Program Manager

NetImpact Strategies has an opportunity for a Program Manager supporting a federal customer's enterprise IT Service Desk and End User Support Services program. This senior leadership role is responsible for the overall performance, management, quality assurance, and successful delivery of a large-scale, performance-based IT support contract. The Program Manager serves as the primary interface with federal stakeholders, provides strategic oversight across contact center operations, embedded support teams, audio/visual services, logistics, and hardware deployment functions, and ensures compliance with Service Level Agreements (SLAs), federal security requirements, and contractual obligations; this position is onsite in Washington, DC.

Responsibilities

Serve as the single point of contact for all program-level communications with federal contracting and program stakeholders.
• Provide full lifecycle program oversight including staffing, financial management, subcontractor oversight, risk management, and performance monitoring.
• Ensure all services are delivered in accordance with contract requirements, SLAs, and quality standards.
• Develop, implement, and maintain the Program Management Plan and associated governance structures.
• Oversee 24x7x365 contact center operations, embedded support teams, A/V support services, logistics operations, and remote support functions.
• Monitor SLA performance metrics and implement corrective actions when performance trends indicate potential shortfalls.
• Lead major incident coordination and ensure executive-level communication during high-impact service disruptions.
• Establish and manage a comprehensive Quality Control Program aligned with federal performance standards and industry best practices (e.g., ITIL, ISO/IEC 20000 principles).
• Oversee workforce planning, recruitment strategy, staff retention, and succession planning to ensure uninterrupted service delivery.
• Manage subcontractors, ensuring alignment with contract requirements and integration into the overall service delivery model.
• Provide monthly and ad hoc reporting on performance metrics, staffing status, risk posture, and financial tracking.
• Lead continuous improvement initiatives to enhance service efficiency, customer satisfaction, and operational effectiveness.
• Ensure compliance with federal information security, Controlled Unclassified Information (CUI) handling, background investigation, and contractor fitness requirements.
• Oversee transition-in and transition-out planning to ensure seamless continuity of operations.

Required Qualifications

• Bachelor's degree in Computer Science, Information Systems, Engineering, Business, or related field.
• Minimum of 5 years of experience in IT service management, program management, or related leadership roles.
• Proven experience managing large-scale IT service desk or end user support programs in a federal or enterprise environment.
• Demonstrated experience overseeing multi-functional teams across multiple task areas.
• Experience managing contract financials, staffing plans, and subcontractor relationships.
• Strong knowledge of IT Service Management (ITSM) frameworks and practices.
• Proficiency using business and reporting tools (e.g., Microsoft Office suite).
• Information Technology Infrastructure Library (ITIL) v4 Foundation certification.
• Excellent written and verbal communication skills.
• Ability to obtain and maintain a federal contractor fitness determination (background investigation and continuous vetting).

Preferred Qualifications

• Project Management Professional (PMP) certification.
• Experience managing performance-based service contracts with defined SLAs.
• Experience supporting 24x7x365 operational environments.
• Familiarity with federal information security standards and device configuration policies.
• Experience with Capability Maturity Model Integration (CMMI) or structured process improvement methodologies.
• Strong executive-level briefing and stakeholder engagement experience.

Location Requirement

• Position is onsite in Washington, DC.
• May require occasional travel to supported federal facilities or event locations.
• Availability during standard business hours is required, with responsiveness to service disruptions outside core hours as needed.

Perks of working at NetImpact Strategies

• Your health comes first - we offer comprehensive medical, dental, & vision insurance that starts the first of the month after you join the team
• Invest in your future - 401(k) Plan - Immediately vested employer contributions; no matching required
• Work hard, play hard - we offer a generous Paid Time Off (PTO) policy and observe ALL ten (10) federal holidays
• Pawsitively pawesome - Pet Insurance (because our little critters are part of our families, too!)
• Invest in your education - Tuition reimbursement, internal training programs, & company-sponsored industry certifications
• Be part of a dynamic and collaborative work environment recently ranked by The Washington Post as a Top Work Place in 2019 & 2020!
• Have fun and celebrate and give back - Team building activities, community volunteering, quarterly HQ days, & an offsite annual awards banquet

ABOUT US

NetImpact Strategies Inc. (NetImpact) has been a Trusted Advisor driving impact through digital transformation for the Federal Government for over a decade. We solve complex problems with innovation and agility to create meaningful, transformative, and enduring change. As Trusted Advisors, NetImpact professionals partner with customer agencies to deliver solutions that empower them to not only meet their missions but also realize their strategic vision through agile, outcome-focused solutions addressing both strategic and tactical requirements. We design and implement comprehensive, tailored solutions that are both mindful of the client's culture and organizational dynamics. NetImpact's core values and commitment to a customer and results-oriented delivery approach has propelled our growth and enabled us to deliver impactful value across Strategic Consulting, Process Automation, Cloud, DevSecOps, Data and Analytics, and Cyber Security for the Federal Government.

ACCESSIBILITY NOTE

NetImpact Strategies is committed to complying with all applicable provisions of the Americans with Disabilities Act, as amended ("ADA"), and applicable state and local laws. It is NetImpact's policy not to discriminate against any qualified person or applicant with regard to any terms or conditions of employment on the basis of such individual's disability. Consistent with this policy of non-discrimination, NetImpact will provide reasonable accommodations to an individual with a disability, as defined in the ADA or applicable law, who has made NetImpact aware of his/her disability, unless doing so would cause undue hardship to NetImpact. If you are an applicant and need reasonable accommodation when applying for job opportunities within NetImpact, or request reasonable accommodation to utilize NetImpact's online employment application, please contact careers@netimpactstrategies.com.

EQUAL OPPORTUNITY EMPLOYER

NetImpact is committed to the development of a creative, diverse, and inclusive work environment. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at NetImpact will be based on merit, qualifications, and abilities. NetImpact does not discriminate against any person because of race, color, creed, religion, sex (including gender identity, sexual orientation, and pregnancy), marital status, national origin, disability, age, veteran status, genetic information or any other characteristic protected by federal, state, and local laws (referred to as "protected status").