Program Manager

• Lead a large-scale, 24/7 IT Service Desk operation supporting a federal agency.
• Serve as primary liaison between contractor and government stakeholders.
• Ensure service excellence, operational efficiency, and compliance with federal standards.
• Manage staffing, scheduling, resource allocation to meet SLAs and align with HDI and ITIL standards.
• Lead program planning, execution, reporting, and monitor program performance, risks, and mitigation.
• Implement quality assurance and performance management frameworks; develop service catalogs and knowledge bases.
• Provide leadership, coaching, and professional development; manage budgets, forecasts, and support contract actions.

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