Program Manager

About the role

The Program/Contract Manager serves as the contractor's authorized operational lead for the DHA Network Engineers and Specialists Support requirement. The role is responsible for managing performance of enterprise and MTF local-site IT support, touch labor, transition into the integrated EITSI support model, contract execution, staffing, reporting, risk management, quality control, and day-to-day Government coordination.

Responsibilities

• Serve as the contractor's principal management interface with the CO, COR, Government technical leads, DHA Network Modernization Branch, MTF stakeholders, EITSI, CSPs, GSPs, service desk, cybersecurity, and incumbent/successor contractors.
• Serve as the primary interface with DHA J6 leadership, to include leading the transition-in effort, including staffing ramp, CAC/GFE coordination, onboarding, training, GFI/GFE transfer, documentation review, historic data transition, network discovery coordination, and readiness to meet full performance requirements.
• Manage a distributed services model that balances centralized governance, high-level technical support, remote-first triage, on-site/near-site support, on-call rotation, and dispatch in accordance with SLA timelines.
• Own staffing execution for CONUS and OCONUS locations, including recruiting, retention, replacement planning, surge support, unstaffed-site coverage, reporting chains, and continuity during turnover or emergency operations.
• Oversee implementation of quality control, self-inspection, performance surveillance, issue prevention, nonrecurrence, and monthly reporting aligned to the QCP, QASP, MPR, CMR, Contingency Operations Plan, and other CDRLs.
• Ensure contractor support for Government-led RMF/ATO activities, including security configuration implementation, STIG/IAVA remediation coordination, scan-result delivery, technical documentation, network diagrams, hardware/software lists, and vulnerability remediation support.
• Drive enterprise change enablement, configuration control, incident escalation, ticket accuracy, time-per-task documentation, SLA performance, lessons learned, and continuous service improvement across the DHA ITSM environment.
• Maintain compliance with DHA onboarding/offboarding, CAC, key control, personnel security, contractor identification, NDA, CUI/PII/PHI, HIPAA, and Government facility access requirements.
• Prepare and brief operational status, risks, mitigation plans, schedule performance, staffing status, customer satisfaction trends, LAN/WAN performance, downtime, circuit changes, asset status, and Government action items.

Qualifications

• An active DoD Secret clearance is required for consideration.
• A bachelor's degree in information technology, Computer Science, Engineering, Business, Program Management, or related field; equivalent senior operational leadership experience may be considered where allowed by the solicitation and labor-category mapping.
• At least ten years of progressively responsible IT operations, network operations, infrastructure sustainment, service delivery, or program/contract management experience, including five years leading multi-site federal or DoD IT teams.
• Demonstrated experience managing LAN/WLAN/WAN sustainment, enterprise operations, field services, touch labor, or distributed IT support across CONUS and/or OCONUS environments.
• Knowledge of DoD/DHA cybersecurity, privacy, and network operations policy, including RMF/ATO support under DoDI 8510.01, DoDI 8500.01 cybersecurity, STIG/IAVA remediation, CUI/PII/PHI handling, and HIPAA-related health information requirements.
• Experience managing ITSM-based operations, including incident, problem, change, request, asset, service-level, escalation, and reporting processes in ServiceNow or a comparable enterprise ticketing platform.
• Ability to lead staffing, schedule, quality, risk, transition, performance reporting, subcontractor coordination, and Government-facing communications in a Firm-Fixed Price services environment.
• Excellent written and verbal communication skills, including the ability to brief senior Government personnel, medical stakeholders, technical teams, and contracting officials.

Preferred Qualifications

• PMP ITIL 4 Managing Professional/Strategist, CISSP, CISM, or equivalent senior service delivery credentials.
• Recent DHA, MHS, MTF, MedCOI, EITSI, DoD healthcare, or Defense Health Enterprise IT experience.
• Experience managing transition from site-specific support models to integrated enterprise services, including service standardization, process adoption, and measurable staffing efficiencies over time.
• Experience with OCONUS staffing/logistics, JTR travel controls, Overseas Housing Allowance assumptions, country clearance coordination, and theater-specific staffing risk management.
• Prior experience with SolarWinds/Orion, ARMIS, Ansible, ServiceNow, CMDB/ITAM, RMF/eMASS support, and SLA dashboards.
• Demonstrated ability to produce proposal-ready and contract-ready artifacts: transition plans, QCPs, contingency plans, staffing plans, monthly progress reports, escalation matrices, and performance improvement plans.