Service Desk Program Manager (ServiceNow)

Location: Client Site, Washington, DC, United States; full-time onsite role. U.S. Citizenship required, with the ability to obtain any needed security clearance.

Salary: $140,000–$170,000 USD per year.

Company

hirify.global is a mission-driven IT services company and systems integrator supporting digital transformation and modernization for federal government agencies.

What you will do

• Lead all services under a federal IT service desk task order, including the IT Service Desk Lead, Tier 3 Lead, and Tier 0 through Tier 3 support teams.
• Ensure staffing coverage, workforce stability, operational readiness, and uninterrupted transition-in to full performance.
• Develop and maintain the Program Management Plan, SOPs, operational level agreements, and other program artifacts.
• Monitor and report contract SLA performance, including first-call resolution, wait time, abandonment rate, ticket backlog, and customer satisfaction.
• Serve as the primary contact for the Contracting Officer’s Representative and Government IT leadership; facilitate recurring status meetings and reports.
• Drive process, knowledge management, automation, Tier 0 self-service, and ServiceNow platform enhancement improvements.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, Project Management, or a related field.
• PMP certification is required.
• Expert-level experience leading teams in an IT environment.
• Experience managing federal or enterprise IT service delivery programs, service desk operations, infrastructure support, or comparable technical environments.
• Experience managing extensive client interactions and providing detailed weekly or recurring project status and progress reporting.
• Strong experience creating and maintaining project charters, plans, schedules, resource allocation models, risk and issue logs, communication plans, quality assurance plans, and leadership status reports.
• Proficiency with project management planning, scheduling, estimation, and reporting tools, including Microsoft Project or comparable tools.
• Experience maintaining project communication with internal and external stakeholders; strong understanding of project management, risk management, change management, resource planning, and quality assurance practices.
• Excellent oral and written communication, teamwork, interpersonal, customer engagement, and technical presentation skills, with the ability to work across technical, operational, contractual, and leadership stakeholders.
• U.S. Citizenship and the ability to obtain any needed security clearance.

Nice to have

• ITIL Foundation certification, version 3 or 4, or a comparable IT service management framework certification.
• Experience managing federal service desk programs with formal SLAs, KPIs, and recurring leadership reporting.
• Experience with ServiceNow or a comparable ITSM platform.
• Experience serving as Key Personnel on federal contracts or task orders.
• Experience supporting federal civilian agency environments.
• Experience consolidating multiple help desks or component-level service desks into a centralized enterprise service desk, including onboarding organizations, standardizing processes and SLAs, and maintaining service continuity during transition.

Culture & Benefits

• Mission-driven work supporting federal government modernization and public-sector missions.
• Employee-first culture centered on Results, Innovation, Values, and Accountability.
• Flexible and supportive environment focused on trust, ownership, professional growth, and meaningful work.
• Equal employment opportunity and accommodation support.