[Remote] Program Manager II – IT Service Desk - REMOTE
Note: The job is a remote job and is open to candidates in USA. Lynn Rodens is seeking a Program Manager II to lead a large-scale, mission-critical Technology Service Desk supporting a federal environment. The role oversees 24/7 service desk operations, a large technical team, Government customer relationships, service quality, reporting, and continuous improvement.
Responsibilities
- 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 management, including a library of approximately 500 knowledge articles, ticket templates, and scripted responses
- Direct employee training in systems, processes, and customer-service standards
- Lead transition planning for incoming and outgoing service operations
- Prepare and present monthly Program Management Reviews, daily metrics, executive reports, and weekly performance reporting
- Drive continuous improvement in service delivery and customer experience
Skills
- 5+ years managing a 24x7 IT Service Desk with at least 50 staff
- Government contract program-management experience
- Strong knowledge of ITIL and HDI frameworks
- Excellent leadership, communication, and problem-solving skills
- U.S. Citizenship and ability to pass required background investigation
- ITIL v4
- HDI Manager/Director
- PMP
- ServiceNow
- Amazon Connect
- Federal/DHS service desk experience
- Management of geographically dispersed teams
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