eTRANSERVICES is currently bidding on this position. This position is contingent upon the successful award of a contract or bid proposal. While we are actively reviewing candidates, please be advised that the position will only be officially offered once the contract/bid has been awarded.
Duties and Responsibilities
The Program Manager shall serve as the Contractor’s primary point of contact for the Contracting Officer’s Representative (COR) and Government senior-level managers. The Program Manager will be responsible for the overall management, administration, and performance of the IT Service Desk program supporting 24 hours a day, 7 days per week operations. Specific duties include:
- Provide on-site leadership at the Government’s central TSD office in the DC Metropolitan Area.
- Serve as the senior Contractor representative and interface with the COR and designated Government officials.
- Manage a large-scale IT Service Desk workforce (minimum 50 staff) operating continuously (24/7/365).
- Oversee service delivery across geographically dispersed Government facilities, ensuring compliance with performance standards.
- Direct staffing, scheduling, training, and operational planning to maintain uninterrupted IT Service Desk operations.
- Ensure program performance metrics are met and reported regularly to the Government.
- Identify risks and implement mitigation strategies to ensure mission continuity.
- Maintain compliance with all contractual and Government requirements.
Required Qualifications
- Minimum five (5) years of experience managing a 24/7/365 IT Service Desk with at least 50 personnel.
- Demonstrated experience managing large, complex IT service delivery programs.
- Proven ability to interface effectively with senior Government officials.
- Strong leadership, organizational, and decision-making skills.
- Familiarity with IT service management frameworks and performance reporting.
Desired Qualifications
- Experience in Federal IT program management.
- Project Management Professional (PMP) or equivalent certification.
- ITIL certification or experience applying IT service management principles.
- Knowledge of Federal acquisition and contract compliance procedures.
Work Environment
- Tasks are performed primarily remotely.
- Contractor’s Program Manager is required to work on-site at the Government-provided central TSD office in Ashburn, VA.
- Secondary Government sites with limited seating capacity:
- Orlando, FL facility – concurrent seating for 15 staff.
- San Antonio, TX facility – concurrent seating for 5 staff.