Program Manager

About the Role

The Program Manager (PM) serves as the primary point of contact between the contractor and the Government's Office of the Chief Information Officer (OCIO). This role is responsible for the overall planning, execution, management, and oversight of Tier 1 Help Desk, Tier 2 End User Support, Tier 3 Infrastructure Engineering, and related operational support services. The PM ensures services are delivered in compliance with contract requirements, Service Level Agreements (SLAs), Operational Level Agreements (OLAs), quality standards, federal security requirements, and Government mission objectives.

The PM provides strategic leadership, operational governance, workforce management, risk management, continuous service improvement, and customer engagement while maintaining a secure, reliable, and scalable IT support environment.

Responsibilities

• Program Leadership and Contract Management
  • Serve as the senior contractor representative and primary liaison to Government leadership, Contracting Officer (CO), and Contracting Officer's Representative (COR).
  • Provide overall management and direction for all contract personnel supporting Tier 1, Tier 2, and Tier 3 operations.
  • Ensure contract compliance with all performance requirements, deliverables, and service levels.
  • Develop and maintain program management plans, staffing plans, transition plans, quality control plans, and risk management processes.
  • Lead recurring program reviews, status meetings, executive briefings, and performance reviews with Government stakeholders.
  • Manage contract risks, issues, dependencies, and corrective action plans.
• Service Delivery Oversight
  • Oversee delivery of Tier 1 Help Desk operations, including incident management, service request fulfillment, escalation management, and customer support.
  • Direct Tier 2 End User Support activities including workstation support, device management, software deployment, and field support operations.
  • Provide executive oversight of Tier 3 infrastructure engineering, including server, network, cloud, platform, and systems administration services.
  • Ensure effective coordination and escalation workflows among all support tiers.
  • Monitor operational performance to ensure adherence to SLA, OLA, and quality objectives.
  • Support infrastructure provisioning and operational support activities for application teams and OCIO stakeholders.
• Quality Assurance and Performance Management
  • Implement and maintain the Quality Control Plan (QCP).
  • Establish and monitor performance indicators, service metrics, and operational dashboards.
  • Conduct performance reviews and service trend analyses.
  • Ensure deficiencies are identified, documented, tracked, and resolved.
  • Oversee continuous improvement initiatives focused on service quality, operational efficiency, automation, and user satisfaction.
  • Ensure lessons learned are incorporated into operational procedures and knowledge management processes.
• Staffing and Personnel Management
  • Recruit, hire, onboard, retain, and manage qualified personnel.
  • Ensure adequate staffing levels are maintained across all support tiers.
  • Manage employee performance, training, mentoring, and professional development.
  • Coordinate personnel security processing, onboarding requirements, and workforce continuity planning.
  • Develop succession plans and contingency staffing strategies to ensure uninterrupted service delivery.
• Security, Compliance, and Governance
  • Ensure compliance with security policies, federal regulations, and contract requirements.
  • Support audits, assessments, inspections, and compliance reviews.
  • Oversee implementation of cybersecurity, configuration management, change management, and operational governance processes.
  • Ensure personnel maintain required background investigations and access authorizations.
  • Coordinate response activities related to security incidents, continuity events, and operational disruptions.
• Reporting and Communications
  • Prepare and submit required weekly, monthly, and ad hoc status reports.
  • Present operational performance, risks, staffing status, quality metrics, and improvement initiatives to Government leadership.
  • Maintain transparent communication with stakeholders regarding service delivery performance.
  • Facilitate collaboration among Government personnel, contractors, vendors, and support partners.

Requirements

• Minimum 10 years of experience managing enterprise IT operations, infrastructure support, service desk operations, or managed services programs.
• Minimum 5 years of experience managing federal government IT support contracts of similar scope and complexity.
• Demonstrated experience managing geographically dispersed teams supporting help desk, desktop support, systems administration, network operations, and cloud infrastructure.
• Experience leading transition activities, workforce management, and service delivery modernization initiatives.

Skills

• Technical Knowledge
  • Thorough understanding of ITIL-based service management processes, including incidents, problems, change, configuration, asset, and service request management.
  • Understanding of enterprise infrastructure environments, including:
    • Microsoft Windows Server environments
    • Active Directory and identity management
    • Network infrastructure and operations
    • Cloud platforms and infrastructure services
    • Endpoint management technologies
    • Monitoring and event management systems
  • Experience with ServiceNow or comparable ITSM platforms.
  • Familiarity with cybersecurity best practices, federal compliance frameworks, and operational resilience requirements.
  • Experience developing and managing SLA- and KPI-driven operational environments.
• Preferred Certifications
  • PMP (Project Management Professional)
  • ITIL 4 Foundation or higher
  • Certified Scrum Master (CSM)
  • CISSP, Security+, or equivalent information security certification
• Soft Skills
  • Exceptional leadership and team-building abilities.
  • Strong customer service and stakeholder engagement skills.
  • Excellent verbal, written, and presentation communication skills.
  • Executive-level briefing and reporting capability.
  • Strong conflict resolution and negotiation skills.
  • Ability to manage multiple priorities in a dynamic operational environment.
  • Proven ability to lead cross-functional technical teams.
  • Strategic thinking with a focus on continuous improvement and operational excellence.

Benefits

• Medical, Dental, and Vision coverage
• Accidental Death & Dismemberment (AD&D) insurance
• Short-Term Disability (STD) and Long-Term Disability (LTD) insurance
• Company-paid Life Insurance
• 401k with employer contribution
• Paid Time Off
• Pet Insurance