IT Program Manager – Help Desk Integration presso Centric Consulting

IT Program Manager - Help Desk Integration 

Job Level: W2T Consultant 

Job Location: Hybrid/Travel 

Travel Expectations: Up to 10% on average

Job Classification: Temporary (W2T)  

Join Centric Consulting – A Culture You’ll Love 

At Centric Consulting, we've cultivated a unique approach to business.  Our business is built on three fundamental principles: Enjoy the people you work with, have fun, and do great work. These principles define our consulting model and have crafted one of the most vibrant cultures in the consulting industry – celebrating individuals, collaboration, and lifelong friendships.  

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.

In this role, you will: 

• 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.

Who You Are: 

• 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. PMP, PgMP, or ITIL certifications strongly preferred.

ADDITIONAL DETAILS: Will be required to go on-site a couple of days a month

Total Rewards:  

We proudly offer competitive compensation, and a comprehensive and well-rounded benefits package for full-time employees that have been designed to nourish your well-being. Benefits offered include health, dental & vision coverage, 401(k) with company match, life insurance, self-managed PTO, paid holidays, parental leave, and other unique incentives that celebrate your accomplishments. We also offer access to many voluntary benefits such as Flexible Spending Accounts, Critical Illness, Hospital Indemnity, Legal Services, as well as discounts on home, auto and pet insurance       

• Remote and Hybrid Work
• Time Off When You Need It
• Benefits That Flex
• Professional Development  

While benefits eligibility may vary for roles that are non full-time, we provide unique opportunities for growth, skill development, and more.  Regardless of your role, you’ll be part of a collaborative environment where every team member contributes to our shared success.  

Who We Are: 

Founded in 1999 with a remote workforce, we combine the benefits of experience, flexibility, and cost efficiency to create tailored solutions centered on what’s best for businesses.  Now numbering more than 1,400 employees in the U.S. and India, we’re committed to solving clients’ toughest problems and delivering on our mission of providing unmatched experiences.   

Our purpose at Centric Consulting is to bring unmatched experiences to clients and employees. These aren't just words we use — it's how we became a company and who we are today. Providing an unmatched experience means we approach each other as human beings and lead with empathy and humility. It means we work diligently to ensure we are a place where everyone can create a sense of belonging and feel respected for who they are.  

What Makes Centric a Great Place to Work? 

We know that creating and sustaining an authentically welcoming culture requires that we all play a part in promoting diversity, equity, and inclusion, from our business practice to how we show up for employees and communities. This is how we bring our mission and core values to life, working together to provide the highest quality services to our clients while allowing our employees to reach their full potential.  We are proud to be an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veterans’ status, or any other characteristic protected by federal, state, or local laws.  

Reasonable accommodations are available for candidates during all aspects of the selection process. Please advise the talent acquisition team if you require accommodations during the application or interview process.