it service manager

Snap Tech IT, LLC

IT Service Desk Manager &ndash; Lead a High-Performing Team to Deliver Unforgettable Client Experiences!Challenge. Growth Opportunities. Work hard, play hard culture. If you&rsquo;re ready to elevate your IT management career in a workplace filled with opportunities, collaboration, and ongoing professional development, this is the place to grow.<ul><li>Location: Cumming, GA</li><li>Status: Full-Time, Employee</li><li>Relevant Work Experience: 2+ Years</li><li>Hours: 8am-5pm M-F</li><li>Salary: $65,000.00 to $75,000.00 / year</li></ul>We&rsquo;re seeking a talented, motivated, and customer service-driven IT Service Desk Manager to join our leadership team. In this role, you will oversee our Service Desk Analysts, ensuring we deliver world-class service to our diverse client base. You&rsquo;ll be empowered to drive improvements, mentor your team, and shape the customer journey&mdash;powered by cutting-edge technology you can get excited about.This position is for our office located in Cumming, GA and serves clients in Georgia, Arizona, northern California, and nationwide.We want candidates who:<ul><li>Thrive with independent responsibility and minimal micro-management.</li><li>Excel at leading teams through complex projects and interesting solutions.</li><li>Foster a relaxed, collaborative work environment.</li><li>Encourage friendly team competition for certifications and professional growth.</li><li>Want the opportunity to have a direct impact on their team and the company.</li><li>Seek to develop their leadership skills and grow into higher management roles.</li><li>Value a healthy work/life balance for themselves and their teams.</li></ul>What will you do?<ul><li>Lead, mentor, and manage the Service Desk Analysts, providing guidance, coaching, and performance feedback.</li><li>Oversee the customer experience and manage the client relationship throughout the support ticket lifecycle.</li><li>Ensure all support tickets are scheduled, documented, prioritized, and resolved efficiently by the team.</li><li>Monitor Service Level Agreement (SLA) metrics and take proactive action to ensure goals are met.</li><li>Analyze support ticket trends, client experiences, and team performance; report insights to leadership and create Problem tickets for recurring incidents.</li><li>Prepare and deliver clear, effective communications and plans to customers and stakeholders.</li><li>Oversee ticket escalation processes and ensure proper implementation of the ITIL framework at Snap Tech IT.</li><li>Ensure the team is proficient with ConnectWise Manage and other relevant systems.</li><li>Represent Snap Tech IT in a positive and professional manner.</li><li>Oversee the creation and maintenance of Standard Operating Procedures and client network documentation within IT Glue.</li><li>Perform any other duties assigned by your manager.</li></ul>Qualifications and Skill Requirements:<ul><li>Proven management or supervisory experience in an IT service environment (minimum 2 years).</li><li>Strong understanding of organizational goals and objectives.</li><li>Exceptional written, oral, and interpersonal communication skills.</li><li>Demonstrated ability to lead, motivate, and develop a team.</li><li>Strong documentation and analytical skills.</li><li>Ability to absorb and retain information quickly and present ideas in user-friendly language.</li><li>Experience in continuous scheduling and work coordination for teams.</li><li>Keen attention to detail and ability to prioritize and execute tasks in a high-pressure environment.</li><li>Exceptional customer service orientation.</li><li>Experience working in a team-oriented, collaborative environment.</li><li>Dexterity to operate computers and related equipment; ability to lift and transport moderately heavy objects.</li><li>Valid Driver&rsquo;s license and reliable transportation.</li></ul>Benefits include group medical/dental insurance, paid vacation, holidays, personal &amp; sick time, retirement contribution and training reimbursement. Our generous compensation plans are structured as salary plus bonuses for meeting utilization, compliance and customer service requirements, with initial compensation commensurate with relevant experience.About Snap Tech IT:Since 2001, Snap Tech IT has provided tech support to businesses in Atlanta, Phoenix, and San Francisco, and we are growing fast&mdash;at a rate of 15 percent year over year. As we expand operations from coast to coast, we have great opportunities for savvy IT professionals.You will join a proven team owned by industry thought leaders who share their IT industry knowledge on the local and national stage. You&rsquo;ll find them right down the hall, working side-by-side with the rest of the team to build an incredible company. Our goal: to create an environment where people love to work, and to extend that passion to our clients as their trusted IT partner.Job Type: Full-timePay: $65,000.00 - $75,000.00 per yearBenefits:<ul><li>401(k)</li><li>Health insurance</li><li>Paid time off</li><li>Vision insurance</li></ul>Application Question(s):<ul><li>Describe your current or most recent role leading an IT service or service desk team. What were you personally responsible for day to day?</li><li>How did you track and manage service performance (SLAs, ticket quality, customer satisfaction)? What did you do when performance slipped?</li><li>Tell us about a recurring service issue or escalation you dealt with. How did you identify the root cause and what steps did you take to prevent it from happening again?</li><li>In leadership roles you&rsquo;ve held, how have you balanced managing people with staying technically involved when needed?</li><li>This is an in-office role, Monday- Friday in Cumming, Georgia. Please confirm your availability. </li></ul>Experience:<ul><li>leading or supervising an IT service desk or IT support team: 2 years (Required)</li></ul>Work Location: In person

