Help Desk Program Manager

General Dynamics
Washington
Workplace: OnsiteFull timeUSD 148,750 - 201,250 annuallyFunction: Program & Project Management (PMO)Experience: 10+ yearsEducation: bachelorsSkills: ["Communication","Leadership","Problem-solving"]

Seasoned IT service management leader responsible for directing a large-scale Help Desk operation, ensuring ITIL-aligned service delivery, QA, and continuous improvement across multiple sites. Acts as primary liaison with COR and senior government leadership, overseeing staffing, budgets, training, and performance reporting to deliver high-quality ITSM outcomes in a 100% onsite Downtown DC environment. Must hold US citizenship and Top Secret/SCI eligibility.

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General Dynamics
General Dynamics
5 months ago

Help Desk Program Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 19 hours agoStatus: Closed

Job Summary

Seasoned IT service management leader responsible for directing a large-scale Help Desk operation, ensuring ITIL-aligned service delivery, QA, and continuous improvement across multiple sites. Acts as primary liaison with COR and senior government leadership, overseeing staffing, budgets, training, and performance reporting to deliver high-quality ITSM outcomes in a 100% onsite Downtown DC environment. Must hold US citizenship and Top Secret/SCI eligibility.
Location: Washington
Workplace: Onsite
Employment Type: Full time · Permanent
Job Function: Program & Project Management (PMO)
Seniority: Sr. Manager level

Key Responsibilities

  • •Direct overall contractor support and manage day-to-day ITSM service delivery.
  • •Ensure quality performance in alignment with ITIL standards and service delivery metrics.
  • •Lead quality assurance efforts and develop strategies to proactively mitigate project issues and risks.
  • •Interface continuously with key stakeholders, serving as the primary POC to the COR and senior government leadership to address strategy, operations, and planning.
  • •Manage staffing and resources across multiple geographically dispersed sites, ensuring appropriate coverage, onboarding/offboarding, and supervisory oversight.

Pay and Benefits

Salary: USD 148,750 - 201,250 annually
Perks:Health InsuranceDentalVision401kLife InsuranceDisability

Key Requirements

  • •10+ years of related experience in Help Desk/ITSM with experience supervising Help Desk employees and leading cross-functional teams
Experience:10+ yearsITILITSMHelp DeskUSA government
Education:Bachelor's
Skills:CommunicationLeadershipProblem-solving
Certifications:ITIL v3 or ITIL v4Security+
Tech Stack:ITILITSMJIRA

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.
Security Clearance:Top SecretSCI

Company Brief

General Dynamics
Provides IT, systems engineering, cybersecurity, cloud, and mission support services to U.S. federal civilian and defense agencies, delivering large-scale technology solutions and managed services for national security and government operations.
Industry: Defense Technology
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Tysons / Fairfax, United States
WebsiteLinkedIn