Find work in the United States.

A simpler way to find your next job.

Jobs in the United States

25+ jobs

Save this search

Added just now
Benefits Administrator
Avant Staffing Professionals
Maitland, FL
The Benefits team is responsible for the day-to-day operations and administration of Avant’s employee benefit function. The team processes benefit documents and oversees approval workflows…
Added just now
SO
Identity & Access Management Server Engineer (IT System Administration Sr/Spec)
State of Washington
Tumwater, WA
- $7,885 to $10,604 USD / month
Lead the operations and administration of Enterprise Active Directory Domain Services, Entra ID, Group Policy, DNS, DHCP, ADFS, and related identity services.
Added just now
SO
Education Ombuds Manager
State of Washington
Olympia, WA
- $110,000 to $120,000 USD / year
This dynamic role combines leadership with direct impact. In addition to supervising staff and guiding program delivery, you’ll manage your own caseload, working directly with students,…
Added just now
SO
Energy/Utilities Engineer 3
State of Washington
Lacey, WA
- $84,528 to $110,952 USD / year
Added just now
UA
Assistant Director, Research & Portfolio Management
USNA Alumni Association & Foundation
Annapolis, MD
- $66,912 to $83,640 USD / year
…(Engagement, Stewardship, Recognition, and Acknowledgement), Development Communications, Campaign Operations, Research & Portfolio Management, and Proposal, Case, and Gift Agreement…
Added just now
Certified Sterile Processing Technician
Henry Ford Health
Novi, MI
…protocols, contributing to the overall success of our healthcare…
Added just now
10629 - Business Process Analyst I
Hyundai Autoever America
Irvine, CA
Align stakeholders on business requirements, system requirements, program functions, operations, and strategy.
Added 1 min ago
DIRECT Clinic Navigator (Care Coordinator 2)
Oregon Health & Science University
Portland, OR
Added 1 min ago
FT
Client Reporting Analyst
Franklin Templeton
Pasadena, CA · New York, NY
- $103,000 to $130,000 USD / year
…insurance, and disability benefits, employee stock investment program, learning resources, career development programs, reimbursement for certain education expenses, paid time off (vacation…
Added 1 min ago
D
VP, Technology and Strategy (Job 1513)
DLH
Remote, United States
- $230,000 to $285,000 USD / year
…solutions for federal programs through science research and development, systems engineering and integration, and digital transformation. Our experts in public health, performance…
Added 1 min ago
Program Coordinator II - Psychiatry Residency
Texas A&M University Health Science Center
Bryan, TX
The Program Coordinator II, in partnership with the residency program director, coordinates and manages the daily activities of the Psychiatry Residency at Texas A&M. Provides curriculum…
Added 1 min ago
TA
Program Coordinator I
Texas A&M Agrilife Research
College Station, TX
- $4,291.67 USD / month
As the nation’s largest most comprehensive agriculture program, Texas A&M AgriLife brings together a college and four state agencies focused on agriculture and life sciences within The…
Added 1 min ago
Sr. Product & Customer Marketing Manager
Incident IQ
Remote, United States
Incident IQ is committed to creating a future where every K-12 district operates with seamless efficiency. When operations are unified on a single platform, districts gain the clarity and…
Added 1 min ago
Westview YMCA Youth & Family Manager
Ymca of Greater Omaha
Bennington, NE
This position supports the work of the Y, a leading nonprofit committed to strengthening community through youth development, healthy living and social responsibility. The Youth & Family…
Added 1 min ago
Service Supervisor
Edward Rose & Sons
Grand Chute, WI
For over 100 years, Edward Rose & Sons has been committed to career development for our team members. We offer you the opportunity to grow in an environment where you will feel valued, have…
Added 1 min ago
Assistant General Manager
Panera, LLC
Town and Country, MO
…your team, partner with your General Manager in overseeing operations, delight guests every day, and grow the business- while taking ownership on hiring, training, and development at your…
Added 1 min ago
General Manager-Rochester Hills, MI
Panera, LLC
600749 Rochester Hills, MI
Career advancement & leadership development opportunities
Added 1 min ago
Assistant General Manager
Panera, LLC
600634 Maryland Heights, MO
…your team, partner with your General Manager in overseeing operations, delight guests every day, and grow the business- while taking ownership on hiring, training, and development at your…
Added 1 min ago
Assistant General Manager
Panera, LLC
600620 Ballwin, MO
…your team, partner with your General Manager in overseeing operations, delight guests every day, and grow the business- while taking ownership on hiring, training, and development at your…
Added 1 min ago
Assistant General Manager
Panera, LLC
600691 Wildwood, MO
…your team, partner with your General Manager in overseeing operations, delight guests every day, and grow the business- while taking ownership on hiring, training, and development at your…
Added 1 min ago
Assistant General Manager
Panera, LLC
600656 LaGrange Park, IL
…your team, partner with your General Manager in overseeing operations, delight guests every day, and grow the business- while taking ownership on hiring, training, and development at your…
Added 2 mins ago
Operations Associate
Americo Financial Life and Annuity
Kansas City, MO
We prepare you for success with a comprehensive, paid training program. Additionally, our Talent Development team creates various development opportunities for associates at every stage of…
Added 2 mins ago
KK
After School Program Site Coordinator
Kamaaina Kids
Hilo
- $22 to $26 USD / hour
Have you worked in a classroom, after-school program, or youth setting - and are ready to step into a leadership role? Kamaʻāina Kids, Hawaiʻi’s largest locally owned nonprofit serving…
Added 2 mins ago
Senior Medicaid Technical Business Analysis Engineer
Conduent State Healthcare, LLC
United States
Conduent is seeking a Senior Medicaid Technical Business Analysis Engineer with a strong background in Medicaid operations, policy, and claims processing. This role is ideal for a problem…
Added 2 mins ago
Key Account Specialist, Houston
Boston Beer
Remote, United States
…identifying qualified candidates and streamline recruiting operations. These tools help us improve efficiency and consistency. All hiring decisions are made thoughtfully by recruiters and…