IT Service Desk Manager

Tosca

<div><div><div><h2 class="jobSectionHeader">Why Tosca?</h2></div><div>
At Tosca, we&rsquo;re transforming the supply chain through reusable packaging and smart logistics solutions. Our IT team plays a critical role in keeping operations running smoothly across North America, and we&rsquo;re looking for a hands-on leader who can elevate our Service Desk function. This is a high-impact, player-coach role where you&rsquo;ll lead a team, improve service delivery, and stay close to the technology. You&rsquo;ll have the opportunity to shape processes, mentor talent, and directly influence the end-user experience across the business.</div></div><div><div><h2 class="jobSectionHeader">
What You'll Do:</h2></div><div><ul><li>
Lead, coach, and develop a team of Service Desk Engineers across multiple locations</li><li>
Own end-to-end Service Desk operations, including incidents, requests, and escalations</li><li>
Act as a hands-on escalation point for complex technical issues and VIP support</li><li>
Drive ITIL-aligned processes and ensure SLA performance is consistently met</li><li>
Monitor service desk performance (ticket volume, resolution time, CSAT) and take action on trends</li><li>
Build and maintain knowledge management practices and continuous improvement initiatives</li><li>
Partner with internal IT teams and vendors to resolve high-impact issues</li><li>
Oversee end-user hardware lifecycle and asset management processes</li><li>
Use reporting tools (Power BI, Excel) to provide insights and improve service delivery</li></ul></div></div><div><div><h2 class="jobSectionHeader">
What We Are Looking For:</h2></div><div><ul><li>
5&ndash;10+ years of IT experience with strong Service Desk leadership background</li><li>
3+ years of direct people management experience</li><li>
Proven experience owning Service Desk operations, incident management, and escalations</li><li>
Strong technical foundation with ability to support and guide hands-on troubleshooting</li><li>
Experience supporting VIP/executive users</li><li>
Strong reporting and analytics skills (Power BI, Excel)</li><li>
Solid understanding of ITIL processes and service management best practices</li><li>
Excellent communication skills with the ability to work across teams and regions</li><li>
Experience with Microsoft technologies (O365, Active Directory, Windows environments)</li><li>
Bachelor&rsquo;s degree preferred (or equivalent experience)</li></ul></div></div><div><div><h2 class="jobSectionHeader">
Perks:</h2></div><div>
Tosca offers a comprehensive benefits package to our team members. Full-time employees (30+ hours per week) have access to multiple healthcare plan options (including medical, dental, and vision coverage), a 401(k) retirement plan with a company match, paid time off, paid parental leave, company-paid life insurance and short-term disability coverage, as well as long-term disability for eligible roles. We also provide tax-advantaged health accounts (HSA with employer contributions and FSA programs), an Employee Assistance Program, and a range of additional perks &ndash; such as a fitness reimbursement program, educational assistance, employee discount programs, and optional supplemental insurance (e.g., accident, critical illness, hospital indemnity) and legal/identity theft protection plans.</div></div><div><div><h2 class="jobSectionHeader">
Work Schedule</h2></div><div>
On-site Tuesday&ndash;Thursday; remote Monday and Friday (company-paid parking). Regular in‑office presence is essential for effective team collaboration, engagement, and relationship‑building. Hybrid and remote work schedules typically consist of nine hours per day, five days per week, with a 60‑minute lunch break. Business needs may require occasional work outside standard hours, including on‑site attendance as needed to support team and operational requirements.</div></div><div><div><h2 class="jobSectionHeader">
Our Commitment to Equal Opportunity</h2></div><div>
At Tosca, we believe in fostering a workplace where everyone is treated with respect and dignity. We are an equal opportunity employer, dedicated to creating an inclusive and equitable environment where all qualified applicants are considered without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status.</div></div><div><div><h2 class="jobSectionHeader">
E-Verify Employer</h2></div><div>
Tosca participates in the E-Verify program to confirm the employment eligibility of all newly hired employees. For more information, please visit the E-Verify website.</div></div></div>

