Senior Program Manager / Enterprise Service Desk Manager

Arlington, VA, US • Posted 4 days ago • Updated 13 hours ago

Full Time

On-site

USD 24.00 per hour

Decisionpoint Corporation

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Job Details

Skills

Cyber Security
Accountability
Service Desk
Regulatory Compliance
Customer Satisfaction
Work Breakdown Structure
RACI
Inspection
Quality Management
Continuous Improvement
SLA
KPI
Incident Management
Change Request Management
Service Level
Standard Operating Procedure
Operational Excellence
Recruiting
Scheduling
Onboarding
Finance
Financial Management
Forecasting
Invoices
Management
Status Reports
Performance Metrics
Service Delivery
Collaboration
Training
Break/Fix
EOD
Order Management
IT Operations
Computer Science
Information Technology
ITIL
IT Service Management
ServiceNow
Dashboard
Communication
Reporting
Stakeholder Engagement
PMP
Program Management
CMMI
ISO 9000
CISA
Theory Of Constraints
TOC
Auditing
Project Management
Preventive Maintenance
Performance Management
Leadership
Legal
Authorization

Summary

Overview

DecisionPoint seeks a Senior Program Manager / Enterprise Service Desk Manager to provide executive-level leadership over Technical Operations Center (TOC) activities, vendor performance, and task order execution in support of the Cybersecurity and Infrastructure Security Agency (CISA).

This role serves as the primary Task Order Manager (TOM) and Subject Matter Expert (SME) accountable for end-to-end delivery of Enterprise Service Desk Operations, contract compliance, audit readiness, vendor coordination, performance reporting, and continuous service improvement within a 24x7, 365-days-per-year CISA operating model. The ideal candidate brings deep experience managing always-on federal IT operations, mature IT Service Management (ITSM) environments, and complex multi-vendor ecosystems while ensuring alignment to CISA mission objectives and service-level commitments.

This position is fully on-site in Arlington; VA. Working times are generally 8-5PM.

Duties & Responsibilities

Program & Task Order Management

Serve as Task Order Manager (TOM) with full responsibility for contract execution, compliance, and customer satisfaction.
Develop, maintain, and govern core Program Management artifacts, including the Program Management Plan (PMP), Work Breakdown Structure (WBS), integrated schedules, RACI matrices, and risk and issue registers.
Manage CLINs, task order modifications, optional work requests, and scope changes in coordination with Government leadership.
Lead service transitions, operational readiness reviews, and onboarding new capabilities.

Audit, Quality & Performance Governance

Lead and manage audit, inspection, and assessment activities, ensuring timely identification of gaps and implementation of corrective actions.
Develop and maintain a Quality Management Plan; lead continuous improvement initiatives across service areas.
Establish, monitor, and report on SLA/SLO metrics and key performance indicators (KPIs) for all IT services.

IT Service Management (ITSM) & Technology Operations Center (TOC)

Provide executive oversight of a 24x7x365 TOC operations, ensuring continuous availability, rapid incident response, and sustained service performance across all shifts, weekends, holidays, and surge events.
Oversee Incident, Problem, Change, and Service Request Management processes aligned with ITIL v4 best practices.
Ensure the team is properly aligned, trained, and directed to effectively meet contractual Service Level Objectives (SLO).
Ensure development and maintenance of Standard Operating Procedures (SOPs), knowledge bases, FAQs, and training materials to support operational excellence and change readiness.

Staffing, Scheduling & Vendor Oversight

Assign, schedule, and manage contractor personnel, subcontractors, and resources to ensure continuous coverage in an always-on operational environment.
Oversee vendor and subcontractor performance to ensure alignment with Government priorities, contractual obligations, and service levels.
Implement workforce readiness, training, onboarding, and attrition-control practices.

Financial & Performance Reporting

Oversee program financial management, including forecasting and burn rate reporting.
Ensure accurate and timely invoice preparation and submission.
Lead Monthly Project Management Reviews (PMRs), Monthly Management Reports, and Annual Performance Summaries for Government and executive stakeholders.

Stakeholder Engagement & Communications

Coordinate recurring status reporting via monthly customer teleconferences and ad hoc briefings.
Provide weekly updates to Government leadership on risks, issues, accomplishments, Memorandum of Agreement (MOA) breaches, and contractor performance metrics.
Respond within two (2) hours to requests for discussion or resolution of performance, service delivery, or technical issues.
Collaborate with other CISA contractors to provide advance notice, training, and SOPs for operational changes and break/fix activities.

Qualifications

Ability to obtain and maintain a favorable Public Trust background investigation. (DHS Entry On Duty (EOD))
10+ years of progressive IT program and/or task order management experience, preferably supporting federal IT operations or technical operations centers.
Bachelor's degree in Computer Science, Information Technology, or a related field (an additional 10 years of relevant experience may substitute).
ITIL v4 certification ( required at start ).
Demonstrated leadership across IT Service Management, audit readiness, quality and performance governance, vendor oversight, and large multi-disciplinary teams.
Experience with ServiceNow - reporting, metrics, dashboards.
Strong executive-level communication, reporting, and stakeholder engagement skills.
Federal experience preferred; DHS or CISA experience highly desirable.

Preferred Qualifications

Project Management Professional (PMP) or equivalent program management certification.
Audit or quality certifications (e.g., CMMI, ISO, HDI Support Center Leadership).
Experience supporting 24x7x365 mission-critical federal operating environments.

Work Environment & Schedule

This position is fully on-site in Arlington, VA.
CISA operates within a 24 hours per day, 7 days per week, 365 days per year operational model.
This role provides senior leadership for an always-on TOC and may require availability outside standard business hours to support incidents, audits, continuity of operations (COOP), or other mission-critical activities. (Working times onsite are generally 8:00-5:00 PM).
Routine interaction with Government leadership, Contracting Officer's Representatives (CORs), OCIO stakeholders, and multi-vendor teams across rotating shifts is expected.

Our Equal Employment Opportunity Policy

EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.
Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 91099468
Position Id: 2026-3395_1
Posted 4 days ago

Company Info

About Decisionpoint Corporation

DecisionPoint Corporation, a Service Disabled Veteran Owned Small Business (SDVOSB) SBA HUBZone certified business, is an innovation thought leader in the Federal community delivering transformative IT Support Services, including Operations and Maintenance (O&M), Cyber Security, Information Assurance (IA), and Professional Services, empowering Government agencies to enhance delivery of their critical mission requirements. Our experience also provides us a keen understanding of Government agencies’ responsibilities and challenges, including:

ITSM implementations;
application and infrastructure modernization;
footprint reduction;
adoption of emerging technologies;
rapid integration;
cloud adoption.

Decisionpoint Corporation is currently accepting resumes for a variety of positions. Please review the database of positions that we are seeking to fill and contact us for additional information about any specific opportunity.

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