Program Manager-IT Service Delivery

Overview ApplyLogic is a fast-paced Service-Disabled Veteran-Owned Small-Business, headquartered in Vienna, VA. Our people are our greatest asset, and our company culture is grounded on that belief. We offer challenging and interesting work in a friendly and supportive environment. Through prime and subcontracts, we deliver best-in-class expertise to solve complex technical problems. Position We\'re looking for a talented Program Manager to join our team in Washington, DC . This position will support a complex government client and will provide leadership for IT Service Desk operations in a ServiceNow-based enterprise environment. In this role, you will oversee SLA-driven service delivery, coordinate across technical teams, and help ensure secure, high-quality support in a mission-critical setting. Work Location: Hybrid – A mix of onsite and remote work. Clearance: Must be US citizen with the ability to obtain a Secret security clearance. Primary Roles and Responsibilities Lead IT Service Desk operations across Tier 0 through Tier 3 support Serve as the primary interface with Government stakeholders Manage service delivery performance, SLA compliance, and reporting metrics Oversee Weekly Activity Reports, Monthly IPR inputs, dashboards, and trend analysis Coordinate across Service Desk, ServiceNow, endpoint, and infrastructure support teams Manage staffing, subcontractors, schedules, and resource planning Support transition-in activities and ongoing process improvement initiatives Ensure delivery quality, issue escalation, and customer satisfaction across the program Required Education, Experience, & Skills Bachelor’s degree in Information Technology, Computer Science, Business, or related field, or equivalent relevant experience 5+ years managing Federal IT programs or Service Desk operations Experience managing SLA-driven support environments Strong leadership, communication, and customer engagement skills Experience leading teams in secure or compliance-driven operational settings ServiceNow ITSM platform operations and reporting ITIL-based Incident, Problem, Request, and Change Management processes Microsoft 365 enterprise support environments KPI development, service metrics, and operational reporting Coordination of endpoint management, patching, and user support operations Risk management, staffing oversight, and service delivery governance Preferred Qualifications ITIL v4 Foundation PMP or equivalent project/program management certification CompTIA Security+ The Perks of Being on Our Team ApplyLogic offers competitive salaries with a robust Fortune-500 type benefits package. Some of the benefits you will receive when you join us are: Employee Assistance Program 401K Medical/Dental/Vision Insurance Life/Short-Term Disability/Critical Illness/Accident Insurance 15 PTO Days 11 Federal Holidays Up to $5K towards continuing education and/or professional development #J-18808-Ljbffr ApplyLogic Consulting Group, LLC