{"schemaVersion":"jobsearcher.job.v1","id":"35cd02e3bb4a4f2265213e17","url":"https://jobsearcher.com/jobs/35cd02e3bb4a4f2265213e17","canonicalUrl":"https://jobsearcher.com/jobs/35cd02e3bb4a4f2265213e17","title":"Program Manager","description":"Program Manager – IT Service Desk\nAbout Us\nAt Aretec, Inc., we are dedicated to delivering innovative technology solutions that support the critical missions of federal agencies. We specialize in information technology, cybersecurity, data analytics, and business optimization, providing exceptional service and operational excellence across government programs.\nPosition Summary\nAretec is seeking an experienced Program Manager to oversee the operations and performance of a large-scale Government IT Service Desk supporting a federal customer. This position serves as the primary point of contact between the company and the Government, ensuring successful execution of contract requirements while maintaining exceptional customer service and operational efficiency.\nThe ideal candidate is an experienced leader with a strong background in IT service management, government contracting, and managing high-performing technical support teams in a fast-paced, mission-critical environment.\nKey Responsibilities\nServe as the primary interface between the Government and contractor leadership regarding program execution and service delivery.\nProvide overall program management for a large-scale IT Service Desk supporting enterprise users.\nLead day-to-day operations to ensure compliance with contractual requirements, Service Level Agreements (SLAs), and Key Performance Indicators (KPIs).\nManage staffing, workforce planning, scheduling, and resource allocation to maintain continuous service delivery.\nOversee service desk operations across multiple communication channels, including phone, email, chat, self-service portals, and ticketing systems.\nMonitor operational performance, identify trends, resolve service delivery issues, and implement continuous process improvements.\nEnsure service management processes align with industry best practices, including ITIL principles and customer support standards.\nDevelop and maintain operational documentation, knowledge management resources, standard operating procedures, and service documentation.\nPrepare and deliver executive-level reports, performance dashboards, and program status briefings.\nConduct regular operational reviews with Government stakeholders and internal leadership.\nLead incident response coordination, problem management efforts, and corrective action planning.\nSupport contract transitions, onboarding activities, and organizational change initiatives while minimizing operational disruption.\nOversee employee performance, coaching, mentoring, and professional development initiatives.\nEnsure compliance with applicable security policies, federal regulations, and contractual requirements.\nFoster a culture focused on customer satisfaction, accountability, collaboration, and continuous improvement.\nRequired Qualifications\nBachelor's degree in Information Technology, Business Administration, Management, or a related field (or equivalent combination of education and experience).\nMinimum of 5 years of experience managing IT Service Desk or IT Operations programs supporting Government customers.\nDemonstrated experience managing medium-to-large technical support organizations in a 24x7 operational environment.\nExperience leading cross-functional technical and administrative teams.\nStrong knowledge of IT Service Management (ITSM) principles and ITIL best practices.\nExperience managing Government contracts and working directly with Contracting Officers, Contracting Officer's Representatives (CORs), or Government Program Managers.\nStrong leadership, organizational, analytical, and problem-solving skills.\nExcellent written and verbal communication skills, including experience presenting to executive leadership.\nExperience developing operational metrics, dashboards, reports, and performance improvement initiatives.\nAbility to manage competing priorities in a fast-paced, mission-driven environment.\nAbility to obtain and maintain the required Government security clearance or background investigation.\nPreferred Qualifications\nITIL Foundation Certification (v4 preferred).\nProject Management Professional (PMP) certification or equivalent.\nHDI Support Center Manager (SCM), Support Center Director (SCD), or similar customer support certification.\nExperience with ITSM platforms such as ServiceNow, Remedy, Jira Service Management, or similar tools.\nExperience managing geographically dispersed or multi-site support teams.\nFamiliarity with federal cybersecurity, information assurance, and compliance requirements.\nExperience supporting enterprise help desk operations for civilian or defense agencies.\nDesired Skills\nStrategic planning and execution\nProgram and contract management\nService delivery management\nWorkforce planning and resource management\nCustomer relationship management\nIncident, problem, and change management\nRisk identification and mitigation\nProcess improvement and operational excellence\nExecutive communication and stakeholder engagement\nKnowledge management\nPerformance metrics and reporting\nTeam leadership and employee development\nWork Environment\nFull-time position.\nOn-site, hybrid, or remote work based on contract requirements.\nMay require participation in an on-call management rotation to support mission-critical operations.\nOccasional travel may be required depending on customer needs.\nBenefits\nAretec offers a competitive compensation and benefits package, including:\nMedical, Dental, and Vision Insurance\n401(k) with Employer Match\nPaid Time Off and Paid Holidays\nLife and Disability Insurance\nProfessional Development and Certification Assistance\nEmployee Assistance Program (EAP)\nEqual Opportunity Employer\nAretec, Inc. is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic under applicable law.","company":"Aretec","rawCompany":"aretec","city":"Denver","state":"CO","isRemote":false,"isActive":false,"createdAt":"2026-08-14T13:58:51.088Z","occupations":[{"code":"13-1082.00","title":"Project Management Specialists","slug":"project-management-specialists"},{"code":"15-1299.09","title":"Information Technology Project Managers","slug":"information-technology-project-managers"},{"code":"11-3021.00","title":"Computer and Information Systems Managers","slug":"computer-and-information-systems-managers"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"921190","title":"Other General Government Support","slug":"other-general-government-support"},{"code":"541611","title":"Administrative Management and General Management Consulting Services","slug":"administrative-management-and-general-management-consulting-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Program Manager","description":"Program Manager – IT Service Desk\nAbout Us\nAt Aretec, Inc., we are dedicated to delivering innovative technology solutions that support the critical missions of federal agencies. We specialize in information technology, cybersecurity, data analytics, and business optimization, providing exceptional service and operational excellence across government programs.