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