Job Description

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.

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