The
Program Manager is responsible for overall management, execution, and successful delivery of the Service Desk. This individual serves as the primary interface between contractor leadership and Government stakeholders, ensuring compliance with all contractual requirements, service level agreements (SLAs), cybersecurity requirements, staffing obligations, and performance standards. The Program Manager provides strategic oversight for enterprise IT service desk operations supporting DOC users and mission-critical systems.
***This position is contingent upon contract award.***Responsibilities:- Direct and oversee all task order operations, staffing, schedules, deliverables, and service desk support activities.
- Develop, implement, and maintain the Program Management Plan (PMP), Transition-In Plan, and Transition-Out Plan.
- Monitor contractor performance against SLAs, KPIs, and quality metrics and implement corrective action plans as necessary.
- Ensure all personnel maintain required security clearances and compliance with DOC security policies.
- Lead risk management, issue resolution, escalation management, and continuous service improvement initiatives.
- Facilitate weekly and monthly status meetings and provide detailed performance and cost reporting to Government leadership.
- Coordinate stakeholder communications, governance activities, and operational reviews.
- Oversee process optimization, workflow improvements, and service modernization initiatives.
- Ensure compliance with ITIL-aligned service management practices and DOC operational procedures.
- Manage transition activities, staffing continuity, onboarding, and workforce retention.
- Coordinate with Tier 0-3 support leads, cybersecurity personnel, and enterprise stakeholders to ensure uninterrupted support operations.
- Support surge operations, COOP/DR events, and special mission requirements as needed.
Qualifications:- Years of Experience: Minimum 10 years of experience managing enterprise IT operations or service desk programs in a federal environment.
- Education Level: Bachelor's degree in Information Technology, Business Administration, Computer Science, or related field.
- Clearance Requirements: Active Secret Clearance.
- Certification Requirements:
- PMP Certification (Required)
- ITIL Foundation Certification or equivalent (Preferred)
- Any other work-related qualifications needed for the role:
- Demonstrated experience managing large-scale IT support contracts and multi-functional technical teams.
- Experience developing project management artifacts including project schedules, risk logs, communication plans, quality plans, and resource management plans.
- Strong experience with SLA management, performance reporting, and customer engagement.
- Excellent leadership, communication, organizational, and stakeholder management skills.
- Proficiency with project management tools and methodologies.
- U.S. Citizenship required.
- Experience supporting secure federal IT environments preferred.
Salary Range: $186,000 to $206,000
The compensation range listed for this position represents the good faith salary range Diné Development Corporation (DDC) and its subsidiaries reasonably expect to pay for the role, in accordance with applicable state and local pay transparency laws. Actual compensation will be determined based on a variety of factors, including the position's responsibilities, the candidate's education, experience, skills, internal equity, market considerations, and any applicable collective bargaining agreements or legal requirements.
BenefitsEligible full-time employees receive a comprehensive benefits package, including medical, dental, vision, life and disability coverage, retirement savings with company match, and paid time off. Additional benefits include voluntary supplemental benefits, access to an employee assistance program, and educational assistance with tuition reimbursement.
