ITSM Program Manger

Job Responsibilities:

Program and Contract Management

Serve as the primary point of contact between mPower and Government stakeholders, including the Contracting Officer (CO), Contracting Officer's Representative (COR), and other designated personnel.

Provide overall leadership, management, and oversight of contract operations, ensuring successful execution of all contractual requirements, deliverables, and performance standards.

Manage program resources, personnel assignments, schedules, budgets, and operational priorities to ensure efficient and effective service delivery.

Develop and maintain project management plans, operational procedures, performance reports, and other required contract documentation.

Conduct regular meetings with Government stakeholders to review program performance, staffing, project progress, and operational challenges.

Identify and proactively address performance concerns, operational risks, resource constraints, and opportunities for improvement.

Support contract transitions, workforce planning, and continuity of operations as required.

IT Service Management and Operations

Oversee daily IT service delivery operations, including Help Desk support, incident management, service requests, desktop support, and technical escalation processes.

Ensure adherence to established Service Level Agreements (SLAs), performance metrics, and customer service standards.

Monitor and evaluate ITSM performance using ticketing systems, reporting dashboards, customer feedback, and operational metrics.

Oversee the effective use of IT service management platforms, including ServiceNow or comparable systems, to ensure accurate ticket tracking, prioritization, escalation, and resolution.

Coordinate IT projects and initiatives, including technology deployments, hardware refreshes, system upgrades, and service improvements.

Collaborate with technical teams and Government stakeholders to identify recurring issues, implement corrective actions, and improve operational efficiency.

Support oversight of IT asset management, including hardware and software inventories, lifecycle management, and compliance reporting.

Team Leadership and Personnel Management

Supervise and provide leadership to contractor personnel supporting IT operations and technical services.

Establish clear performance expectations, assign responsibilities, monitor productivity, and ensure accountability for assigned work.

Identify staffing needs, support recruitment and onboarding activities, and ensure appropriate personnel coverage across supported locations.

Promote professional development, technical training, knowledge sharing, and continuous improvement within the team.

Foster a collaborative, customer-focused environment that emphasizes responsiveness, professionalism, and high-quality service delivery.

Address personnel and performance concerns promptly and effectively.

Performance Monitoring and Continuous Improvement

Develop, monitor, and report key performance indicators (KPIs), including ticket volume, response and resolution times, SLA compliance, customer satisfaction, and service trends.

Prepare accurate and timely weekly and monthly status reports, management briefings, and other required program deliverables.

Analyze service delivery metrics to identify trends, recurring challenges, and opportunities to improve efficiency and customer experience.

Develop, maintain, and improve Standard Operating Procedures (SOPs), escalation processes, and knowledge management practices.

Implement process improvements and corrective actions to strengthen operational performance and service quality.

Ensure compliance with applicable federal policies, information security requirements, and established IT operational procedures.

 

Required Qualifications:

Bachelor's degree in Computer Science, Information Systems, Engineering, Business, or another related discipline, or a substitute combination of verifiable experience.
Minimum of 10 years of relevant experience, including at least 5 years in a specialized IT-related role.
Demonstrated experience in the development and management of complex IT programs or projects, from inception through deployment.
Experience managing personnel, technical resources, budgets, and operational activities across complex organizational environments.
Experience supporting or managing multiple contracts and/or subcontracts of varying size and complexity.
Progressive experience in information systems design, management, and IT service delivery.
Strong understanding of IT service management principles, Help Desk operations, incident management, escalation procedures, and service performance metrics.
Demonstrated ability to manage competing priorities, resolve operational challenges, and deliver results in a customer-focused environment.
Excellent leadership, interpersonal, organizational, problem-solving, and written and verbal communication skills.
Ability to work effectively with Government stakeholders, technical personnel, and organizational leadership.
Project Management Professional (PMP) certification.
Ability to obtain a Public Trust

Preferred Qualifications:

ITIL Version 3 Foundation certification or current equivalent.
HDI Help Desk Institute certification, such as:
HDI Help Desk Manager
HDI Desktop Support Manager
HDI Support Center Manager
One or more of the following technical certifications:
Microsoft Technology Associate (MTA)
Microsoft Certified Solutions Associate (MCSA)
Microsoft Certified Solutions Expert (MCSE)
Apple Certified Support Professional
ITIL Intermediate Certification or higher
Previous experience managing IT support services within NIH, HHS, or another federal agency.
Experience with ServiceNow or similar ITSM platforms.
Familiarity with federal IT security requirements, IT asset management, and enterprise technology environments.
Demonstrated success improving SLA performance, customer satisfaction, and operational efficiency across large IT support programs.