Program Manager

About the role

Inserso is seeking a Program Manager to lead and manage teams providing mission-critical Enterprise IT support to a federal customer. The role involves overseeing teams that deliver incident and problem coordination, network operations center support, change management, knowledge management, email and domain management, enterprise tools management, and ServiceNow support. This hybrid position requires in-office presence at least 3 days a week at the customer site in Chandler, AZ.

Responsibilities

• Serve as the liaison between Inserso, contract staff, and the customer’s Program Manager or government Contracting Officer Representative.
• Act as the principal interface for all matters relating to the execution of an awarded contract.
• Provide oversight of work prioritization to align with contract scope and customer direction.
• Support customer leadership in organizational planning and adapting to changes in goals or priorities.
• Identify, address, and resolve conflicts arising from customer or vendor directions.
• Identify, track, and mitigate program risks to minimize impacts on cost, schedule, and performance.
• Monitor and report on technical, cost, schedule, and performance metrics.
• Prepare and deliver Program Management Reviews (PMRs) and other required reports.
• Interpret and enforce policies impacting IT services.
• Create and maintain project management plans and integrated master schedules (IMSs).
• Manage the program budget, including profit and loss (P&L), to achieve financial and contractual objectives.
• Provide leadership and supervision to contractor personnel, including executive-level briefings.
• Lead delivery teams in engineering, operational, asset, and customer support functions.
• Oversee staff performance, evaluations, training, and professional growth.
• Serve as hiring manager and participate in filling team vacancies.
• Support Inserso business development activities, including past performance data calls and customer satisfaction surveys.

Requirements

• Must be a U.S. Citizen and pass the DHS Employment Eligibility Verification process.
• Master’s Degree in an IT-related discipline or equivalent work experience.
• Project Management Professional (PMP) certification.
• 5 years of experience in IT support services or relevant managerial experience.
• 10 years of experience in project management on a federal government contract or within a federal government environment.
• Capable of obtaining and maintaining Top Secret (TS) / Sensitive Compartmented Information (SCI) security clearance.
• Strong attention to detail and ability to follow tasks through to completion.
• Excellent written and verbal communication skills.

Preferred Qualifications

• ITIL4 or higher certification.
• Active DoD Top Secret or higher security clearance with a successfully completed DoD T5 investigation.
• Experience leading a network operations or IT infrastructure monitoring team.
• Experience using ITSM systems, such as ServiceNow.
• Experience supporting Department of Homeland Security or Department of Defense customers.
• Experience managing a remote workforce across 4 or more locations.

Schedule

Hybrid schedule requiring in-office presence at least 3 days a week at the customer site in Chandler, AZ.

Physical and Mental Requirements

• Ability to effectively communicate with customers, stakeholders, and technical specialists.