Program Manager/Service Desk Lead

Req ID: 307750 

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Program Manager/Service Desk Lead to join our team in Washington, District of Columbia (US-DC), United States (US).

Position's General Duties and Tasks:

The Program Manager and Service Desk Lead is a dual-role position responsible for overseeing the overall performance and contractual obligations of the program while leading IT service desk operations. This individual serves as the primary point of contact between the contractor and the Government, ensuring compliance with the Performance Work Statement (PWS) and efficient daily operations. They are accountable for managing contractor personnel, maintaining knowledge of all work sections, and addressing program and technical issues promptly. The role also involves directing IT service desk operations in alignment with ITIL standards, ensuring effective incident, problem, and request management, and driving performance through detailed reporting and process improvements.

 

• Manage all aspects of program performance in accordance with the PWS, acting as the primary interface with the Government on all contractual and operational matters.
• Lead the IT service desk team, ensuring operations follow the ITIL tier 1 hierarchy to support tiers 0 and 2 effectively.
• Collaborate with the COR during normal business hours to address program and technical concerns promptly.
• Maintain daily situational awareness of activities across all work sections to provide informed leadership and oversight.
• Submit comprehensive Monthly Performance Reports, including metrics and analysis, to demonstrate contract performance.
• Oversee incident management processes to restore standard operations quickly and effectively using established procedures.
• Manage problem identification and resolution through trend analysis and correlation of incidents, ensuring recurring issues are mitigated.
• Staff, train, and oversee service desk personnel to ensure optimal performance and alignment with contract requirements.
• Ensure all reporting requirements are met, utilizing ServiceNow and other contractor tools to track and report incidents, trends, and service requests.
• Drive continuous improvement initiatives to enhance service desk efficiency and program performance outcomes.

 

Basic Qualifications:

• Minimum 10 years of experience as a Service Desk Lead
• Minimum 4 years of experience supervising Service Desk employees
• Minimum 2 years of experience as a Program Manager or Deputy Program Manager
• Minimum 1 year of experience Leading people and managing large cross-functional teams
• Minimum 1 year of experience developing strategies to mitigate issues and risks 
• ITIL v3 or ITIL v4 Certification
• Active Top Secret/SCI required

 

Preferred Qualifications: