Senior Program Manager

Overview

Thank you for considering IT Concepts dba Kentro, where innovation drives opportunity and collaboration leads to success. Our dynamic community of experts is fully committed to advancing our customers' missions, fostering professional growth, and making a positive impact on our communities.

By joining our supportive community, you will find that Kentro is dedicated to your personal and professional development. Together, we can drive meaningful change, spark innovation, and achieve extraordinary milestones.

The Role

Kentro is seeking an experienced Senior Program Manager to lead enterprise Help Desk operations supporting the Social Security Administration (SSA) in Woodlawn, Maryland. This individual will oversee day to day service delivery for a large scale federal IT support program, ensuring exceptional customer service, operational excellence, and compliance with contractual service level agreements.

The Senior Program Manager will serve as the primary interface with Government leadership while directing cross functional teams responsible for service desk operations, workforce management, reporting, process improvement, and continuous service delivery. This role is ideal for an experienced leader who enjoys building high performing teams, driving operational efficiencies, and partnering with federal customers to improve mission critical IT services.

Location: Woodlawn, MD (On Site)

Compensation Range: The salary for this position is between $225,000.00-$245,000.00/annually. Factors affecting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.

Responsibilities

Responsibilities

• Lead overall contract performance, service delivery, and operational excellence for the SSA Help Desk.
• Serve as the primary point of contact between Kentro and Government stakeholders for all program activities.
• Manage program scope, schedules, staffing, budgets, risks, and contractual deliverables.
• Ensure delivery of quality products while meeting all Sponsor schedules and timelines
• Ensure vacant positions are filled within the contract timelines.
• Tracks, manages, controls costs, as well employ's strategies to increase Gross & Net Margins across both FFP and LH CLINs.
• Communicates and holds subcontractor accountable for meeting PWS requirements
• Coordinates and participates in quarterly Project Management Reviews (PMR)
• Ensure Help Desk operations consistently meet or exceed contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Follows Kentro's Service Delivery requirements for management plans, quality audits, and other requests from corporate.
• Provide executive level status reports, briefings, dashboards, and recommendations to Government leadership.
• Oversee workforce management, forecasting, staffing models, and operational reporting to ensure appropriate resource utilization.
• Lead managers, supervisors, technical leads, and support personnel across multiple operational teams.
• Identify operational risks and implement mitigation strategies to ensure uninterrupted service delivery.
• Develop and execute continuous service improvement initiatives using ITIL best practices.
• Coordinate incident management, problem management, change management, and service request fulfillment activities.
• Collaborate with Government leadership on strategic planning, operational priorities, and performance improvements - especially towards automation, cost efficiencies and innovation.
• Ensure compliance with federal onboarding, security requirements, contractual obligations, and organizational policies.
• Support transition activities, staffing initiatives, and program growth opportunities as required.
• Foster a culture of customer service, accountability, collaboration, and continuous improvement.
• Overseeing the execution of the contract Transition Plan.
• Serving as the primary point(s) of contact for formal discussions with the Sponsor, including frequent customer interaction with the intent to sustain and improve customer satisfaction.

Qualifications

Requirements

• Bachelor's degree in Information Technology, Business Administration, Management, or related field (or equivalent experience).
• Minimum ten (10) years of progressively responsible program or project management experience supporting large federal IT programs.
• Minimum five (5) years managing enterprise Help Desk or Service Desk operations.
• Experience leading teams supporting high volume customer service environments.
• Demonstrated experience managing large technical teams across multiple functional areas.
• Experience in managing customers' expectations with proactive, consistent, and transparent communication.
• Experience managing federal contracts and interfacing directly with Government customers.
• Strong understanding of IT Service Management (ITSM) methodologies and ITIL best practices.
• Experience with workforce planning, operational metrics, forecasting, staffing analysis, and performance reporting.
• Experience managing risks, schedules, budgets, staffing, and program deliverables.
• Strong leadership, communication, organizational, and customer relationship management skills.
• PMP Certification (or equivalent project management certification) required.
• ITIL 4 Foundation certification preferred.

Preferred Qualifications

Experience supporting the Social Security Administration.

Experience managing large enterprise Help Desk operations supporting thousands of users.

Experience with ServiceNow or similar ITSM platforms.

Experience utilizing workforce management and reporting tools.

Lean Six Sigma certification.

Experience leading operational transformation or continuous improvement initiatives.

Experience managing geographically dispersed teams.

Experience supporting Agile delivery environments.

Clearance Requirement:

• Willing and able to obtain and maintain Public Trust Clearance
• Must meet updated ID requirements:
  • If you do not currently meet the ID requirements outlined, you must be willing and able to update your current forms of ID in a timely manner to complete the suitability process successfully.