Integral

Senior Program Manager – IT & Application Service Desk

Tysons Corner, VA, United States

On-site

Salary Range: $160,000 - $180,000

Apply About employer

Applications open in a new tab.

Job details

Pay: Salary Range: $160,000 - $180,000
Workplace: On-site
Apply by: Nov 3, 2027
Posting language: English
Posted: Nov 3, 2026

Original job description

Overview

Senior Program Manager – IT & Application Service Desk

Position: Senior Program Manager

Location: On-site, Tysons Corner, VA

Security Requirement: Active Department of Defense SECRET Clearance (Mandatory; fully adjudicated)

Position Overview

Integral Federal is seeking a Senior Program Manager to lead an enterprise service desk and mission-critical contact center program for a prominent federal agency. Operating in a high-tempo, multi-vendor environment, this role provides operational leadership, strategic oversight, and total accountability for both an IT Service Desk (ITSD) and an Application Service Desk (ASD).

This role is not for a passive or administrative coordinator. We need a seasoned, highly organized program leader who commands the room, anticipates mission risks well ahead of the client, leans into operational headwinds, and operates with complete ownership. You will run a 40+ person multi-tier workforce (Tier 1/2, Team Leads, QA specialists, and Data Analysts) while orchestrating cross-contractor collaboration between government Tier 3 engineering teams and separate vendor organizations managing enterprise infrastructure and application development. Effective communication, having a big-picture view, leaning into issues, and building a strong client relationship are essential attributes of the successful candidate.

This program primarily operates out of the client location in Tysons Corner, VA, and this position will work on site. The client also has a downtown Washington, DC location that may require occasional visits for meetings with senior stakeholders.

