IT Program Manager Location: Washington, D.C. Schedule: Monday–Friday | 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 24×7 Tier 1 coverage, oversee advanced Tier 2/3 support, and drive continuous service improvements aligned with ITIL practices and contract SLAs. Minimum Qualifications: + U.S. Citizen + Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field + 5+ years as a Program Manager + 7+ years leading enterprise IT operations with multi-tier (Tier 1/2/3) support and ITIL-aligned service management. + Demonstrated success managing 24×7 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 Directory + VPN/remote access solutions + Endpoint/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 24×7 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). Powered by JazzHR