Technical Program Manager

Job Summary

Owning the delivery and performance of help desk, service desk, and call center contracts, the full-time Technical Program Manager for Service Desk & Contact Center Solutions will drive technical solutions, manage remote workforces, and ensure client satisfaction in a hybrid work environment.

Key responsibilities

• Manage program delivery and technical performance for service desk and call center contracts, ensuring SLA compliance and client satisfaction
• Design and implement service delivery models that enhance performance metrics such as first call resolution and customer satisfaction scores
• Lead high-performing remote teams, establishing training and quality assurance practices to maintain service levels across distributed locations

Required qualifications

• Bachelor's degree; additional experience accepted in lieu of education
• 5+ years of technical management experience on federal help desk, service desk, or call center contracts
• PMP or equivalent certification required within 120 days of start date
• ITIL 4 Foundation or higher certification required within 120 days of start date
• U.S. citizenship required; ability to obtain and maintain a federal security clearance