Responsible for the overall contract performance and the delivery of services. Interfaces continually with the customer to ensure expectations are met and to discuss current activities, future plans, and problem resolution. Responsible for formulating and enforcing performance work standards; assigning work schedules; reviewing work discrepancies; supervising contractor personnel; ensuring the completion and submission of contract deliverables; ensuring compliance with contract SLAs and performance criteria; ensuring contract compliance and fulfillment; and communicating policies, requirements, and expectations of the contract to the program staff.Required SkillsRequired ExperienceQualifications:At least 7 years of IT experience with at least 5 years of program management experience in the planning, directing, and managing a comprehensive enterprise service desk program of similar size and scope.Ability to manage and deliver on a Time and Material (T&M) contract with stringent SLAs and performance criteria while exceeding customer satisfaction goals and corporate financial goals.Thorough knowledge of end user technologies including laptops (Windows and Mac), printers, mobile devices, Windows 10, Active Directory, SharePoint, MS Teams, and O365.Ability to effectively communicate verbally and electronically.Must have a positive and patient customer service attitude.Must be able to lead, inspire, and mentor a multi-disciplined team of both on-site and remote staff.Must have ITIL v3 Foundations certification to be considered.ITIL 4 is highly desired. Candidates without certification must obtain it within 90 days of start.Project Management Professional (PMP) certification is highly desired. Candidates without certification must obtain it within 180 days of start.Must be able to obtain agency suitability clearance prior to start.

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