# Help Desk Program Manager

**Company**: GDIT
**Location**: Washington
**Work arrangement**: onsite
**Experience**: senior
**Job type**: full-time
**Salary**: $148,750 - $201,250
**Category**: IT
**Industry**: Technology

**Apply**: https://gdit.wd5.myworkdayjobs.com/en-US/External_Career_Site/job/USA-DC-Washington/Help-Desk-Program-Manager_RQ217057-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_fa11797a-15f

## Description

Seize your opportunity to make a personal impact as a Program Manager supporting a 24/7/365 Help Desk program for a government customer. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career.

This position demands a proven leader who can manage complex IT help desk operations, drive continuous process improvements, and deliver superior customer experience.

**Key Responsibilities:**

- Direct overall contractor support and manage day-to-day operations, ensuring high-quality ITSM service delivery.

- Ensure quality performance in alignment with ITIL standards and service delivery metrics.

- Lead quality assurance efforts and develop strategies to proactively mitigate project issues and risks.

- Interface continuously with key stakeholders, serving as the primary POC to the COR and senior government leadership to address strategy, operations, and planning.

- Drive continual service improvements by incorporating government and customer feedback and utilizing trend analysis to enhance the customer experience and optimize resource planning.

- Support knowledge and service catalog management, ensuring knowledge articles, templates, and scripted responses are up-to-date and aligned with contract and government requirements.

- Manage the performance, cost, and schedule of the project, providing financial management oversight for the Task Order and maintaining budget guidelines and schedules.

- Oversee staffing and resources across multiple geographically dispersed sites, ensuring appropriate coverage, timely onboarding and offboarding, and supervisory oversight.

- Formulate and review deliverable items, delivering accurate and timely reports, SOPs, and performance documentation to leadership.

- Administer training programs, ensuring new hires and experienced staff receive appropriate onboarding, refresher, and remedial training.

- Provide technical and career coaching and mentoring to the team.

- Utilize the JIRA ticketing system to capture operational data, track performance, and generate comprehensive reports.

- Deliver administrative and functional support for personnel activities such as time keeping, performance reviews, counseling, and hiring.

- Meet program milestones and deliverables by developing and maintaining comprehensive project plans and schedules.

**Requirements:**

- Bachelor of Arts/Bachelor of Science; degree in IT related field is preferred

- 10+ years of prior Help Desk experience with a minimum of 5 years’ experience related to quality performance of ITSM services and supervising Help Desk employees; experience leading people and managing large cross-functional teams; experience developing strategies to mitigate issues and risks

- Highly self-motivated leader with exceptional communication skills, capable of driving results under minimal supervision and interacting professionally across all organizational levels.

- Active Top Secret with eligibility for SCI

- ITIL v3 or ITIL v4 Certification and Security+

- Preferred: PMP, CISSP, CASP/Security X

- Downtown DC; 100% onsite

**Benefits:**

- Medical plan options

- Dental plan options

- Vision plan

- 401(k) plan

- Flex work weeks

- Paid time off plans

- Short and long-term disability benefits

- Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance

## Skills

### Required
- ITIL Management
- IT Program Management
- IT Service Management (ITSM)
- ITIL v3 or ITIL v4 Certification
- Security+

### Nice to have
- PMP
- CISSP
- CASP/Security X

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Source: [Apply at gdit.wd5.myworkdayjobs.com](https://gdit.wd5.myworkdayjobs.com/en-US/External_Career_Site/job/USA-DC-Washington/Help-Desk-Program-Manager_RQ217057-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)