Service Desk Program Manager

PROGRAM OVERVIEW

This is a federal IT Service Desk opportunity supporting an agency’s IT organization in modernizing and centralizing enterprise IT service delivery. The program delivers Tier 0 through Tier 3 service desk support, incident and request management, knowledge management, and end-user services, using ServiceNow to improve first call resolution, reporting, and the user experience for the agency workforce.

POSITION OVERVIEW

RIVA is seeking an experienced Service Desk Program Manager to provide full-time leadership of this federal IT service desk program. As Key Personnel, this individual will manage all services and be accountable to the Government for SLA performance, customer satisfaction, staffing, and deliverables. The ideal candidate is a hands-on IT program leader who has run multi-tier service desk operations, uses performance data to drive improvement, and communicates clearly with both Government leadership and technical teams.

CORE RESPONSIBILITIES

Service Desk Program Leadership

• Manage all service desk services under the task order, leading the IT Service Desk Lead, Tier 3 Lead, and the Tier 0 through Tier 3 support team.
• Ensure staffing coverage for extended core business hours and maintain a qualified, stable workforce.
• Develop and maintain the Program Management Plan, SOPs, and operational level agreements.
• Lead transition-in so operations reach full performance without disruption to end users.

SLA & Performance Management

• Monitor and report performance against contract SLAs, including first call resolution, wait time, abandonment rate, ticket backlog, and customer satisfaction.
• Identify trends and early signs of service degradation, and implement corrective action plans before SLAs are missed.
• Identify, track, and mitigate risks and issues that could affect service delivery.

Customer Engagement & Continuous Improvement

• Serve as the primary point of contact for the Contracting Officer’s Representative and Government IT leadership, and facilitate monthly status meetings and reports.
• Recommend process, knowledge management, and automation improvements that shift routine demand to Tier 0 self-service.
• Prioritize and submit ServiceNow platform enhancement requests and report on roadmap progress.

MINIMUM QUALIFICATIONS

• Bachelor’s Degree in Information Technology, Computer Science, Business Administration, Project Management, or a related field.
• PMP certification is required.
• Expert-level experience leading teams in an IT environment.
• Demonstrated experience managing federal or enterprise IT service delivery programs, service desk operations, infrastructure support, or comparable technical environments.
• Experience managing extensive client interactions and providing detailed project status and progress reporting on a weekly or recurring basis.
• Strong experience creating and maintaining project artifacts, including project charters, project plans, schedules, resource allocation models, risk and issue logs, communication plans, quality assurance plans, and leadership status reports.
• Proficiency with project management planning, scheduling, estimation, and reporting tools, including Microsoft Project or comparable tools.
• Experience ensuring ongoing project communication with internal and external stakeholders.
• Strong understanding of project management methodologies, risk management, change management, resource planning, and quality assurance practices.
• Excellent oral and written communication skills, including the ability to present and discuss technical information in a way that establishes rapport, persuades stakeholders, and drives understanding.
• Strong teamwork, interpersonal, and customer engagement skills, with the ability to communicate effectively with customers, employees, and management at all levels.
• Ability to thrive in a cross-functional environment supporting technical, operational, contractual, and leadership stakeholders.
• U.S. Citizenship and the ability to obtain any needed security clearance

PREFERRED QUALIFICATIONS

• ITIL Foundation certification (v3 or 4) or comparable IT service management framework certification.
• Experience managing federal service desk programs with formal SLAs, KPIs, and recurring leadership reporting.
• Experience with ServiceNow or a comparable ITSM platform.
• Experience serving as Key Personnel on federal contracts or task orders.
• Experience supporting federal civilian agency environments.
• Experience consolidating multiple help desks or component-level service desks into a centralized enterprise service desk, including onboarding new organizations, standardizing processes and SLAs, and maintaining service continuity during transition.