Program Manager - Technology Service Desk/TSD

DirectViz Solutions

  • Ashburn, VA
  • Permanent
  • Full-time
  • 4 days ago
  • Apply easily
DirectViz Solutions (DVS) is a dynamic and rapidly growing government contractor committed to delivering innovative IT solutions that address the mission-critical needs of our government clients. Through the expertise and dedication of our talented team, we provide cutting-edge technology services designed to achieve success and exceed expectations.At DVS, we prioritize our employees as our greatest asset. We offer competitive compensation, comprehensive medical benefits, a 401(k) match, generous PTO accrual, professional development reimbursement, corporate-funded technology certifications, and robust employee recognition and appreciation programs.Location: Ashburn, VA (On-site) Clearance Requirement: U.S. Citizen or Lawful Permanent Resident (LPR)OverviewWe are seeking a highly motivated Program Manager II (Technology Service Desk/TSD) to lead and oversee enterprise-wide Technology Service Desk operations across three geographically dispersed locations (VA, FL, TX). The TSD provides 24x7x365 mission-critical IT support as the primary point of contact for resolving and escalating technical issues, managing requests, and ensuring uninterrupted access to essential IT systems.Our TSD supports a diverse global user base of 65,000+ employees, contractors, and external partners across 1,800+ worldwide locations, providing assistance for nearly 300 custom and commercial-off-the-shelf (COTS) applications.The Program Manager will serve as the Contractor's primary point of contact with the Contracting Officer Representative (COR) and senior Government leadership, ensuring contract compliance, service excellence, and continuous improvement.Key Responsibilities
  • Serve as the Contractor's point of contact for the COR and senior Government managers.
  • Provide full lifecycle Program Management support to ensure the effective and efficient operation of TSD services across three sites (VA, FL, TX).
  • Lead and manage staffing, workforce planning, and resource allocation for a 24x7 enterprise Service Desk of 50+ personnel.
  • Oversee Quality Assurance (QA) and performance management to meet or exceed SLA/OLA requirements.
  • Direct Knowledge Management and Service Catalog Management to standardize processes and improve service delivery.
  • Develop and implement training programs to maintain high levels of staff expertise, customer service, and compliance.
  • Manage transition-in and transition-out activities to ensure continuity of operations during contract start-up and closeout.
  • Ensure accurate and timely reporting of performance metrics, trends, and operational updates to leadership.
  • Drive continuous improvement initiatives in customer service, incident response, and escalation procedures.
  • Ensure compliance with ITIL standards, enterprise service management frameworks, and contract requirements.
Required Qualifications
  • Bachelor's degree in Computer Science, IT, or related field.
  • Minimum of 5 years of experience managing a 24x7 IT Service Desk with at least 50 staff members.
  • Proven experience in staffing and resource management, service desk performance management, and escalation handling.
  • Strong leadership, communication, and stakeholder engagement skills.
  • S. Citizen or Lawful Permanent Resident (LPR) capable of obtaining a CBP Background Investigation (BI).
  • Ability to work on-site at the TSD office in Ashburn, VA.
Desired Qualifications
  • Experience managing multi-site IT support operations with geographically dispersed staff.
  • Familiarity with enterprise service management tools and ITIL processes.
  • Ability to excel in fast-paced, mission-critical environments.
  • Strong organizational, problem-solving, and program management skills.
Certifications
  • PMI Project Management Professional (PMP) - Required
  • HDI Desktop Support Manager or HDI Support Center Director - Preferred
  • ITIL v4 Certification - Required
If you thrive on solving complex problems and building meaningful connections, we'd love to hear from you. Join our team and make an impact today!Physical and Mental Qualifications:
  • Maintain focus and awareness throughout scheduled working hours.
  • Perform tasks requiring prolonged periods of sitting or standing at a desk, utilizing a computer, mouse, and keyboard.
  • Lift and move objects weighing up to 15 pounds as needed.
  • Exhibit excellent verbal and written communication skills, with a strong command of the English language.
  • Demonstrate the ability to work independently while also collaborating effectively as part of a team.
  • Quickly learn and retain routine tasks and processes.
  • Possess strong organizational skills, attention to detail, business correspondence proficiency, and self-management capabilities.
  • Perform the essential functions of the role satisfactorily; reasonable accommodation will be provided for employees with disabilities upon request.
  • Accept and adapt to additional responsibilities or changes to assigned duties as determined by DirectViz Solutions (DVS).
DirectViz Solutions, LLC (DVS) is an equal opportunity employer who prohibits discrimination and harassment against any employee or applicant for employment based on race, , sex (including pregnancy), age, gender identity, creed, religion, national origin, sexual orientation, marital status, genetic information, disability, political affiliation, protected veteran status, or any other status protected by federal, state or local law.DVS has a zero-tolerance policy for harassment, threats, coercion, discrimination, and intimidation. Employees may file a complaint or exercise any right protected by Executive Order 11246, Section 503 of the Rehabilitation Act of 1973, as amended, Section 4212 of the Vietnam Era Veterans Readjustment Assistance Act of 1974, or the Veterans Employment Opportunities Act of 1998.

DirectViz Solutions