Program Manager

Job Title: Program Manager

Location: Remote

Duration: Full Time

Job Description:

• The Program Manager shall serve as the primary point of contact and provide overall leadership, management, coordination, and oversight for all activities performed under the FPAC IT Service Desk Task Order.
• The Program Manager shall be responsible for ensuring successful delivery of Service Desk Operations, Asset
• Management, Change Management, Configuration Management, Knowledge Management,
• Event Management, and Problem Management services while maintaining compliance with contract requirements, service level targets, and USDA ITSM objectives.

Required Qualifications:

• Minimum 10 years of experience serving as Program Manager managing large-scale Information Technology Service Management (ITSM), Service Desk, or Enterprise IT Operations programs for Federal civilian agencies, such as USDA, DOI, DHS, VA, Treasury, or other Federal agencies.
• Bachelor's degree in information technology, Computer Science, Information Systems, Business Administration, or a related discipline.
• ITIL Foundation certification required; ITIL Managing Professional, ITIL Expert, or higher preferred.
• Project Management Professional (PMP) certification preferred.
• Demonstrated experience supporting ServiceNow-based ITSM environments.
• Experience managing geographically dispersed teams supporting Tier 1 and Tier 2 Service Desk operations.
• Demonstrated experience managing IT Service Desk environments supporting 50,000+ annual incidents, service requests, or customer interactions while maintaining established service level agreements (SLAs), customer satisfaction targets, and operational performance metrics.

Role & Responsibilities:

• Serve as the Contractor s primary interface with the Contracting Officer (CO), Contracting Officer s Representative (COR), and Government stakeholders.
• Provide overall management, direction, staffing, scheduling, and performance oversight for all task order activities.
• Lead delivery of Tier 1 and Tier 2 Service Desk operations, ensuring compliance with established service levels, response times, and resolution targets.
• Oversee Incident, Request Fulfillment, Problem, Change, Configuration, Knowledge, Event, and Asset Management activities in accordance with ITIL best practices.
• Manage ServiceNow-based ITSM processes, reporting, dashboards, workflow improvements, and continual service improvement initiatives.
• Develop and maintain program plans, transition plans, staffing plans, schedules, risk registers, and performance metrics.
• Monitor service delivery performance, analyze trends, identify improvement opportunities, and implement corrective actions to improve customer experience and operational efficiency.
• Coordinate surge support activities, major incident management efforts, root cause analyses, and service restoration activities during high-impact events.
• Ensure timely preparation and submission of all contract deliverables, monthly reports, knowledge management plans, operational metrics, and status briefings.
• Lead collaboration among Service Desk personnel, technical support teams, application owners, and Government stakeholders to support mission-critical FPAC systems and services.
• Ensure compliance with USDA security, privacy, data protection, and contractual requirements while promoting continuous process improvement and operational excellence.

About our Company: -

22nd Century Technologies, Inc., is one of the fastest growing IT Service Integrator and Workforce Solution companies in the United States. Founded in 1997, 22nd Century Technologies is a Certified National Minority Business Enterprise with 6,000+ people including 600+ Cyber SMEs nationwide supporting our customers in all 50 states, Canada, and Mexico. With HQs in Somerset, NJ and Mclean, VA, 22nd Century has 14 offices throughout the United States. As part of our unrelenting focus on quality and compliance, 22nd Century Technologies delivery is based on Certified Matured Processes including CMMI L3 Dev & SVC, ISO 20000, ISO 27001, and ISO 9001 quality processes. With a strong focus on the public sector, 22nd Century currently holds government contracts with 14 out of 15 Federal Executive agencies including DoD, 37 other Federal agencies, 50 States, 115+ Local agencies, and 37 School Districts. In the last three years, we have expanded our services to Fortune 500 and other commercial clients and currently support 80+ commercial clients.

Recognized among Best Company to Work For by Forbes, 22nd Century Technologies, Inc., consistently exceeds our clients expectations by focusing on their absolute satisfaction with jobs while keeping our employees motivated. 22nd Century Technologies is an Equal Opportunity Employer" and s & all other parties authorized to work in the US are encouraged to apply."

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.