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Program Manager II – IT Service Desk

TEEMA • Ashland, VA, US • published 2026-10-05 13:41:55.465826

Description

**Program Manager II – IT Service Desk** ======================================== **Location:** Ashburn, VA – On\-site **Schedule:** Day shift; 24/7 on\-call support as needed **Clearance:** Must be able to pass a federal background investigation **Citizenship:** U.S. Citizenship required We are seeking an experienced **Program Manager II** to lead a large\-scale, mission\-critical Technology Service Desk supporting a federal environment. This is a key leadership position for someone who has successfully managed high\-volume **24x7 IT support operations**, large technical teams, and Government customer relationships. **What You’ll Do** ------------------ * Serve as the primary point of contact for Government leadership and the Contracting Officer’s Representative (COR). * Lead day\-to\-day operations of a 24x7 Technology Service Desk. * Manage **50\+ staff**, including scheduling, supervision, resource allocation, and staffing adjustments based on call, chat, email, and ticket volumes. * Ensure service delivery follows **ITIL and HDI standards and best practices**. * Monitor quality, performance metrics, AQLs, operational events, and corrective actions. * Oversee knowledge manageme...

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