\nPosition Summary\nAretec is seeking an experienced Program Manager to oversee the operations and performance of a large-scale Government IT Service Desk supporting a federal customer. This position serves as the primary point of contact between the company and the Government, ensuring successful execution of contract requirements while maintaining exceptional customer service and operational efficiency.\nThe ideal candidate is an experienced leader with a strong background in IT service management, government contracting, and managing high-performing technical support teams in a fast-paced, mission-critical environment.\nKey Responsibilities\nServe as the primary interface between the Government and contractor leadership regarding program execution and service delivery.\nProvide overall program management for a large-scale IT Service Desk supporting enterprise users.\nLead day-to-day operations to ensure compliance with contractual requirements, Service Level Agreements (SLAs), and Key Performance Indicators (KPIs).\nManage staffing, workforce planning, scheduling, and resource allocation to maintain continuous service delivery.\nOversee service desk operations across multiple communication channels, including phone, email, chat, self-service portals, and ticketing systems.\nMonitor operational performance, identify trends, resolve service delivery issues, and implement continuous process improvements.\nEnsure service management processes align with industry best practices, including ITIL principles and customer support standards.\nDevelop and maintain operational documentation, knowledge management resources, standard operating procedures, and service documentation.\nPrepare and deliver executive-level reports, performance dashboards, and program status briefings.\nConduct regular operational reviews with Government stakeholders and internal leadership.\nLead incident response coordination, problem management efforts, and corrective action planning.\nSupport contract transitions, onboarding activities, and organizational change initiatives while minimizing operational disruption.\nOversee employee performance, coaching, mentoring, and professional development initiatives.\nEnsure compliance with applicable security policies, federal regulations, and contractual requirements.\nFoster a culture focused on customer satisfaction, accountability, collaboration, and continuous improvement.\nRequired Qualifications\nBachelor's degree in Information Technology, Business Administration, Management, or a related field (or equivalent combination of education and experience).\nMinimum of 5 years of experience managing IT Service Desk or IT Operations programs supporting Government customers.\nDemonstrated experience managing medium-to-large technical support organizations in a 24x7 operational environment.\nExperience leading cross-functional technical and administrative teams.\nStrong knowledge of IT Service Management (ITSM) principles and ITIL best practices.\nExperience managing Government contracts and working directly with Contracting Officers, Contracting Officer's Representatives (CORs), or Government Program Managers.\nStrong leadership, organizational, analytical, and problem-solving skills.\nExcellent written and verbal communication skills, including experience presenting to executive leadership.\nExperience developing operational metrics, dashboards, reports, and performance improvement initiatives.\nAbility to manage competing priorities in a fast-paced, mission-driven environment.\nAbility to obtain and maintain the required Government security clearance or background investigation.\nPreferred Qualifications\nITIL Foundation Certification (v4 preferred).\nProject Management Professional (PMP) certification or equivalent.\nHDI Support Center Manager (SCM), Support Center Director (SCD), or similar customer support certification.\nExperience with ITSM platforms such as ServiceNow, Remedy, Jira Service Management, or similar tools.\nExperience managing geographically dispersed or multi-site support teams.\nFamiliarity with federal cybersecurity, information assurance, and compliance requirements.\nExperience supporting enterprise help desk operations for civilian or defense agencies.\nDesired Skills\nStrategic planning and execution\nProgram and contract management\nService delivery management\nWorkforce planning and resource management\nCustomer relationship management\nIncident, problem, and change management\nRisk identification and mitigation\nProcess improvement and operational excellence\nExecutive communication and stakeholder engagement\nKnowledge management\nPerformance metrics and reporting\nTeam leadership and employee development\nWork Environment\nFull-time position.\nOn-site, hybrid, or remote work based on contract requirements.\nMay require participation in an on-call management rotation to support mission-critical operations.\nOccasional travel may be required depending on customer needs.\nBenefits\nAretec offers a competitive compensation and benefits package, including:\nMedical, Dental, and Vision Insurance\n401(k) with Employer Match\nPaid Time Off and Paid Holidays\nLife and Disability Insurance\nProfessional Development and Certification Assistance\nEmployee Assistance Program (EAP)\nEqual Opportunity Employer\nAretec, Inc. is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic under applicable law.","datePosted":"2026-08-14T13:58:51.088Z","dateModified":"2026-08-14T13:58:51.088Z","hiringOrganization":{"@type":"Organization","name":"Aretec","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Denver","addressRegion":"CO","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"35cd02e3bb4a4f2265213e17"},"url":"https://jobsearcher.com/jobs/35cd02e3bb4a4f2265213e17"}}