IT Service Desk Manager (Hybrid - 3 days in office, 2 remote)

OneOncology

<div><div><div><div><div><div><div><div>OneOncology is positioning community oncologists to drive the future of cancer care through a patient-centric, physician-driven, and technology-powered model to help improve the lives of everyone living with cancer. Our team is bringing together leaders to the market place to help drive OneOncology&rsquo;s mission and vision.</div></div></div></div></div></div></div>
Why join us? This is an exciting time to join OneOncology. Our values-driven culture reflects our startup enthusiasm supported by industry leaders in oncology, technology, and finance. We are looking for talented and highly-motivated individuals who demonstrate a natural desire to improve and build new processes that support the meaningful work of community oncologists and the patients they serve.
Job Description:
Role Summary:
Manager, IT Operations will report to OneOncology&rsquo;s Sr. Manager, IT Field Operations. As part of OneOncology&rsquo;s technical support team, this role will act as an IT team leader for a partner practice of OneOncology. The Manager, IT Operations is tasked with assuring excellent IT service while being customer facing and must demonstrate unparalleled customer service. The Manager, IT Operations will lead the local IT department and projects in partnership with the OneOncology central IT services team. The role will be responsible for training, supporting, and leading the IT team supporting one of our partnered practices. This role will represent the OneOncology IT team and interface with practice stakeholders to ensure that IT service delivery to the practice is constantly developing and improving.
This role is primarily on-site, located in the Myrtle Beach, SC area.
Responsibilities:<ul><li>
Acts as a liaison between practice stakeholders and OneOncology technical support teams.</li><li>
Participates in timely communication and tracking when emergency or escalated issues arise.</li><li>
Leads and oversees technical projects in alignment with practice goals.</li><li>
Leads day-to-day components of IT support for the practice. This includes, but is not limited to, technical customer service, resolving escalated tickets, and other items related to practice IT operations and projects.</li><li>
Responds to and resolves requests for assistance with computer systems and provides superior customer support (&quot;white glove&quot;) experiences for users.</li><li>
Leads efforts to improve practice IT department processes and procedures in partnership with central service delivery team.</li><li>
Provide feedback and updates to practice leadership and other appropriate teammates from start through resolution of practice-wide technology issues and projects.</li><li>
Ensures service support processes, procedures, SLA's, performance metrics and service quality align with central service team core processes.</li><li>
Coordinated with Director, IT Practice strategy to research, evaluate, recommend, and implement technology solutions.</li><li>
Serves as an extension of our IT technical project team for clinical technology projects, including but not limited to opening of new clinic locations, etc.
</li><li>Additional responsibilities as assigned to help drive our mission of improving the lives of everyone living with cancer.</li></ul>
Required or Preferred Qualifications (specify within):<ul><li>
Bachelor&rsquo;s degree in information systems or healthcare related field is preferred</li><li>
5+ years of progressively responsible work experience in technology support</li><li>
3+ years in IT people leadership/management</li><li>
Healthcare related experience a plus</li></ul>
Essential Competencies:<ul><li>
Strong communication skills, including the ability to communicate effectively in both written and verbal forms with all levels of practice employees and stakeholders, as well as peers and leadership within the OneOncology IT and service desk team.</li><li>
Experience as a technical leader providing proven solutions. Experience in healthcare a plus.</li><li>
An understanding of HIPAA or similar regulatory and security/privacy frameworks.</li><li>
An ability to think critically about systems and adjust as needed.</li><li>
Proven experience of incident analysis, problem management, and the ability to sustainably remove inefficiencies in the support process</li><li>
An ability to recognize service gaps and fill in as a utility player as necessary to complete work and resolve issues</li><li>
Strong knowledge of hardware, software, and network</li><li>
High level understanding of computer systems, telecommunications systems, security, network and systems administration</li><li>
Strong knowledge of practice management principles</li><li>
Excellent leadership and decision-making skills</li><li>
Strong technical ability with working knowledge of MS Servers, SANs, Network Infrastructure</li><li>
Able to successfully multitask and prioritize service issues while working under pressure</li><li>
Strong knowledge of:</li><li>
Active Directory user and group maintenance tasks</li><li>
Group Policy design, management and troubleshooting</li><li>
Virtual Environment Management, M365 management and administration, an understanding of various Microsoft Server and related products (VMWare, Remote Desktop Services, etc.)</li><li>
VOIP phone systems (Zoom Phone experience a plus)</li><li>
Experience with Powershell and/or other scripting/automation techniques is preferred.</li><li>
Attendance is an essential job function.</li></ul>
This job description does not contain a full listing of activities, duties or responsibilities required of this role. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.<h3 class="jobSectionHeader">
#LI-ONSITE</h3></div>

