Job Description

Company Overview:
Join a fast-growing company highly experienced in cyber security, cloud computing, virtualization, big data analytics, and project management!  IMTS offers competitive compensation, excellent benefits including tuition reimbursement and employer-contributed 401K, and referral bonuses.  We work with the best customers on-site at top government agencies.

Job Title: Program Manager – Deskside Services
Primary Location: National Capital Region (NCR)
Clearance: Top-Secret (TS) Clearance (Must have to be considered)

Position Summary:
We are seeking a highly experienced Program Manager – Deskside Services to lead and oversee the day-to-day management of a large-scale IT support contract for a federal law enforcement agency in the National Capital Region (NCR). The ideal candidate will have a strong background in deskside/helpdesk operations, project management, and federal government service delivery. The Program Manager will serve as the senior authority for deskside services operations, ensuring contract requirements are met with a focus on security, staffing, quality, and performance.

Responsibilities:

• Provide overall project and program management for the IT support services contract.
• Direct and oversee daily deskside support operations, ensuring optimal performance, staffing, and service delivery.
• Manage a team of 40 or more personnel, including administrative and technical staff, ensuring all contract positions are filled with qualified, cleared personnel at all times.
• Work closely with the PMO and Recruiting teams to manage staffing processes including recruitment, hiring, and terminations.
• Coordinate with Facility Security Officers (FSOs) to maintain current and valid Visitor Access Requests (VARs) for all employees to ensure uninterrupted facility access.
• Ensure all contract deliverables and assigned tasks are accurate, timely, and compliant with government requirements and FBI procedures.
• Uphold and enforce information security standards and protocols, ensuring contract execution adheres to all required federal security regulations.
• Serve as the primary point of contact for contract performance, issue escalation, and client communications.
• Maintain regular and transparent communication with government stakeholders, keeping them informed of staffing updates, project milestones, and potential issues.
• Maintain detailed and compliant documentation in alignment with FBI and federal guidelines.

Required Qualifications:

• Active DoD Top Secret Clearance (required)
• Minimum 10 years of experience in Information Technology, with at least 5 years in helpdesk/deskside services
• Minimum 5 years in a management role, preferably leading a help desk or service desk operation
• One of the following certifications (required):
  • PMI PMP
  • CompTIA Project+
  • HDI Desktop Manager
  • HDI Support Center Manager
  • HDI Support Center Lead
  • HDI Support Center Director
• Excellent communication and interpersonal skills
• Proven experience managing contract deliverables and personnel in a classified environment

Preferred Qualifications:

• ITIL Foundation certification
• Prior experience supporting law enforcement agencies, especially the FBI
• Experience managing 40+ personnel
• Deep familiarity with federal IT support operations and documentation standards

Job Tags

Full time, Contract work,

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