Program Manager-IT Service Delivery
Share
Job Location:
Washington, AR - USA
Monthly Salary:
Not Disclosed
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
ApplyLogic is a fast-paced Service-Disabled Veteran-Owned Small-Business headquartered in Vienna VA. Our people are our greatest asset and our company culture is grounded on that belief. We offer challenging and interesting work in a friendly and supportive environment. Through prime and subcontracts we deliver best-in-class expertise to solve complex technical problems.
Were looking for a talented Program Managerto join our team in Washington DC. This position will support a complex government client and will provide leadership for IT Service Desk operations in a ServiceNow-based enterprise this role you will oversee SLA-driven service delivery coordinate across technical teams and help ensure secure high-quality support in a mission-critical setting.
Work Location:
Hybrid A mix of onsite and remote work.
Clearance:
Must be US citizen with the ability to obtain a Secret security clearance.
Primary Roles and Responsibilities:
- Lead IT Service Desk operations across Tier 0 through Tier 3 support
- Serve as the primary interface with Government stakeholders
- Manage service delivery performance SLA compliance and reporting metrics
- Oversee Weekly Activity Reports Monthly IPR inputs dashboards and trend analysis
- Coordinate across Service Desk ServiceNow endpoint and infrastructure support teams
- Manage staffing subcontractors schedules and resource planning
- Support transition-in activities and ongoing process improvement initiatives
- Ensure delivery quality issue escalation and customer satisfaction across the program
- Bachelors degree in Information Technology Computer Science Business or related field or equivalent relevant experience
- 5 years managing Federal IT programs or Service Desk operations
- Experience managing SLA-driven support environments
- Strong leadership communication and customer engagement skills
- Experience leading teams in secure or compliance-driven operational settings
- ServiceNow ITSM platform operations and reporting
- ITIL-based Incident Problem Request and Change Management processes
- Microsoft 365 enterprise support environments
- KPI development service metrics and operational reporting
- Coordination of endpoint management patching and user support operations
- Risk management staffing oversight and service delivery governance
- ITIL v4 Foundation
- PMP or equivalent project/program management certification
- CompTIA Security
The Perks of Being on Our Team
ApplyLogic offers competitive salaries with a robust Fortune-500 type benefits package. Some of the benefits you will receive when you join us are:
- Employee Assistance Program
- 401K
- Medical/Dental/Vision Insurance
- Life/Short-Term Disability/Critical Illness/Accident Insurance
- 15 PTO Days
- 11 Federal Holidays
- Up to $5K towards continuing education and/or professional development
Required Experience:
Manager
About Company
Government Contracting, Enterprise Cyber Security, Digital Transformation, Migration & Modernization, Complex Program Management
