

Preferred Qualifications

PMP or PgMP certification.
ITIL v4 certification.
Prior DHS or other federal IT support program experience.
Experience managing program transitions and incumbent capture.
Bilingual English/Spanish is a plus.

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FAQs About Senior Program Manager – Service Desk Jobs at Omniscius Consulting

What is the work location for this position at Omniscius Consulting?

This job at Omniscius Consulting is located in Ashburn, 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 Omniscius Consulting?

Employer has not shared pay details for this role.

What employment applies to this position at Omniscius Consulting?

The employer has not provided this information. This may be discussed during the hiring process.

What experience level is required for this role at Omniscius Consulting?

Omniscius Consulting is looking for a candidate with "Director" experience level.

Does Omniscius Consulting allow remote work for this role?

Yes, this position at Omniscius Consulting supports remote work, giving candidates the flexibility to work outside the primary office location.

What is the process to apply for this position at Omniscius Consulting?

You can apply for this role at Omniscius Consulting either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.