Senior Program Manager – Service Desk
Omniscius ConsultingVirginia, United States
Posted August 30, 2025
Full Time
About the Company
Omniscius LLC specializes in empowering businesses through cutting-edge Business Intelligence and exceptional Talent Acquisition. We offer custom training, strategic staffing solutions, and unique talent acquisition strategies tailored for Federal Contracting. Our robust partner ecosystem ensures your business stays ahead, optimizing talent acquisition with expertise that transforms challenges into opportunities.
Job Description
We are seeking a Senior Program Manager to lead a large-scale Service Desk contract supporting a Federal Services Department. This role involves overseeing all aspects of program delivery, staffing, and compliance, focusing on Tier I, Tier II, and Account Service Desk support to thousands of users. The position is based in Ashburn, VA and offers some remote flexibility.
Requirements
- Oversee service delivery for Tier I, Tier II Advanced Support, and ASD operations.
- Develop and maintain required program deliverables (transition plans, staffing plans, SOPs, PMR reports).
- Lead staffing, onboarding, and performance management for 100+ personnel.
- Ensure compliance with Acceptable Quality Levels (AQLs).
- Direct incoming and outgoing transition planning with seamless knowledge transfer.
- Enforce DHS IT security, Section 508 accessibility, and enterprise architecture compliance.
- Drive continuous service improvements based on ITIL/HDI best practices.
