Program Manager/Service Desk Lead Job Details | NTT DATA Services - NTT DATA
Washington, DC 20001
About the Job
Req ID: 307750
NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
We are currently seeking a Program Manager/Service Desk Lead to join our team in Washington, District of Columbia (US-DC), United States (US).
Position's General Duties and Tasks:
The Program Manager and Service Desk Lead is a dual-role position responsible for overseeing the overall performance and contractual obligations of the program while leading IT service desk operations. This individual serves as the primary point of contact between the contractor and the Government, ensuring compliance with the Performance Work Statement (PWS) and efficient daily operations. They are accountable for managing contractor personnel, maintaining knowledge of all work sections, and addressing program and technical issues promptly. The role also involves directing IT service desk operations in alignment with ITIL standards, ensuring effective incident, problem, and request management, and driving performance through detailed reporting and process improvements.
Basic Qualifications:
Preferred Qualifications:
#FEDSEC
About NTT DATA
NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com
NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.
Nearest Major Market: Washington DC
Job Segment:
Program Manager, Quality Assurance, Manager, Consulting, Management, Technology
NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
We are currently seeking a Program Manager/Service Desk Lead to join our team in Washington, District of Columbia (US-DC), United States (US).
Position's General Duties and Tasks:
The Program Manager and Service Desk Lead is a dual-role position responsible for overseeing the overall performance and contractual obligations of the program while leading IT service desk operations. This individual serves as the primary point of contact between the contractor and the Government, ensuring compliance with the Performance Work Statement (PWS) and efficient daily operations. They are accountable for managing contractor personnel, maintaining knowledge of all work sections, and addressing program and technical issues promptly. The role also involves directing IT service desk operations in alignment with ITIL standards, ensuring effective incident, problem, and request management, and driving performance through detailed reporting and process improvements.
- Manage all aspects of program performance in accordance with the PWS, acting as the primary interface with the Government on all contractual and operational matters.
- Lead the IT service desk team, ensuring operations follow the ITIL tier 1 hierarchy to support tiers 0 and 2 effectively.
- Collaborate with the COR during normal business hours to address program and technical concerns promptly.
- Maintain daily situational awareness of activities across all work sections to provide informed leadership and oversight.
- Submit comprehensive Monthly Performance Reports, including metrics and analysis, to demonstrate contract performance.
- Oversee incident management processes to restore standard operations quickly and effectively using established procedures.
- Manage problem identification and resolution through trend analysis and correlation of incidents, ensuring recurring issues are mitigated.
- Staff, train, and oversee service desk personnel to ensure optimal performance and alignment with contract requirements.
- Ensure all reporting requirements are met, utilizing ServiceNow and other contractor tools to track and report incidents, trends, and service requests.
- Drive continuous improvement initiatives to enhance service desk efficiency and program performance outcomes.
Basic Qualifications:
- Minimum 10 years of experience as a Service Desk Lead
- Minimum 4 years of experience supervising Service Desk employees
- Minimum 2 years of experience as a Program Manager or Deputy Program Manager
- Minimum 1 year of experience Leading people and managing large cross-functional teams
- Minimum 1 year of experience developing strategies to mitigate issues and risks
- ITIL v3 or ITIL v4 Certification
- Active Top Secret/SCI required
Preferred Qualifications:
- BS/BA degree
- PMP Certification such as PMI PMP
- HDI Support Center Manager Certification
- Excellent leadership, communication, and stakeholder management skills.
- Strong analytical and problem-solving skills.
- Experience in achieving excellent quality assurance goals
- Excellent written and verbal communication skills presenting material to senior executive personnel
- Ability to organize, direct, and manage operation support functions involving multiple complex and inter - related projects and / or tasks.
- Experience managing IT contract personnel at multiple locations.
- Experience maintaining and managing client relationships at high senior levels.
- Experience ensuring conformance with program task schedules, deliverables, and cost.
- Experience with public, private and/or hybrid cloud environments
- Yankee White Clearance
#FEDSEC
About NTT DATA
NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com
NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.
Nearest Major Market: Washington DC
Job Segment:
Program Manager, Quality Assurance, Manager, Consulting, Management, Technology
Source : NTT DATA