Service Desk Program Manager

The Service Desk Program Manager is responsible for the day-to-day execution and operational leadership of a basic technical project within program and customer guidelines. This role oversees service delivery performance, supports profit and loss accountability and organic growth objectives, leads small project teams, and ensures high levels of client satisfaction through efficient customer support operations.

Key Responsibilities

• Lead the day-to-day execution of contract tasks for a basic technical project, ensuring performance aligns with program objectives, customer expectations, schedule, and budget.
• Provide administrative and operational leadership for the project within guidance established by the Program Manager and customer.
• Oversee service delivery operations, including support processes, escalation management, workflow execution, and end-user satisfaction.
• Manage technical customer support policies, objectives, and initiatives to improve efficiency, consistency, and service quality.
• Monitor service metrics, workload volumes, and customer feedback to recommend and implement process improvements, workflow changes, and resource adjustments.
• Coordinate across functional teams to support service continuity, operational readiness, and future product or release activities.
• Resolve escalated operational issues requiring cross-department collaboration and sound judgment.
• Support resource planning, staffing coordination, and team organization to meet service delivery commitments.
• Mentor team leads, supervisors, or junior staff as assigned, fostering accountability, performance, and customer-focused delivery.
• Contribute to business growth objectives through strong client relationship management and effective delivery execution.

Required Qualifications

• Bachelor's degree in Information Technology, Cyber Security, Business, Engineering, Management, or a related field, or equivalent relevant experience.
• An Associate degree with 5 years of relevant experience may be substituted for the bachelor's degree requirement.
• 4-6 years of relevant experience in technical project execution, service delivery, customer support operations, or a related environment.
• Meet DoDM 8140 with a minimum of CompTIA Security+ certification required.
• Experience in service desk management with 3+ years of management or team leadership experience.
• Demonstrated ability to lead day-to-day project activities, coordinate across teams, and manage competing priorities in a client-facing environment.
• Strong verbal and written communication skills with the ability to work effectively with technical and non-technical stakeholders.
• ship required.
• Ability to obtain and maintain a Secret security clearance.

Preferred Qualifications

• Progress toward PMP or CAPM certification.
• Experience supporting service desk, help desk, or technical support operations in a federal or highly regulated environment.
• Familiarity with service delivery metrics, workforce planning, and process improvement initiatives.
• Experience resolving escalated operational issues and coordinating corrective actions across departments.
• Understanding of project management practices, customer support models, and service quality management.

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.