Program Manager

Program Manager

This is a high-visibility role supporting a mission-critical program for a premier federal law enforcement agency. You'll be joining a company known for its strong culture, smart people, and commitment to innovation and excellence in federal IT services.

Our team is made up of talented, mission-driven professionals who collaborate across time zones and disciplines to keep services running smoothly 24/7. We foster a supportive, inclusive environment where performance is recognized and professional development is encouraged.

The Program Manager role oversees a large, multi-site service desk operation, offering the opportunity to shape strategy, drive performance, and lead a dedicated team. The position offers the rare combination of operational leadership, direct customer engagement, and real mission impact.

The Program Manager will play a critical role in ensuring timely, efficient support to thousands of users in a high-security environment. Your leadership will directly contribute to the operational readiness and effectiveness of federal law enforcement operations.

The selected candidate will strengthen their expertise in IT service management, federal contract execution, and customer engagement at the enterprise level. They will also gain deep experience in managing geographically dispersed teams and operating in a high-stakes, mission-first environment.

The candidate will lead the day-to-day operations for a 50-person service desk team from a location in downtown Washington DC.

Tasks:

• Facilitate communications between company personnel and the customer and submit required meetings and documents as required.
• Ensure invoices are submitted within 15 days after the end of the previous month.
• Provide regular operational data to include monthly staffing reports and updates through the period of performance.
• Provide management information on key statistics, to include Service Level Agreement (SLA) metrics, as well as customer feedback.
• Schedule appropriate personnel to meet customer needs.
• Provide 'reach-back' ability to supply additional personnel/knowledge/expertise to the customer
• Provide accurate and timely notifications of personnel's leave and attendance (vacations, arriving late, leaving early, or calling out sick).

Required Qualifications:

• Bachelor's degree, or comparative working experience
• 10 years of experience in Information Technology
• 5 years' experience in a management position

Desired Qualifications:

• Program manager experience leading a service desk program that provides IT support
• Program manager experience with Federal government defense or law enforcement agencies
• Experience with VIP IT support
• Experience leading and managing teams in multiple geographic locations
• Experience leading and managing teams in remote roles

Position Type Shift Information:

• Day Shift

US Citizenship: US citizenship required

Clearance: Current Top Secret Clearance with SCI Eligibility

Location: J. Edgar Hoover Building, 935 Pennsylvania Avenue NW Washington DC 20535-0001

Ideal Innovations, Inc. is an Equal Opportunity Employer: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or veteran status. Ideal Innovations, Inc. is a VEVRAA Federal Contractor.