Program Manager – IT Service Desk

About Us

At Aretec, Inc., we are dedicated to delivering innovative technology solutions that support the critical missions of federal agencies. We specialize in information technology, cybersecurity, data analytics, and business optimization, providing exceptional service and operational excellence across government programs.

Position Summary

Aretec is seeking an experienced Program Manager to oversee the operations and performance of a large-scale Government IT Service Desk supporting a federal customer. This position serves as the primary point of contact between the company and the Government, ensuring successful execution of contract requirements while maintaining exceptional customer service and operational efficiency.

The ideal candidate is an experienced leader with a strong background in IT service management, government contracting, and managing high-performing technical support teams in a fast-paced, mission-critical environment.

Key Responsibilities

• Serve as the primary interface between the Government and contractor leadership regarding program execution and service delivery.

• Provide overall program management for a large-scale IT Service Desk supporting enterprise users.

• Lead day-to-day operations to ensure compliance with contractual requirements, Service Level Agreements (SLAs), and Key Performance Indicators (KPIs).

• Manage staffing, workforce planning, scheduling, and resource allocation to maintain continuous service delivery.

• Oversee service desk operations across multiple communication channels, including phone, email, chat, self-service portals, and ticketing systems.

• Monitor operational performance, identify trends, resolve service delivery issues, and implement continuous process improvements.

• Ensure service management processes align with industry best practices, including ITIL principles and customer support standards.

• Develop and maintain operational documentation, knowledge management resources, standard operating procedures, and service documentation.

• Prepare and deliver executive-level reports, performance dashboards, and program status briefings.

• Conduct regular operational reviews with Government stakeholders and internal leadership.

• Lead incident response coordination, problem management efforts, and corrective action planning.

• Support contract transitions, onboarding activities, and organizational change initiatives while minimizing operational disruption.

• Oversee employee performance, coaching, mentoring, and professional development initiatives.

• Ensure compliance with applicable security policies, federal regulations, and contractual requirements.

• Foster a culture focused on customer satisfaction, accountability, collaboration, and continuous improvement.

Required Qualifications

• Bachelor's degree in Information Technology, Business Administration, Management, or a related field (or equivalent combination of education and experience).

• Minimum of 5 years of experience managing IT Service Desk or IT Operations programs supporting Government customers.

• Demonstrated experience managing medium-to-large technical support organizations in a 24x7 operational environment.

• Experience leading cross-functional technical and administrative teams.

• Strong knowledge of IT Service Management (ITSM) principles and ITIL best practices.

• Experience managing Government contracts and working directly with Contracting Officers, Contracting Officer's Representatives (CORs), or Government Program Managers.

• Strong leadership, organizational, analytical, and problem-solving skills.

• Excellent written and verbal communication skills, including experience presenting to executive leadership.

• Experience developing operational metrics, dashboards, reports, and performance improvement initiatives.

• Ability to manage competing priorities in a fast-paced, mission-driven environment.

• Ability to obtain and maintain the required Government security clearance or background investigation.

Preferred Qualifications

• ITIL Foundation Certification (v4 preferred).

• Project Management Professional (PMP) certification or equivalent.

• HDI Support Center Manager (SCM), Support Center Director (SCD), or similar customer support certification.

• Experience with ITSM platforms such as ServiceNow, Remedy, Jira Service Management, or similar tools.

• Experience managing geographically dispersed or multi-site support teams.

• Familiarity with federal cybersecurity, information assurance, and compliance requirements.

• Experience supporting enterprise help desk operations for civilian or defense agencies.

Desired Skills

• Strategic planning and execution

• Program and contract management

• Service delivery management

• Workforce planning and resource management

• Customer relationship management

• Incident, problem, and change management

• Risk identification and mitigation

• Process improvement and operational excellence

• Executive communication and stakeholder engagement

• Knowledge management

• Performance metrics and reporting

• Team leadership and employee development

Work Environment

• Full-time position.

• On-site, hybrid, or remote work based on contract requirements.

• May require participation in an on-call management rotation to support mission-critical operations.

• Occasional travel may be required depending on customer needs.

Benefits

Aretec offers a competitive compensation and benefits package, including:

• Medical, Dental, and Vision Insurance

• 401(k) with Employer Match

• Paid Time Off and Paid Holidays

• Life and Disability Insurance

• Professional Development and Certification Assistance

• Employee Assistance Program (EAP)

Equal Opportunity Employer

Aretec, Inc. is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic under applicable law.