ITSM Program Manager

Who we are:

Makpar is a team of innovators and consultants deploying cutting edge technologies for the federal government. We help our clients achieve their business and operational goals by solving complex problems through experience and intellect and build sustainable solutions that last. If you are driven and looking to tackle complex and critical client challenges, Makpar can provide a dynamic, mission focused, and rewarding environment for your professional growth.

Our service offerings include Cybersecurity, Cloud Migration, IT Project Management, Agile Transformation, DevSecOps, Identity, Credential, and Access Management (ICAM), and Health IT. We are proud to be a Great Place to Work™ certified four years in a row. Recent awards include Fortune Top 100 Small Place to Work, Inc 5000, and Inc Best in Business. In 2019, we were awarded the SBA Subcontractor of the Year Award (Region 3) for our program management and Agile development work at the IRS. 

Job Summary

The Enterprise Service Desk/ITSM Program Manager oversees all aspects of service desk operations supporting federal agency contracts. This includes ensuring efficient and effective service delivery, maintaining compliance with federal standards, and driving continuous improvement. The role involves strategic planning, stakeholder management, and leading a team of project managers and technical professionals to deliver enterprise-level IT services. This role involves managing a team of IT professionals, optimizing service delivery processes, and ensuring compliance with federal IT standards and frameworks. The ideal candidate demonstrates a blend of technical expertise, leadership skills, and a deep understanding of federal IT requirements.

The ideal candidate is a seasoned leader with a deep understanding of federal IT environments, exceptional communication skills, and proven expertise in managing large, complex programs.

This position reports to the Makpar Director of Delivery.

Role Specific Duties:

• Oversee the execution of program delivery and operations of enterprise operations for federal ITSM contracts.
• Develop program strategies and goals to meet or exceed service-level agreements (SLAs) and performance objectives.
• Oversee the integration of ITIL best practices, ensuring standardized processes across all service desk operations.
• Provide oversight and direction across multiple portfolios

Team Management:

• Lead, mentor, and supervise service delivery teams to ensure optimal performance and professional growth.
• Establish clear roles, responsibilities, and accountability within the program team.
• Foster a culture of collaboration, innovation, and customer-centric service delivery.
• Reports to Makpar Director of Delivery (MakNuax JV Portfolio)

Stakeholder and Client Engagement:

• Serve as the primary POC for Makpar and selected federal clients, ensuring clear communication and stakeholder alignment.
• Serve as liaison between internal project teams and partners as required to support delivery operations on ITSM contracts
• Build and maintain strong client relationships to support program success and future opportunities.
• Conduct regular meetings with clients and stakeholders to provide updates, resolve issues, and discuss program improvements.
• Develop and implement program policies, procedures, and performance metrics to ensure service quality and efficiency.
• Monitor key performance indicators (KPIs) and ensure timely reporting to clients and stakeholders.
• Identify, manage, and mitigate risks to ensure successful program execution.

Compliance and Governance:

• Ensure compliance with federal IT and security standards, including FISMA, NIST, ISO, CMMI and agency-specific policies.
• Maintain detailed documentation and reports to meet federal auditing and compliance requirements as well as internal program quality controls.
• Drive continuous improvement initiatives to enhance compliance and operational efficiency.

Technology and Innovation:

• Promote the adoption of innovative technologies to improve service desk capabilities and reduce operational costs.
• Stay abreast of emerging trends in ITSM and federal IT regulations to guide program enhancements.

Required Qualifications:

• Bachelor’s degree in Information Technology, Business Administration, or related field
• 8+ years of experience managing large-scale IT programs, including 5+ years in federal contracting environments, experience on enterprise service desks.
• Demonstrated success in managing multi-million-dollar contracts and meeting/exceeding SLA commitments.
• ITIL Expert or Managing Professional certification

Preferred Qualifications:

• Demonstrated ability to grow program contracts and identify new opportunities
• Skill in managing multiple task orders/contracts simultaneously while leveraging partner resources, such as those in a joint venture or with specialized subcontractors
• PMP or PgMP certification
• Master’s degree in business or related field

Benefits:

At Makpar Corporation we understand that we all need to balance work and life – that is why we have a great benefits package, excellent training and career development opportunities, flexible work schedules along with a generous compensation package. At Makpar, we believe in keeping our employees happy, healthy and engaged. We pride ourselves in providing outstanding benefits, creating environments where employees are encouraged to be themselves, collaborate, and be inquisitive in order to achieve goals.

Start your career today and be a part of something meaningful!

Makpar is an Equal Opportunity / Affirmative Action employer.