Innovative Management & Technology Services

Program Manager – Deskside Services

Proposal - Washington,, DC - Full Time

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
IMTS is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. 
Apply: Program Manager – Deskside Services
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