Program Manager

NetImpact Strategies has an opportunity for a Program Manager to lead the delivery of enterprise IT operations and infrastructure support services for a federal civilian customer environment. This role is responsible for overseeing end-to-end program execution across Tier 1 Help Desk, Tier 2 End User Services, and Tier 3 Infrastructure and Network Operations supporting a nationwide workforce. The Program Manager will drive operational excellence, ensure achievement of Service Level Agreements (SLAs), and lead transformational initiatives that modernize service delivery through ITIL-based practices, automation, DevSecOps integration, and continuous improvement. This leader will manage multidisciplinary technical teams, coordinate subcontractor partners, and provide executive-level reporting and governance support while ensuring compliance with federal IT security and operational standards. This position is onsite.

Responsibilities

Provide overall leadership and management of a federal IT operations program delivering Tier 1, Tier 2, and Tier 3 enterprise support services.
• Oversee day-to-day operations for IT service delivery including help desk, end-user support, infrastructure operations, and network services.
• Lead cross-functional teams responsible for cloud, network, endpoint, and infrastructure operations within a hybrid IT environment.
• Manage program performance against established SLAs, Operational Level Agreements (OLAs), and experience-focused service metrics.
• Drive transformational improvements to IT operations by implementing end-to-end process optimization and continuous service improvement across all support tiers.
• Implement and mature ITIL-based service management practices to improve operational efficiency, service quality, and customer satisfaction.
• Develop and maintain integrated master schedules, program plans, and performance dashboards to monitor program health and delivery outcomes.
• Provide executive-level reporting and briefings to federal leadership and governance boards on program performance, risks, and improvement initiatives.
• Coordinate work across contractor staff and subcontractor partners to ensure seamless delivery of program objectives.
• Lead risk identification, mitigation planning, and issue resolution to ensure program stability and mission continuity.
• Manage program staffing, resource allocation, and workforce development to support operational demands and surge requirements.
• Support automation, DevSecOps practices, and infrastructure modernization initiatives that enhance reliability, scalability, and operational resilience.
• Oversee program financial performance, billable execution, and contract compliance requirements.
• Foster collaboration between IT operations teams, cybersecurity stakeholders, and application teams to ensure alignment with mission and technical objectives.

Required

• Bachelor's degree in Computer Science, Information Systems, Engineering, Mathematics, or a related technical field.
• Minimum 10 years of experience managing federal IT programs supporting enterprise infrastructure or IT operations environments.
• Demonstrated experience managing multi-tier IT service delivery environments (Tier 1-3 support models).
• Proven experience managing large-scale IT operations programs, including help desk, infrastructure, cloud, and network services.
• Project Management Professional (PMP) certification.
• Experience managing multi-vendor or subcontractor teams supporting federal programs.
• Experience managing SLA-driven service delivery and operational performance metrics.
• Strong knowledge of ITIL service management frameworks and operational best practices.
• US Citizenship eligible for a Public Trust
• Ability to work onsite in Alexandria, VA

Preferred

• PgMP, SAFe, or Agile/Scrum certification
• ITIL v4 Certification or equivalent IT Service Management training.
• Experience supporting hybrid cloud environments (Azure, AWS, VMware).
• Experience with ServiceNow or enterprise ITSM platforms supporting service delivery operations.
• Experience leading DevSecOps, automation, or infrastructure modernization initiatives.
• Familiarity with federal cybersecurity and compliance frameworks such as NIST, FISMA, Zero Trust, and STIG requirements.
• Experience implementing continuous service improvement and operational transformation initiatives.
• Strong executive communication skills with experience briefing federal leadership and governance boards.
• Demonstrated ability to lead distributed technical teams supporting enterprise IT environments.

Perks of working at NetImpact Strategies

• Your health comes first - we offer comprehensive medical, dental, & vision insurance that starts the first of the month after you join the team

• Invest in your future - 401(k) Plan - Immediately vested employer contributions; no matching required

• Work hard, play hard - we offer a generous Paid Time Off (PTO) policy, one (1) additional day of paid wellness leave per calendar year, and observe ten (10) federal holidays

• Pawsitively pawesome - Pet Insurance (because our little critters are part of our families, too!)

• Invest in your education - Tuition reimbursement, internal training programs, & company-sponsored industry certifications!

• Be part of a dynamic and collaborative work environment recently ranked by The Washington Post as a Top Work Place in 2019, 2021,2022, 2023, & 2024!

• Have fun and celebrate and give back - Team building activities, community volunteering, quarterly HQ days, wellness events, happy hours, family fun events, and more!

ABOUT US

NetImpact Strategies Inc. (NetImpact) has been a Trusted Advisor driving impact through digital transformation for the Federal Government for over a decade. We solve complex problems with innovation and agility to create meaningful, transformative, and enduring change. As Trusted Advisors, NetImpact professionals partner with customer agencies to deliver solutions that empower them to not only meet their missions but also realize their strategic vision through agile, outcome-focused solutions addressing both strategic and tactical requirements. We design and implement comprehensive, tailored solutions that are both mindful of the client's culture and organizational dynamics. NetImpact's core values and commitment to a customer and results-oriented delivery approach has propelled our growth and enabled us to deliver impactful value across Strategic Consulting, Process Automation, Cloud, DevSecOps, Data and Analytics, and Cyber Security for the Federal Government.

ACCESSIBILITY NOTE

NetImpact Strategies is committed to complying with all applicable provisions of the Americans with Disabilities Act, as amended ("ADA"), and applicable state and local laws. It is NetImpact's policy not to discriminate against any qualified person or applicant with regard to any terms or conditions of employment on the basis of such individual's disability. Consistent with this policy of non-discrimination, NetImpact will provide reasonable accommodations to an individual with a disability, as defined in the ADA or applicable law, who has made NetImpact aware of his/her disability, unless doing so would cause undue hardship to NetImpact. If you are an applicant and need reasonable accommodation when applying for job opportunities within NetImpact, or request reasonable accommodation to utilize NetImpact's online employment application, please contactcareers@netimpactstrategies.com.