What are the responsibilities and job description for the Program Manager, Service Desk position at CMT Services Inc?
ABOUT US:
CMT Services Inc. is a dynamic and small business supporting Federal, State, and Local government agencies. As an SBA-certified HUBZone, Woman Owned Small Business (WOSB), we deliver quality, professional services to support the missions and strategic business goals of our clients.
Position Title: Program Manager, Service Desk
Place of Performance:
Peace Corps HQ
1275 NE First St,
Washington, DC 20526
On-site
Full time
Position Summary: The Program Manager, Service Desk will serve as the primary operational lead for the Peace Corps IT Service Desk contract. This position is responsible for managing service delivery, staffing coordination, performance reporting, transition readiness, issue escalation, quality control, and day-to-day coordination with Government stakeholders. The Program Manager will ensure that Tier 1, Tier 2, VIP support, AV support, BMC Track-It! administration, asset management, communications support, and reporting activities are performed.
Key Responsibilities
- Manage overall contract performance for the IT Service Desk support requirement.
- Oversee Tier 1, Tier 2, VIP, AV, asset management, ticketing, self-service, communications, and reporting functions.
- Monitor performance against PRS thresholds, including ASA, abandonment rate, FCR, Tier 2 resolution, VIP response, critical-ticket handling, communications timeliness, and QA results.
- Lead transition activities from award through IOC and FOC.
- Manage staffing, workload, schedules, risks, escalations, corrective actions, and service continuity.
- Attend and support weekly status meetings, Technical Review Board, Change Control Board, monthly reviews, and quarterly program management reviews.
- Ensure required deliverables are accurate, timely, complete, and aligned with Government expectations.
- Coordinate with Government stakeholders on incidents, changes, risks, performance issues, and improvement actions.
Required Qualifications
- Experience managing IT service desk, help desk, or end-user support programs of similar scope, workload, duration, and complexity.
- Experience managing Federal or public-sector IT support contracts preferred.
- Knowledge of ITIL-based service management practices, service desk performance metrics, SLA/PRS management, risk management, and quality control.
- Ability to manage multidisciplinary teams supporting Tier 1, Tier 2, VIP, ticketing, asset, AV, communications, and reporting functions.
- Strong communication, stakeholder management, reporting, and escalation-management skills.
Education & Experience.
- Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business Administration, Project Management, or a related field.
Required Certification
- Preferred: ITIL 4 Foundation, PMP, CAPM, HDI Support Center Manager, Agile/Scrum, Lean Six Sigma, or equivalent project/service management certification.
Join Our Team:
At CMT Services, we believe that extraordinary results come from empowering exceptional people. If you're ready to lead innovative projects, solve complex challenges, and contribute to meaningful infrastructure development while advancing your career in a supportive, collaborative environment, we want to hear from you.
Disclaimer:
By submitting your resume for this job posting, you authorize CMT Services, Inc. to forward your resume to all applicable internal and external managers, agencies, and recruitment personnel for review and consideration to hire.