Manager, IT Field Operations

PROZ TECHNOLOGIES

Hello, Greetings from Proztec Qatar! I hope everything is going well with you.JOB DESCRIPTIONThe Service Operations Manager is responsible for overseeing day-to-day IT operations and acting as a technical advisor across all customer environments. This role ensures smooth incident management, operational efficiency, and service continuity while maintaining high standards of performance and reporting. The Service Operations Manager plays a key role in managing operational teams, resolving technical issues, and ensuring adherence to ITSM best practices.DUTIES &amp; RESPONSIBILITIES<ul><li>Supervise daily IT operations across all customer environments</li><li>Act as a technical advisor for resolving complex operational and system issues</li><li>Manage Incident, Problem, and Operations processes in line with ITIL practices</li><li>Monitor system performance, availability, and service health</li><li>Ensure timely resolution of incidents and minimize service disruptions</li><li>Lead operational teams and coordinate with support functions</li><li>Prepare and present operational reports, dashboards, and performance metrics</li><li>Drive continuous improvement initiatives in service operations</li><li>Ensure compliance with operational procedures and governance standards</li><li>Collaborate with stakeholders to enhance service quality and efficiency</li></ul>SKILLS &amp; ABILITIES<ul><li>Strong expertise in Incident &amp; Operations Management</li><li>Solid understanding of ITSM frameworks (ITIL)</li><li>Ability to troubleshoot and resolve complex technical issues</li><li>Strong leadership and team coordination skills</li><li>Excellent reporting and analytical capabilities</li><li>Effective communication and stakeholder management skills</li></ul>POTENTIAL BACKGROUND<ul><li>Minimum 7+ years of experience in IT Operations / Service Operations</li><li>Experience managing enterprise IT environments and support teams</li><li>Proven experience in incident management and operational governance</li><li>Exposure to multi-vendor environments is an advantage</li></ul>CERTIFICATIONS (MANDATORY/PREFERRED)<ul><li>ITIL v4 Intermediate (Mandatory)</li><li>COBIT (Preferred)</li></ul>LANGUAGE REQUIREMENT<ul><li>Arabic or Non-Arabic Speaker</li></ul>WORK LOCATION<ul><li>Onshore &ndash; Qatar</li></ul>SOFT SKILLS<ul><li>Strong problem-solving and decision-making abilities</li><li>Ability to work under pressure and manage critical incidents</li><li>Proactive approach to operational challenges</li><li>Strong ownership and accountability</li><li>Excellent coordination and communication skills</li></ul>If you&rsquo;re interested or have relevant experience, feel free to share your updated CV.Job Type: Full-timePay: QAR15,000.00 - QAR18,000.00 per monthWork Location: In person

Service Operations Manager

DSFederal, Inc.

<div>Description:

We are seeking an experienced Project/Program Manager to support a federal health agency&rsquo;s IT services program. The PM serves as the single point of accountability and primary liaison to the Government. The PM ensures performance against all contract requirements, tracks Service Level Agreement (SLA) compliance, coordinates deliverables, performs risk management, and oversees a diverse team delivering Tier 1/Tier 2 desktop support, patch management, account management, virtual meetings, and IT equipment lifecycle services to successfully provide IT support services to the customer&rsquo;s organization.
Requirements:

