IT Program Manager
Location : Washington, D.C. Schedule : MondayFriday | Core hours : 8 : 00 AM 6 : 30 PM Contract Duration : October 2025 January 2027 (with potential extension through January 2033)
Summary : KeenLogic is seeking an IT Program Manager to lead enterprise IT operations with one of our government clients. This is a full-time, onsite position offering Fortune 500-level benefits including health, dental, vision, PTO, 401(k), and life insurance.
The Program Manager (PM) will serve as the single point of accountability for Tier 1, Tier 2, and Tier 3 end-user technology support across House offices in Washington, D.C. and nationwide. The PM will ensure 247 Tier 1 coverage, oversee advanced Tier 2 / 3 support, and drive continuous service improvements aligned with ITIL practices and contract SLAs.
Minimum Qualifications :
- 7+ years leading enterprise IT operations with multi-tier (Tier 1 / 2 / 3) support and ITIL-aligned service management.
- Demonstrated success managing 247 service desks and coordinating distributed field support.
- Proven track record of meeting SLA performance targets.
- Hands-on experience with :
Windows, macOS, iOS / Android
Microsoft 365 (Exchange, Teams, SharePoint)Active DirectoryVPN / remote access solutionsEndpoint / MDM tools (Intune, JAMF, Workspace ONE)Strong leadership skills in recruiting, coaching, scheduling, and surge staffing.Excellent communication with executive stakeholders and vendors; ability to deliver clear, data-driven reporting.Preferred Qualifications :
ITIL Foundation (or higher).PMP or PgMP certification.Technical certifications such as CompTIA A+, Network+, Security+, or Microsoft 365.Experience supporting federal legislative or executive branch IT environments.Primary Responsibilities :
Lead overall program execution, including budget, schedule, risk management, governance, and reporting.Oversee 247 Tier 1 Service Desk operations, coordinating Tier 2 / 3 deskside, remote, and executive support.Monitor and enforce SLA performance (response, arrival, resolution) and develop corrective action plans as needed.Build and manage staffing plans, shift rosters, escalation paths, surge / transition staffing; supervise team leads.Direct nationwide field support, logistics, and onsite dispatch to district offices; manage vendor and partner coordination.Establish / enforce ITIL processes (incident, request, problem, change, knowledge) and maintain an updated knowledge base.Ensure compliance with security, privacy, and asset-handling protocols (incident notifications, media sanitization, encryption).Serve as the primary customer interface, communicating service changes, alerts, and managing senior stakeholder expectations.Track KPIs, analyze performance trends, and deliver monthly reports on actions, risks, and forecasts.Support audits and quality reviews; maintain program documentation (Program Management Plan, QA plan, risk register, comms plan).