Program Manager (Help Desk Operations)

Job Description

Job Description

Connsci is seeking a Program Manager to lead an upcoming program providing Help Desk services to one of our federal customers. This role will serve as the day-to-day leader for delivery, quality, staffing, and stakeholder engagement as well as owning schedules, SLAs, risks, and all contract deliverables. As the primary liaison with COR and leadership, you'll direct program startup, ensure operational readiness, integrate with agency systems, and run a high-performing, compliance-ready program that scales during peak periods.

What You'll Do

• Lead program startup and governance : Develop the Project Management Plan (PMP), Quality Assurance and Surveillance Plan (QASP), communications plan, and risk / issue management strategy.
• Run the operating rhythm : Lead bi-weekly and monthly status meetings; produce progress, financial, and CFM reports with documented meeting minutes and action tracking.
• Own service performance : Ensure SLA compliance, surge coverage, and CAPA follow-up; use analytics to measure response accuracy and user satisfaction.
• Coordinate across help desks and systems : Interface with Tier I, technical, and state-level desks; ensure smooth routing, escalation, and closure within ServiceNow and agency systems.
• Oversee integrations and tooling : Support interoperability between ServiceNow, Jira, Salesforce, and Tableau; ensure data accuracy, security, and ATO compliance.
• Manage knowledge and training : Maintain response libraries, SOPs, and FAQs; develop and deliver 508-compliant user guides, job aids, and training materials.
• Ensure compliance : Uphold privacy, security, and accessibility standards; maintain DUAs and documentation for ISPG review.
• Lead transitions : Plan and execute Transition-In (knowledge transfer, system readiness) and Transition-Out (handover and closeout) with zero disruption.
• Foster excellence : Mentor a collaborative, high-performing team, including subcontractor oversight, performance management, and continuous improvement.

Basic Qualifications :

Preferred Qualifications :

Work Schedule & Travel This program operates extended hours during key yearly periods. The PM must ensure full coverage and responsiveness during these surges. Limited travel to offices in Bethesda or Baltimore, MD, may be required.

About Connsci

At Connsci, our mission is to be a trusted strategic partner for our clients, helping them achieve impactful results by addressing mission-critical issues that affect their bottom line. We recognize the importance of customizing our services to best fit our clients' needs and understanding what it takes to propel their organizations forward. By implementing industry-leading best practices and leveraging our multifaceted experience and expertise, we deliver services that are essential for any organization aiming to reach its goals.

What You Can Expect :

By joining Connsci, you'll become part of a dedicated team that is committed to delivering strategic, impactful solutions tailored to our clients' unique needs, enabling them to achieve their goals with confidence and efficiency. If you're passionate about cybersecurity and IT services, and eager to contribute to a dynamic team, we encourage you to explore opportunities with us.

At this time, Connsci will not sponsor a new applicant for employment authorization for this position.

Connsci is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Connsci makes hiring decisions based solely on qualifications, merit, and business needs at the time.