IT Service Desk Program Manager

Clearance Level
Program Management
San Antonio, Texas
Hybrid Workplace
Key Skills For Success

Automatic Call Distribution (ACD)


IT Service Desk

IT Service Management (ITSM)

Program Management

REQ#: RQ144282
Public Trust: Other
Requisition Type: Pipeline
Your Impact

Own your opportunity to work alongside federal civilian agencies. Make an impact by providing services that help the government ensure the well being of U.S. citizens.

Job Description

Seize your opportunity to make a personal impact as an IT Technical Support and Service Desk Program Manager to work on-site for our federal government contract in San Antonio, TX. GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career. You will help ensure today is safe and tomorrow is smarter by managing enterprise-level Technical Support and Service Desk programs consisting of multiple Tiers, including 24x7x365 support.


  • The program manager is responsible for the cost, schedule, and technical performance of the overall program.  Directs all phases of program from inception through completion.  Organizes interdepartmental activities ensuring completion of the program on schedule and within budget constraints.  Serves as the primary contact for the customer on matters pertaining to the program.
  • Oversees operational incident management and request fulfillment and recommends enhancements of the customer’s IT Service Management (ITSM) tool suite configuration. Works with service owners to ensure proper configuration, handling, and monitoring procedures are in place.
  • Supervises assigned technical staff, including subordinate supervisors, and performs personnel actions including hiring and performance evaluation.  Coordinates and monitors subcontractor activities and administers subcontractor deliverables and finances.
  • Ensures consistent service delivery to the customer, establishing, maintaining, and promoting best practices.  Leads interaction with the user community and identifies issues and problems and provides and oversees response and resolution activities.
  • Responsible for profitability and revenue growth of the program. Performs program financial management services, including financial analysis, budget and cost quote preparation, cost management, reconciliation, and profit enhancement.


Education: Bachelor’s degree preferably in an IT discipline.

Required Experience: 10 years total experience supporting IT service desks and IT operations, including 4 years managing or supervising experience.  3 years experience as a program manager for a national enterprise service desk contract.

Required Technical Skills/Certifications:

  • Extensive experience working with ITSM tools, ServiceNow preferred; ability to define ticket and work order templates, to recommend ticket queues, and to recommend ticket escalation configurations.
  • Working knowledge of Automated Call Distribution (ACD) systems; ability to recommend call queue and call routing schemes.
  • Ability to manage, achieve, and mitigate Service Level Agreements (SLAs).
  • Ability to define, publish and maintain IT service catalog.
  • ITIL certification required; advanced level with v4 preferred.
  • Help Desk Institute (HDI) certification preferred.

Security Clearance Level: Clear and maintain federal government agency background check.

Required Skills and Abilities:

  • Excellent oral and written communication skills.
  • Ability to prioritize work and delegate to supervisors.
  • Proven experience and ability to negotiate and resolve conflict, understanding appropriate trade-offs and achieving win-win results.
  • Experience establishing successful continual service improvement (CSI) program.

● Location: San Antonio, TX.  


  • 401K with company match
  • Comprehensive health and wellness packages
  • Internal mobility team dedicated to helping you own your career
  • Professional growth opportunities including paid education and certifications
  • Cutting-edge technology you can learn from
  • Rest and recharge with paid vacation and holidays
Work Requirements
Years of Experience

10 + years of related experience

* may vary based on technical training, certification(s), or degree

Travel Required

Less than 10%

About Our Work

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

COVID-19 Vaccination

GDIT does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on customer site requirements.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.