Onsite Technical Program Manager II

Leading with our people, Digital Consultants’ mission is to deliver the highest level of professional solutions while being a trusted partner and advisor to our customers. With a culture of practicality, opportunity, and creativity we remain dedicated to being honest, trustworthy, respectful, and ethical in everything we do. We are a certified SBA 8(a) small, disadvantaged business that supports multiple IT customers within the Federal, civilian and private sectors. Digital Consultants also offer our employees growth opportunities, competitive wages, and a full benefits package. Our founding principles, Fairness and Common Sense, make working here more than a job, it’s the Digital family. 

Position Description:

Digital Consultants is seeking an Onsite Technical Program Manager II. The Program Manager II will serve as the primary point of contact for the government contracting officer representative (COR) and senior-level government managers, providing overarching leadership and oversight across all aspects of the Technology Service Desk (TSD) contract. This role requires strategic planning, quality assurance, and stakeholder engagement to ensure delivery excellence and compliance with CBP, DHS, and HDI/ITIL standards.

Position Duties:

• Serve as the primary point of contact for the Contracting Officer Representative (COR) and senior Government managers.
• Provide strategic direction and leadership to ensure the successful delivery of all contractual obligations.
• Manage all contract activities and ensure compliance with CBP policies, procedures, and performance expectations.
• Oversee the daily operations of the Technology Service Desk (TSD) across multiple locations (DC Metro, Orlando, and San Antonio).
• Schedule and supervise contractor personnel across all shifts and locations.
• Ensure adequate supervisory coverage is maintained 24/7.
• Oversee onboarding and offboarding processes, including background investigation and clearance documentation.
• Adjust staffing and assignments in response to volume spikes or staffing shortages and notify the Government accordingly.
• Monitor key performance indicators (KPIs), service delivery metrics, and agent productivity to ensure service level agreements (SLAs) are met or exceeded.
• Lead daily/weekly/monthly briefings with TSD Government leadership on operational performance.
• Provide after-action reports following operational events or service disruptions, identifying root causes and corrective actions.
• Manage updates to the Knowledge Management System (KMS) and self-service catalog.
• Review and revise ticket templates, email scripts, and standard procedures to enhance service desk efficiency.
• Ensure all contract staff complete initial and recurring training requirements, and track completion rates.
• Customer Experience & Continuous Improvement
• Analyze customer feedback and survey results to guide service improvements.
• Drive initiatives to improve first contact resolution (FCR), reduce ticket volume, and enhance end-user experience.
• Implement process improvements and technology updates based on trend analysis and Government feedback.
• Oversee the creation and timely submission of all contract deliverables including transition plans, staffing plans, SOPs, and quality control documents.
• Coordinate and prepare content for monthly Program Management Reviews (PMRs), including performance trend analysis and improvement plans.
• Identify program risks and mitigation strategies early to prevent service degradation.
• Serve as the escalation point for high-priority issues or incidents, including coordinating responses to sensitive VIP incidents.

• Clearance: CBP Background Investigation (BI)
• Education: Bachelor’s Degree in IT, Computer Science, Information Technology, Business Administration or a related field of study preferred.
• Minimum 5 years managing large-scale federal IT service desk operations
• Proven leadership managing multi-location service desk teams
• Experience with ITSM tools (e.g., ServiceNow, Remedy), KPIs, SLA tracking
• ITIL and/or HDI certification, preferred
• PMP Certification, preferred
• Experience with federal regulations, government contracting policies, and security compliance measures.
• Experience managing performance review processes for teams, particularly in evaluating and developing personnel based on KPIs and service levels.
• Experience in managing change within an IT organization, including implementing new processes or systems.
• Experience in building and managing effective teams in a service desk or technical environment.
• Strong analytical skills to assess data and make data-driven decisions for improving service performance.
• Excellent communication and stakeholder engagement skills
• Physical Requirements: The candidate, with or without reasonable accommodation, must be able to sit or stand for long periods of time. The position requires the frequent use of personal computer equipment, including extended periods of use of computer screens, and may require occasional lifting of objects up to 20 lbs.

Compensation and Benefits: The salary range for this position is $175,000 to $190,000. 

• The company offers the following benefits to permanent, full-time employees:
• Paid Time Off (PTO)
• Group health plans
• Income protection and supplemental benefits401(k) plan with company matching Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Pet insurance options
• Employee Assistance Program (EAP)

Digital Consultants, an inclusive and welcoming company, is fully committed to hiring and retaining a diverse workforce without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, age (40 or older), disability, Veterans status or any other protected characteristic.

We provide reasonable accommodations to individuals who need assistance during any part of the employment process. If you need assistance navigating Digital Consultants job openings or applying for a position, please send an email to [email protected] or call 571-306-3444. Please provide your contact information and let us know how we can assist you.