Job Duties/Responsibilities
1. Program and Project Management Oversight:<ul><li>Oversee day-to-day program and project management activities using Project Management Institute (PMI) frameworks, ensuring operations align with customer&rsquo;s requirements.</li><li>Develop and maintain a comprehensive Contract Management Plan (CMP) detailing the management structure, staffing, training, and risk mitigation strategies.</li><li>Provide organizational resources and management controls to meet quality, cost, performance, and schedule requirements, ensuring coverage during absences, turnover, or vacancies.</li></ul>
2. Strategic Planning and Execution:<ul><li>Collaborate with the federal leadership to manage enterprise IT service delivery, including IT asset lifecycles, patching schedules (Tanium/Intune), and Microsoft Teams/Zoom for Government administration.</li><li>Develop and maintain Knowledge Base (KB) articles, SOPs, and IT support documentation within ServiceNow.</li></ul>
3. Communication and Reporting:<ul><li>Serve as the primary point of contact for program performance, maintaining open, proactive, and continuous communication with the COR and the Government leadership.</li><li>Develop, validate, and present extensive recurring reports, including the Weekly Presentation, Monthly Data Call, Vulnerability Management Reports, and SLA Performance Reports.</li></ul>
4. Quality and Compliance Management:<ul><li>Establish, configure, and monitor measurable Service Level Agreements (SLAs) in ServiceNow to ensure objective performance measurement and continuous service improvement.</li><li>Ensure projects comply with the HHS Enterprise Project Life Cycle (EPLC) framework and Capital Planning and Investment Control (CPIC) mandates.</li><li>Ensure strict adherence to Federal Records Act, FOIA, and HHS security and privacy policies.</li></ul>
5. Staff Management:<ul><li>Oversee adequate staffing levels for base operations and any exercised optional tasks, ensuring continuity of operations and SLA compliance.</li><li>Develop a formal Training and Certification Plan, tracking role-based training, ServiceNow fundamentals, and IT security awareness for all assigned personnel.</li></ul>
6. Decision Making and Problem Resolution:<ul><li>Analyze incident and request data, ticket volumes, and root causes in ServiceNow to detect recurring issues or service deficiencies and implement corrective actions.</li><li>Proactively identify risks, issues, and dependencies, documenting clear mitigation strategies.</li></ul>
7. Customer and Stakeholder Engagement:<ul><li>Serve as the primary liaison between the contractor and federal stakeholders across various regional offices.</li><li>Provide technical oversight for high-volume, high-visibility virtual meetings and webinars.</li></ul>
8. Continuous Improvement:<ul><li>Identify problem trends within delivered services and formulate corrective actions to prevent recurrence.</li><li>Assess IT project management methodologies, blending traditional EPLC requirements with agile and ITSM techniques.</li></ul>
9. Transition Planning:<ul><li>Lead project kickoff and execute a detailed 30-day Transition-In Plan.</li><li>Execute a 60-day Transition-Out Plan to ensure a complete, orderly transfer of operations, ServiceNow knowledge bases, and institutional knowledge to the Government or incoming contractor.</li></ul>
10. Surge and Special Contract Requirements:<ul><li>Provide expertise and coordinate staffing for optional task requirements, such as after-hours IT equipment moves, scalable surge desktop support, supplemental call center operations, macOS support, and dedicated virtual meeting coordination.</li></ul>
11. Subject Matter Expertise:<ul><li>Provide senior subject matter expertise to guide ITSM workflows, hardware/software deployment, and vulnerability remediation across the enterprise.</li></ul>
12. Financial Management and Business Development:<ul><li>Responsible for attaining the contract&rsquo;s financial goals.</li><li>Support business development efforts and identify opportunities for on-contract growth.</li></ul>
Technical/Skills Required<ul><li>Strong leadership and large-team management skills.</li><li>Solid technical background in managing the delivery of IT services, enterprise service desks, and endpoint support.</li><li>Proficiency in IT Service Management (ITSM) tools, specifically ServiceNow (Incident, Request, Knowledge, and CMDB modules).</li><li>Familiarity with enterprise IT tools such as Microsoft 365, Active Directory, Tanium, Tenable, and Zoom for Government.</li><li>Experience with all project management facets&mdash;scope, schedule, quality, cost, staff, change, and risk management.</li><li>Ability to effectively manage multiple complex tasks and recurring reporting deadlines simultaneously.</li></ul>
Experience Required<ul><li>10 years of overall IT experience with at least 7 years as a Project and Program Manager.</li><li>Experience managing $20M+ contracts.</li><li>Managing high-volume Tier 1 and Tier 2 Desktop Support operations or call centers.</li><li>Overseeing IT Service Management (ITSM) systems, particularly ServiceNow, for incident, request, and SLA tracking.</li><li>Scaling technical teams to meet surge conditions or optional task requirements without degrading base performance.</li><li>Directing technical staff responsible for desktop management, virtual meeting coordination, and IT asset lifecycles.</li></ul>
Preferred Experience<ul><li>Experience leading IT projects in support of the Federal Government.</li><li>Specific experience leading IT support operations at the Department of Health and Human Services (HHS).</li><li>Experience working with cloud service providers or supporting remote/hybrid federal workforces.</li></ul>
Education Required<ul><li>Bachelor&rsquo;s degree in computer science, business administration, information systems, or another technical specialty.</li></ul>
Certification<ul><li>Required: Project Management Professional (PMP)</li><li>Desired: ITIL v3/v4 Foundation or higher, Six Sigma, ServiceNow certifications (CSA), or Agile certifications (CSM, PMI-ACP, SAFe).</li></ul></div>

