Service Desk Program Manager

Koniag Government Services - Chantilly, VA

Full-time - Mid Level

Chantilly, VA

Management of Companies and Enterprises

About the position

Koniag Technology Solutions is seeking a Service Desk Program Manager with a Top-Secret Clearance to oversee service desk operations in support of government clients in Chantilly, VA. The role involves leading a team of Tier 1 Technicians and Functional Analysts, ensuring efficient resolution of client issues, and implementing strategies to enhance operational performance and client satisfaction. The ideal candidate will possess strong management consulting skills and a proactive approach to service delivery.

Responsibilities

• Oversee the daily operations of the service desk, ensuring efficient and effective resolution of client issues and requests.
• Perform day-to-day project management tasks, ensuring projects are completed on time and within scope.
• Supervise Tier 1 Technicians and Functional Analysts, providing guidance, training, and performance evaluations.
• Ensure quality control across all customer interactions and deliverables, maintaining high standards of service.
• Work closely with government staff to ensure alignment with the government's strategic direction and compliance with regulations.
• Develop and implement service desk strategies, policies, and procedures to enhance operational performance and client satisfaction.
• Monitor and report on service desk metrics, identifying areas for improvement and implementing corrective actions as needed.
• Serve as the primary point of contact for escalated issues, working to resolve them promptly and effectively.
• Develop and maintain strong relationships with clients, stakeholders, and vendors to ensure a high level of service.

Requirements

• Bachelor's Degree (4 years of related job experience can be substituted for the degree requirement)
• Minimum of 5 years of experience as a Project Manager or having experience managing/leading government task orders.
• Proven track record of successfully managing service desk operations and delivering high-quality service.
• Strong leadership and team management skills, with the ability to motivate and develop team members.
• Excellent communication and interpersonal skills, with the ability to interact effectively with clients, stakeholders, and team members.
• Strong problem-solving and analytical skills, with the ability to identify and implement solutions to complex issues.
• User of Jira and Confluence systems (or similar)
• Knowledge of IT service management (ITSM) frameworks and best practices.
• Relevant certifications (e.g., ITIL, PMP) are a plus.
• Top Secret clearance required.

Nice-to-haves

• Prior or current work experience at the FBI is desirable but not necessary.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• 401K with company matching
• Flexible spending accounts
• Paid holidays
• Three weeks paid time off
• Extraordinary benefits package