Program Manager – IT Service Desk

Location: USA; onsite, hybrid, or remote work may be available based on contract requirements.

Salary: Competitive compensation; exact amount not specified.

Company

hirify.global delivers technology solutions for federal agencies across information technology, cybersecurity, data analytics, and business optimization.

What you will do

• Serve as the primary interface between Government stakeholders, contractor leadership, and the service delivery organization.
• Oversee a large-scale IT Service Desk, including staffing, workforce planning, scheduling, and resource allocation.
• Manage daily operations across phone, email, chat, self-service portals, and ticketing systems.
• Monitor SLAs, KPIs, dashboards, and service quality while implementing continuous process improvements.
• Coordinate incident response, problem management, corrective actions, contract transitions, and organizational changes.
• Lead coaching, mentoring, professional development, compliance activities, and executive-level reporting.

Requirements

• Bachelor’s degree in Information Technology, Business Administration, Management, or a related field, or equivalent education and experience.
• At least 5 years of experience managing IT Service Desk or IT Operations programs for Government customers.
• Experience managing medium-to-large technical support organizations in a 24x7 environment and leading cross-functional teams.
• Strong knowledge of ITSM principles, ITIL best practices, operational metrics, reporting, and performance improvement.
• Experience managing Government contracts and working with Contracting Officers, CORs, or Government Program Managers.
• Ability to obtain and maintain the required Government security clearance or background investigation.

Nice to have

• ITIL Foundation Certification, preferably v4, or PMP certification.
• HDI Support Center Manager, Support Center Director, or similar customer support certification.
• Experience with ServiceNow, Remedy, Jira Service Management, or similar ITSM platforms.
• Experience managing geographically dispersed or multi-site support teams.
• Familiarity with federal cybersecurity, information assurance, and compliance requirements.

Culture & Benefits

• Full-time employment supporting mission-critical federal operations.
• Medical, dental, and vision insurance.
• 401(k) with employer match, paid time off, and paid holidays.
• Life and disability insurance and an employee assistance program.
• Professional development and certification assistance.
• On-call management rotation and occasional travel may be required depending on customer needs.