Project/Program Manager

Beijing Foreign Enterprise Management Consultants Co.,Ltd.

<div>
 
 On behalf of Huawei, a world-renowned IT and Communications company, we are seeking a skilled
 
 Service Solutions Manager
 
 to support the development and delivery of our telecom customers.
 
 
 In this role, you will work closely with sales, technical teams, and customers to design network solutions, prepare technical proposals, and drive opportunities from initial engagement through to contract closure.
 
 
 
 
 
 
 Job Description
 
 :
 
 
 &bull; To work with the account team for market planning development and opportunity analysis for Huawei services business.
 
 
 &bull; Develop competitive software and service solutions to ensure market target and sales targets are achieved.
 
 
 &bull; Understand service requirements in RFP/RFQ to prepare effective service sales solutions including compliances, proposals &amp; and pricing.
 
 
 &bull; Ensure effective inter-alia team coordination and build synergy with related domains/departments to obtain information required to output considerable service solutions.
 
 
 &bull; Efficiently drive internal reviews and conduct project analysis meetings with Sr. Management of pursuit strategy, solution design, risk analysis, etc.
 
 
 &bull; Deft in designing service BOQs in the CPQ system.
 
 
 &bull; Follow established iSales system processes and consistently utilize the provided tools to document project interactions, ensuring efficient lead management.
 
 
 &bull; Proactive in customer communication to ensure deliverables are met in a considerable time frame.
 
 
 
 
 
 
 Candidate Requirements:
 
 
 
 &bull; Shall possess sound knowledge of Huawei CNBG industry product lines (Wireless, Fixed, Core, IT, etc.).
 
 
 &bull; Embrace curiosity, actively listen, and focus on continuous learning.
 
 
 &bull; Customer-focused, team worker, who is flexible, adaptable, and able to work with little direct supervision.
 
 
 &bull; Demonstrates determination and know-how to take ownership and responsibility of a project for achieving desired results.
 
 
 &bull; Excellent communication, interpersonal, and negotiation skills.
 
 
 &bull; Proven administration, problem-solving, and analytical skills.
 
