We are seeking an experienced Program Manager to lead IT Help Desk operations supporting a federal client in a secure, mission-driven environment. This role is responsible for ensuring reliable, responsive IT support for a mixed workforce while maintaining compliance with federal standards.

This is a high-visibility role where strong leadership and consistent service delivery directly impact daily operations.

What You’ll Do:

• Serve as the primary point of contact for contract operations and client stakeholders
• Oversee IT help desk support for a 250+ user environment
• Ensure timely resolution of service tickets across desktop, network, and peripheral systems
• Lead and manage help desk personnel, including a Lead Technician and support staff
• Monitor performance metrics, service levels, and user satisfaction
• Ensure compliance with federal and contract requirements
• Coordinate staffing, scheduling, and continuity of operations
• Oversee support of Windows environments, Microsoft Office, and Adobe products

Required Qualifications:

• Active Secret Clearance
• 5+ years of IT experience
• 3+ years managing help desk or IT support teams/contracts
• Strong understanding of enterprise IT support environments
• Experience supporting federal clients and regulated environments