Responsibilities

Core Leadership & Operational Responsibilities

Proactive Leadership, Risk Mitigation & Client Partnership
Serve as the single point of accountability for program performance, establishing total operational trust with the Contracting Officer’s Representative (COR), government branch leadership, and agency stakeholders.
Champion a culture of proactive ownership: anticipate client needs, foresee systemic bottlenecks, identify emerging risks, and execute mitigation plans before they impact end users or trigger client escalations.
Translate raw operational data into actionable strategic insights, delivering concise executive briefings, performance roadmaps, and continuous service improvement (CSI) initiatives.
Multi-Contractor & Multi-Stakeholder Coordination
Establish seamless operational interfaces and cross-boundary workflows with government-operated Tier 3 support teams and third-party contractors managing core infrastructure and software development.
Coordinate major release and deployment schedules with external software development teams to prepare front-line service desk staff, knowledge bases, and triage scripts prior to production updates.
End-to-End Service Desk & Operations Management
Direct daily delivery across both IT and Application Service Desk functions, encompassing Tier 1 and Tier 2 agents, shift leads, QA evaluators, and reporting analysts.
Ensure strict adherence to contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), including First Contact Resolution (FCR), Mean Time to Resolve (MTTR), Abandonment Rate, and Customer Satisfaction (CSAT).
Steer Major Incident Management (MIM) protocols: lead crisis coordination, manage internal and external stakeholder communications during outages, and conduct definitive Root Cause Analyses (RCA).
Technology, Analytics & Salesforce Optimization
Maximize the operational value of Salesforce Service Cloud / ITSM as the single source of truth for all ticket lifecycle tracking, SLA management, and performance analytics.
Partner with telephony and contact center leads to optimize omnichannel tools, including Amazon Connect and Amazon Lex automated conversational chat.
Oversee the Quality Assurance (QA) and Knowledge Management frameworks, ensuring regular ticket audits, calibrated scoring, and dynamic knowledge base maintenance to shift demand left toward automated and first-tier resolution.
Workforce Planning & Organizational Rigor
Manage staffing models, shift scheduling, real-time queue balancing, and attrition mitigation across an extended window (8:00 AM – 8:00 PM EST) to prevent coverage gaps.
Lead, mentor, and evaluate supervisory staff, fostering a resilient, high-accountability culture centered on professional development and mission alignment.
Oversee the performance management process for Integral employees
P&L Management and Corporate Tasks
Responsible for managing LOE and profit margins on an FFP contract
Manage subcontractor relationships
Present to the executive team at Program Management Reviews to address staffing, finances, risk and mitigation, organic growth opportunities, and business growth support.
As a key member of the management team, work with BD and proposal teams to support new growth efforts

Qualifications

Required Qualifications

Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related discipline.
Experience: Minimum of 10+ years of progressive leadership and program management experience running complex, large-scale IT and Application Service Desk operations or contact centers.
Scale: Proven track record directly managing programs staffed by 50+ personnel (including supervisors, tier leads, and support staff) in a high-volume, multi-tier environment.
Clearance: Active DoD Secret Clearance is mandatory (interim clearances cannot be accepted per agency requirements).
Contractor/Stakeholder Collaboration: Demonstrated success operating in a multi-contractor federal ecosystem, specifically bridging Tier 1/2 operations with external Tier 3 government teams and vendor software/infrastructure partners.
ITSM & Tech Stack: Direct experience utilizing Salesforce as an ITSM/CRM platform for case routing, queue monitoring, and reporting. Familiarity with cloud contact center technologies (Amazon Connect, automated chatbots) is a plus.
Execution & Communication: Exceptional verbal, presentation, and written communication skills with the poise to brief senior government executives and the discipline to maintain rigorous operational documentation.

Preferred Qualifications & Certifications

Project Management Professional (PMP) certification is strongly preferred.
ITIL 4 Managing Professional or ITIL Foundation
Direct background leading help desk consolidation, tool migrations, or major service desk transition-in efforts for federal civilian or defense agencies.

Salary Range: $160,000 - $180,000

The above salary range represents a general guideline. Integral Federal considers a number of factors when determining base salary offers, such as the scope and responsibilities of the position and the candidate's experience, education, skills, and current market conditions.

Depending on the position, employees may be eligible for overtime, shift differential, and/or discretionary bonuses in addition to base pay.

Company Overview

Integral partners with federal defense, intelligence, and civilian leaders to tackle their most important challenges and deliver positive outcomes. Since our founding in 1998, we have helped clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success. The forward-leaning solutions we deliver are tailored to each mission with a focus on keeping our nation safe and secure.

Integral is headquartered in McLean, VA and serves clients throughout the country.

We offer a comprehensive total rewards package including paid parental leave and immediate vesting in our 401(k). Give us a try and become part of a curated group of professionals at Integral Federal!

Our package also includes:

· Medical, Dental & Vision Insurance

· Flexible Spending Accounts

· Short-Term and Long-Term Disability Insurance

· Life Insurance

· Paid Time Off & Holidays

· Earned Bonuses & Awards

· Professional Training Reimbursement

· Employee Assistance Program

Equal Opportunity Employer/Protected Veteran/Disability

Apply About employer

Report this job