Federal IT Program Manager

No c2c Opportunities

U.S. Citizenship is Required (Applicants will have to show Proof of U.S. Citizenship.)

*ANY CANDIDATE REPRESENTED BY THEIR EMPLOYER OR CONSULTANT WILL BE DISQUALIFIED IMMEDIATELY.*

We are only excepting applicants Currently living in the DMV area.

Location: Falls Church, VA 22042

Job Overview

The Defense Health Agency (DHA) is seeking a highly experienced and dynamic professional to support Federal IT operations and service delivery. The ideal candidate demonstrates strong leadership, customer service expertise, and extensive experience managing Help Desk functions, remote teams, and VIP support. This role requires a combination of technical proficiency, service management knowledge, and exceptional interpersonal skills.

Key Skills Required

• Experience supporting politicians, dignitaries, high-ranking officials, and VIPs
• Tier I, Tier II, and Tier III Help Desk & Customer Support experience
• Strong Service Desk management capabilities
• Experience organizing and leading large remote teams
• Charismatic, outgoing, and professional interpersonal style
• Strong people management and leadership abilities
• Proficiency with ServiceNow, including:
• Continual Service Improvement (CSI)
• Process development and optimization
• Workflow and template automation
• Increasing operational efficiency through platform enhancements

Key ResponsibilitiesProject Management & Compliance

• Ensure projects comply with applicable regulations, policies, and technical standards.
• Manage changes to project scope, schedules, resources, and deliverables.
• Understand and align work with business and technical objectives in coordination with project sponsors.

Leadership & Team Coordination

• Plan, design, and coordinate work efforts across teams.
• Build project teams, assign tasks, evaluate performance, and manage resources.
• Provide direction for project implementation, development, and delivery.
• Organize and oversee large, distributed remote teams efficiently.

Service Desk & Technical Operations

• Oversee Help Desk operations, manage ticket queues, and ensure proper ticket assignment.
• Maintain and enhance service delivery through continuous improvement initiatives.
• Provide technical support to team members, including guidance on complex application features and system designs.
• Ensure technical support meets Service Level Agreements (SLAs) and customer satisfaction goals.

Data Analysis & Reporting

• Extract, analyze, and interpret data to support decision-making.
• Generate dashboards, reports, risk matrices, and leadership briefings.
• Track project budgets, milestones, and deliverables.

Communications & Stakeholder Engagement

• Implement communication plans to ensure clear and timely stakeholder updates.
• Support internal and external stakeholders with high professionalism.
• Conduct end-user satisfaction surveys in alignment with service level requirements.

Risk Management

• Identify project risks and develop mitigation plans.
• Monitor and adjust strategies to ensure progress and minimize disruptions.

Required Qualifications

• Bachelor’s Degree in Computer Science, Information Systems, Mathematics, Engineering, or a related field
• 10 years of experience managing and/or supporting Federal IT programs
• PMP Certification (mandatory)

Job Types: Full-time, Contract

Pay: $130,000.00 - $140,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Vision insurance

Application Question(s):

• We are only excepting applicants currently living in the DMV area. Do you reside in the DMV area?
• U.S. Citizenship is Required. Are you a U.S. Citizen?
• Can you describe your experience managing a large federal IT program and leading multi-tier Help Desk operations (Tier I–III), including how you used ServiceNow to improve service delivery and meet SLAs?

Work Location: In person

Salary : $130,000 - $140,000