ITSM Program Manager

Job Summary

The Enterprise Service Desk senior Program Manager oversees all aspects of service desk operations supporting federal agency contracts. This includes ensuring efficient and effective service delivery, maintaining compliance with federal standards, and driving continuous improvement. The role involves strategic planning, stakeholder management, and leading a team of project managers and technical professionals to deliver enterprise-level IT services. This role involves managing a team of IT professionals, optimizing service delivery processes, and ensuring compliance with federal IT standards and frameworks. The ideal candidate demonstrates a blend of technical expertise, leadership skills, and a deep understanding of federal IT requirements.

The ideal candidate is a seasoned leader with a deep understanding of federal IT environments, exceptional communication skills, and proven expertise in managing large, complex programs.

This position reports to the Makpar Director of Delivery.

Role Specific Duties:

• Manage the overall execution of enterprise service desk operations for federal contracts, ensuring alignment with client goals and contractual obligations.
• •Develop program strategies and goals to meet or exceed service-level agreements (SLAs) and performance objectives.
• •Oversee the integration of ITIL best practices, ensuring standardized processes across all service desk operations.
• •Provide oversight and direction across multiple portfolios
•  Team Management
• •Lead, mentor, and supervise project managers and service delivery teams to ensure optimal performance and professional growth.
• •Establish clear roles, responsibilities, and accountability within the program team.
• •Foster a culture of collaboration, innovation, and customer-centric service delivery.
• •Reports to Makpar Director of Delivery (MakNuax JV Portfolio)
• Stakeholder and Client Engagement
• •Act as the primary liaison between federal clients and internal teams, ensuring clear communication and stakeholder alignment.
• •Build and maintain strong client relationships to support program success and future opportunities.
• •Conduct regular meetings with clients and stakeholders to provide updates, resolve issues, and discuss program improvements.
• Operational Excellence
• •Develop and implement program policies, procedures, and performance metrics to ensure service quality and efficiency.
• •Monitor key performance indicators (KPIs) and ensure timely reporting to clients and stakeholders.
• •Identify, manage, and mitigate risks to ensure successful program execution.
• Compliance and Governance
• •Ensure compliance with federal IT and security standards, including FISMA, NIST, and agency-specific policies.
• •Maintain detailed documentation and reports to meet federal auditing and compliance requirements.
• •Drive continuous improvement initiatives to enhance compliance and operational efficiency.
• Technology and Innovation
• •Oversee the selection and implementation of IT service management tools (e.g., ServiceNow, Remedy).
• •Promote the adoption of innovative technologies to improve service desk capabilities and reduce operational costs.
• •Stay abreast of emerging trends in ITSM and federal IT regulations to guide program enhancements.

Required Qualifications:

• •Bachelor’s degree in Information Technology, Business Administration, or related field (Master’s degree preferred).
• •8+ years of experience managing large-scale IT programs, including 5+ years in federal contracting environments, experience on enterprise service desks.
• •Demonstrated success in managing multi-million-dollar contracts and meeting/exceeding SLA commitments.
• Certifications
• •PMP or PMP certification (required).
• •ITIL Expert or Managing Professional certification (required).