Program Manager, Customer Support Services

Program Manager, Customer Support Services Kapstone Technologies, Inc. Washington, DC Job Details Full-time $48.07 - $52.88 an hour 10 hours ago Benefits Health insurance Dental insurance 401(k) Vision insurance Qualifications Performance dashboards System administration IT service management Quality assurance within IT Bachelor's degree Government contract management Contracts IT Business Administration Help desk

Full Job Description Note:

Possible contract opportunity to begin June 1 - Must pass a background check Job Description and Summary The Program Manager (PM) serves as the single point of accountability for overall contract performance for Customer Support Services (CSS). The PM oversees all Service Desk operations (Tier 1 and Tier 2), ensures compliance with service level agreements (SLAs), manages staffing and quality assurance, and acts as the primary interface with the Contracting Officer (CO) and Contracting Officer's Representative (COR). Principal Duties and Responsibilities

• Provide full lifecycle program management oversight for the IT Service Desk contract
• Ensure all Performance Work Statement (PWS) requirements and Technical Exhibit PRS thresholds are met or exceeded
• Lead contract startup, transition-in, steady-state operations, option year preparation, and transition-out
• Serve as the primary Government point of contact for: Weekly and monthly status meetings Quarterly Program Management Reviews Risk, issue, and escalation management
• Direct and manage Service Desk leadership, including Tier 1, Tier 2, AV, VIP, and system administration functions
• Oversee development and delivery of: Project Management Plan (PMP) Quality Assurance Management Plan (QCP) Transition-In and Transition-Out Plans
• Ensure accurate, timely submission of all contract deliverables
• Monitor SLA performance, customer satisfaction, staffing levels, and burn rate
• Coordinate with OCIO leadership, staff, and other contractor teams
• Ensure compliance with ITIL 4 best practices, security requirements, and federal policies

Qualifications and Skills Mandatory:

• Bachelor's degree in Information Technology, Business Administration, or a related field
• Minimum 5 years of IT service management experience IT Service Desk contracts of similar size and complexity
• Demonstrated experience managing Service Desk operations supporting federal agencies
• Proven experience managing SLAs, dashboards, metrics, and QA programs
• Strong experience with ITIL-based service management

Desired:

• ITIL 4 Managing Professional or higher
• PMP or equivalent project management certification

Pay:

$48.07 - $52.88 per hour

Benefits:

401(k) Dental insurance Health insurance Vision insurance Ability to

Commute:

Washington, DC 20002 (Preferred)

Work Location:

In person