Omniscius Consulting
The Program Manager will oversee a large-scale enterprise IT Service Desk, Executive Support, Accounts Management, and Knowledge Management operation supporting a federal agency. This role is responsible for overall contract performance, SLA adherence, staffing, reporting, compliance, and executive-level customer engagement.
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Provide executive oversight of all contract task areas (Tier 1, Tier 2, UCC, Exec Support, IAM, KM)
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Serve as primary liaison to Government leadership and COR
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Ensure SLA compliance (95%+ performance thresholds)
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Manage staffing, workforce strategy, onboarding, and retention
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Oversee financial performance and contract deliverables
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Lead transition activities (phase-in/phase-out)
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Drive continuous process improvement and operational maturity
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Ensure compliance with ITIL, NIST, FISMA, and federal requirements
Required Qualifications
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Bachelor’s degree (Computer Science, Engineering, Business, Management, or related)
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15+ years of management experience in enterprise IT operations
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ITIL Certification (required)
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Demonstrated experience managing multi-task federal IT contracts
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Experience overseeing large-scale service desk environments (50+ FTE preferred)
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Strong executive communication skills
Preferred Qualifications
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HDI Support Center Director (SCD) or similar certification
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Experience managing ServiceNow-based environments
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Prior federal agency experience