Senior Program Manager - IT & Application Service Desk

Overview

Senior Program Manager – IT & Application Service Desk

Position: Senior Program Manager

Location: On-site, Tysons Corner, VA

Security Requirement: Active Department of Defense SECRET Clearance (Mandatory; fully adjudicated)

Position Overview

Integral Federal is seeking a Senior Program Manager to lead an enterprise service desk and mission-critical contact center program for a prominent federal agency. Operating in a high-tempo, multi-vendor environment, this role provides operational leadership, strategic oversight, and total accountability for both an IT Service Desk (ITSD) and an Application Service Desk (ASD).

This role is not for a passive or administrative coordinator. We need a seasoned, highly organized program leader who commands the room, anticipates mission risks well ahead of the client, leans into operational headwinds, and operates with complete ownership. You will run a 40+ person multi-tier workforce (Tier 1/2, Team Leads, QA specialists, and Data Analysts) while orchestrating cross-contractor collaboration between government Tier 3 engineering teams and separate vendor organizations managing enterprise infrastructure and application development.  Effective communication, having a big-picture view, leaning into issues, and building a strong client relationship are essential attributes of the successful candidate.

This program primarily operates out of the client location in Tysons Corner, VA, and this position will work on site.  The client also has a downtown Washington, DC location that may require occasional visits for meetings with senior stakeholders.

Responsibilities

Core Leadership & Operational Responsibilities

Proactive Leadership, Risk Mitigation & Client Partnership

• Serve as the single point of accountability for program performance, establishing total operational trust with the Contracting Officer’s Representative (COR), government branch leadership, and agency stakeholders.
• Champion a culture of proactive ownership: anticipate client needs, foresee systemic bottlenecks, identify emerging risks, and execute mitigation plans before they impact end users or trigger client escalations.
• Translate raw operational data into actionable strategic insights, delivering concise executive briefings, performance roadmaps, and continuous service improvement (CSI) initiatives.

Multi-Contractor & Multi-Stakeholder Coordination

• Establish seamless operational interfaces and cross-boundary workflows with government-operated Tier 3 support teams and third-party contractors managing core infrastructure and software development.
• Coordinate major release and deployment schedules with external software development teams to prepare front-line service desk staff, knowledge bases, and triage scripts prior to production updates.

End-to-End Service Desk & Operations Management

• Direct daily delivery across both IT and Application Service Desk functions, encompassing Tier 1 and Tier 2 agents, shift leads, QA evaluators, and reporting analysts.
• Ensure strict adherence to contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), including First Contact Resolution (FCR), Mean Time to Resolve (MTTR), Abandonment Rate, and Customer Satisfaction (CSAT).
• Steer Major Incident Management (MIM) protocols: lead crisis coordination, manage internal and external stakeholder communications during outages, and conduct definitive Root Cause Analyses (RCA).

Technology, Analytics & Salesforce Optimization

• Maximize the operational value of Salesforce Service Cloud / ITSM as the single source of truth for all ticket lifecycle tracking, SLA management, and performance analytics.
• Partner with telephony and contact center leads to optimize omnichannel tools, including Amazon Connect and Amazon Lex automated conversational chat.
• Oversee the Quality Assurance (QA) and Knowledge Management frameworks, ensuring regular ticket audits, calibrated scoring, and dynamic knowledge base maintenance to shift demand left toward automated and first-tier resolution.

Workforce Planning & Organizational Rigor

• Manage staffing models, shift scheduling, real-time queue balancing, and attrition mitigation across an extended window (8:00 AM – 8:00 PM EST) to prevent coverage gaps.
• Lead, mentor, and evaluate supervisory staff, fostering a resilient, high-accountability culture centered on professional development and mission alignment.
• Oversee the performance management process for Integral employees

P&L Management and Corporate Tasks

• Responsible for managing LOE and profit margins on an FFP contract
• Manage subcontractor relationships
• Present to the executive team at Program Management Reviews to address staffing, finances, risk and mitigation, organic growth opportunities, and business growth support.
• As a key member of the management team, work with BD and proposal teams to support new growth efforts

Qualifications

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related discipline.
• Experience: Minimum of 10+ years of progressive leadership and program management experience running complex, large-scale IT and Application Service Desk operations or contact centers.
• Scale: Proven track record directly managing programs staffed by 50+ personnel (including supervisors, tier leads, and support staff) in a high-volume, multi-tier environment.
• Clearance: Active DoD Secret Clearance is mandatory (interim clearances cannot be accepted per agency requirements).
• Contractor/Stakeholder Collaboration: Demonstrated success operating in a multi-contractor federal ecosystem, specifically bridging Tier 1/2 operations with external Tier 3 government teams and vendor software/infrastructure partners.
• ITSM & Tech Stack: Direct experience utilizing Salesforce as an ITSM/CRM platform for case routing, queue monitoring, and reporting. Familiarity with cloud contact center technologies (Amazon Connect, automated chatbots) is a plus.
• Execution & Communication: Exceptional verbal, presentation, and written communication skills with the poise to brief senior government executives and the discipline to maintain rigorous operational documentation.

Preferred Qualifications & Certifications

• Project Management Professional (PMP) certification is strongly preferred.
• ITIL 4 Managing Professional or ITIL Foundation
• Direct background leading help desk consolidation, tool migrations, or major service desk transition-in efforts for federal civilian or defense agencies.

Salary Range: $160,000 - $180,000

The above salary range represents a general guideline. Integral Federal considers a number of factors when determining base salary offers, such as the scope and responsibilities of the position and the candidate's experience, education, skills, and current market conditions.

Depending on the position, employees may be eligible for overtime, shift differential, and/or discretionary bonuses in addition to base pay. 

Company Overview

Integral partners with federal defense, intelligence, and civilian leaders to tackle their most important challenges and deliver positive outcomes. Since our founding in 1998, we have helped clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success. The forward-leaning solutions we deliver are tailored to each mission with a focus on keeping our nation safe and secure.

Integral is headquartered in McLean, VA and serves clients throughout the country.

We offer a comprehensive total rewards package including paid parental leave and immediate vesting in our 401(k). Give us a try and become part of a curated group of professionals at Integral Federal!

Our package also includes:

· Medical, Dental & Vision Insurance

· Flexible Spending Accounts

· Short-Term and Long-Term Disability Insurance

· Life Insurance

· Paid Time Off & Holidays

· Earned Bonuses & Awards

· Professional Training Reimbursement

· Employee Assistance Program

Equal Opportunity Employer/Protected Veteran/Disability