</div>

Service Solution Manager

Chenega Corporation

<div>Req ID: 39904
Summary
Program Manager
Washington, DC
Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employers core culture? If so, Chenega Military, Intelligence &amp; Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level!
Chenega Agile Real-Time Solutions (CARS) was created with the purpose of providing integrated enterprise IT support to Federal customers both CONUS and OCONUS. CARS employs Subject Matter Experts (SMEs) with decades of experience working in the Federal marketplace.
Chenega Agile Real-Time Solutions (CARS) is seeking an experienced Program Manager to lead and oversee the execution of complex enterprise IT service programs supporting federal customers. This critical leadership role will drive the modernization of IT Service Management (ITSM) practices and ensure the successful delivery of integrated IT services that support secure, reliable, and mission-focused operations. The ideal candidate will bring expertise in managing large-scale federal IT programs, implementing enterprise ITSM solutions (including ServiceNow), and leading high-performing teams focused on operational excellence, innovation, and customer-centric service delivery.
Responsibilities
<ul><li>Serve as the primary point of contact with Government stakeholders, including the Contracting Officers Representative (COR), providing strategic direction and daily oversight for contract execution.</li>
<li>Manage total program work effort, including planning, staffing, budgeting, risk mitigation, reporting, deliverables management, quality assurance, transition planning, and performance monitoring.</li>
<li>Lead cross-functional teams across multiple task areas, including:</li>
<li>Establish governance frameworks, facilitate stakeholder engagement, and ensure program performance objectives are met.</li>
<li>Oversee design and implementation of enterprise ITSM tools and platforms to improve efficiency, automate workflows, and enhance service delivery.</li>
<li>Ensure seamless coordination of IT services, including incident management, problem resolution, change management, and customer support.</li>
<li>Implement lessons learned processes, performance monitoring frameworks, and service improvement initiatives.</li>
<li>Align IT service delivery with customer mission objectives through process optimization, performance improvement, and service reliability initiatives.</li>
<li>Oversee execution of ITIL-aligned ITSM processes across operational environments.</li>
<li>Direct performance monitoring and reporting using KPIs and SLA metrics to drive measurable service improvements.</li>
<li>Support resource utilization tracking, workforce planning, performance analysis, and automation initiatives.</li>
<li>Provide product implementation leadership across enterprise IT platforms, including ServiceNow and related service management tools.</li>
<li>Identify opportunities to improve operational efficiency, reduce service delivery risk, and enhance program outcomes.</li>
<li>Apply lifecycle delivery methodologies including Agile, Waterfall, and hybrid approaches.</li>
<li>Ensure all work is performed in compliance with applicable regulations, contractual requirements, and organizational performance standards.</li>
<li>Supervisory Responsibilities.</li>
<li>Other duties as assigned.</li>
</ul>Qualifications
<ul><li>Bachelors degree in business administration, IT Management, or a related field.</li>
<li>7+ years of experience managing large-scale federal IT programs.</li>
<li>5+ years of IT Project Management experience, including 3+ years on federal government contracts.</li>
<li>Active PMP or PgMP certification required.</li>
<li>Active ITIL v4 certification</li>
<li>Active Top-Secret Clearance</li>
<li>Must be a US Citizen</li>
</ul>Preferred Qualifications:
<ul><li>Masters Degree or MBA</li>
<li>Preferred Certified Scrum Master (CSM) or equivalent.</li>
<li>Highly preferred Hands-on experience leading ServiceNow implementations (especially ITSM and PPM Suite).</li>
</ul>Knowledge, Skills, and Abilities:
<ul><li>Knowledge in lifecycle methodologies, including Agile, Waterfall, and hybrid approaches.</li>
<li>Advanced knowledge of PMI PMBOK or equivalent program management standards</li>
<li>Strong skills in stakeholder management, program governance, risk mitigation, and federal acquisition regulations (FAR).</li>
<li>Ability to work independently and yet be effective within a team setting</li>
<li>Must be capable of managing multiple efforts with time-related constraints in a fast-paced contracting environment</li>
<li>Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals</li>
<li>Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others.</li>
<li>Excellent skills in Microsoft Word, Excel, and other Office applications</li>
<li>Proficient with Microsoft Office Applications, and experience working in a home office setting, as well as the ability to train end users on frequently asked technical issues.</li>
<li>Ability to provide technical assistance and support over the phone; good phone skills, professional demeanor, and previous customer service experience strongly desired.</li>
<li>Good problem-solving skills; ability to visualize a problem/situation and think abstractly to solve it</li>
</ul>How youll grow
At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their careers to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe theres always room to learn.
We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers.
Benefits
At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits.
Learn more about what working at Chenega MIOS can mean for you.
Chenega MIOSs culture
Our positive and supportive culture encourages our team members to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and aware. We offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives.
Corporate citizenship
Chenega MIOS is led by a purpose to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our team members, and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities.
Learn more about Chenegas impact on the world.
Chenega MIOS News- https://chenegamios.com/news/
Tips from your Talent Acquisition Team
We want job seekers exploring opportunities at Chenega MIOS to feel prepared and confident. To help you with your research, we suggest you review the following links:
Chenega MIOS web site - www.chenegamios.com
Glassdoor - https://www.glassdoor.com/Overview/Working-at-Chenega-MIOS-EI\_IE369514.11,23.htm
LinkedIn - https://www.linkedin.com/company/1472684/
Facebook - https://www.facebook.com/chenegamios/
\#Chenega Agile Real Time Solutions, LLC
Estimated Salary/Wage
USD $166,500.00/Yr. Up to USD $200,000.00/Yr.
Chenega Corporation and family of companies is an EOE.
Equal Opportunity Employer/Veterans/Disabled
Native preference under PL 93-638.
We participate in the E-Verify Employment Verification Program</div>

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