Job Description

Position: Program Manager (Help Desk)

Location:  Remote, with 25% travel)

Duration:  One year
***Must be a US Citizen or Green card holder***

 Description:

We are seeking an experienced IT Program Manager to lead and oversee the integration of multiple IT Help Desks into a unified support model. This role requires strong program management expertise, a solid understanding of IT Service Management (ITSM) processes, and the ability to effectively coordinate across technical teams, business stakeholders, and service providers. The Program Manager will be responsible for ensuring a smooth transition of systems, processes, and people while minimizing disruption to end users and maintaining a high level of service delivery.

Responsibilities:

• Lead the end-to-end program to consolidate and integrate IT Help Desks into a unified model.
• Develop and manage the overall program plan, including timelines, milestones, risks, and dependencies.
• Coordinate with IT leaders, service desk managers, and support teams to align processes and tools.
• Oversee migration of ticketing systems, knowledge bases, and reporting functions.
• Ensure alignment with ITIL/ITSM best practices for incident, problem, and request management.
• Facilitate stakeholder communication and provide regular program updates to leadership.
• Identify and manage risks/issues, implementing mitigation strategies as needed.
• Support organizational change management (OCM) to ensure user adoption and smooth transition.
• Monitor post-integration performance metrics to validate service improvements and SLAs.

Required Skills:

• Must be a US Citizen or Green card holder
• 8+ years of IT program/project management experience with proven success in leading large-scale IT integration or transformation initiatives.
• Strong background in IT service management (ITSM) and help desk/service desk operations.
• Experience with common ticketing tools (e.g., ServiceNow, BMC Remedy, Jira Service Desk, or similar).
• Familiarity with ITIL frameworks and best practices. Excellent communication, stakeholder management, and vendor coordination skills.
• Ability to manage complex programs with multiple workstreams and dependencies.

Preferred Skills:

• PMP, PgMP, or ITIL certifications