Job Description
Job DescriptionIT Program Manager
Location: Washington, D.C.
Schedule: Monday–Friday | Core hours: 8:00 AM – 6:30 PM
Contract Duration: October 2025 – January 2027 (with potential extension through January 2033)
Summary:
KeenLogic is seeking an IT Program Manager to lead enterprise IT operations with one of our government clients. This is a full-time, onsite position offering Fortune 500-level benefits including health, dental, vision, PTO, 401(k), and life insurance.
The Program Manager (PM) will serve as the single point of accountability for Tier 1, Tier 2, and Tier 3 end-user technology support across House offices in Washington, D.C. and nationwide. The PM will ensure 24×7 Tier 1 coverage, oversee advanced Tier 2/3 support, and drive continuous service improvements aligned with ITIL practices and contract SLAs.
Minimum Qualifications:
- U.S. Citizen
- Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field
- 5+ years as a Program Manager
- 7+ years leading enterprise IT operations with multi-tier (Tier 1/2/3) support and ITIL-aligned service management.
- Demonstrated success managing 24×7 service desks and coordinating distributed field support.
- Proven track record of meeting SLA performance targets.
- Hands-on experience with:
- Windows, macOS, iOS/Android
- Microsoft 365 (Exchange, Teams, SharePoint)
- Active Directory
- VPN/remote access solutions
- Endpoint/MDM tools (Intune, JAMF, Workspace ONE)
- Strong leadership skills in recruiting, coaching, scheduling, and surge staffing.
- Excellent communication with executive stakeholders and vendors; ability to deliver clear, data-driven reporting.
Preferred Qualifications:
- ITIL Foundation (or higher).
- PMP or PgMP certification.
- Technical certifications such as CompTIA A+, Network+, Security+, or Microsoft 365.
- Experience supporting federal legislative or executive branch IT environments.
Primary Responsibilities:
- Lead overall program execution, including budget, schedule, risk management, governance, and reporting.
- Oversee 24×7 Tier 1 Service Desk operations, coordinating Tier 2/3 deskside, remote, and executive support.
- Monitor and enforce SLA performance (response, arrival, resolution) and develop corrective action plans as needed.
- Build and manage staffing plans, shift rosters, escalation paths, surge/transition staffing; supervise team leads.
- Direct nationwide field support, logistics, and onsite dispatch to district offices; manage vendor and partner coordination.
- Establish/enforce ITIL processes (incident, request, problem, change, knowledge) and maintain an updated knowledge base.
- Ensure compliance with security, privacy, and asset-handling protocols (incident notifications, media sanitization, encryption).
- Serve as the primary customer interface, communicating service changes, alerts, and managing senior stakeholder expectations.
- Track KPIs, analyze performance trends, and deliver monthly reports on actions, risks, and forecasts.
- Support audits and quality reviews; maintain program documentation (Program Management Plan, QA plan, risk register, comms plan).
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