Help Desk Program Manager with Active Secret Clearance - Onsite in El Paso, TX

Job description

100% Onsite in El Paso, TX Active Secret Clearance is required Required Certifications (Must be current): CompTIA Security+ CompTIA A+ Windows Computing Environment Certification (Windows 10/11 or equivalent) Microsoft Certification (Windows 10 or similar) Overview: We are seeking an experienced Program Manager to lead IT Help Desk operations supporting a federal client in a secure, mission-driven environment. This role is responsible for ensuring reliable, responsive IT support for a mixed workforce while maintaining compliance with federal standards. This is a high-visibility role where strong leadership and consistent service delivery directly impact daily operations. What You’ll Do: - Serve as the primary point of contact for contract operations and client stakeholders - Oversee IT help desk support for a 250+ user environment - Ensure timely resolution of service tickets across desktop, network, and peripheral systems - Lead and manage help desk personnel, including a Lead Technician and support staff - Monitor performance metrics, service levels, and user satisfaction - Ensure compliance with federal and contract requirements - Coordinate staffing, scheduling, and continuity...