Program Manager - HSI

About the role

Penlink is a technology company bringing clarity to complex data for people who need it now. We partner with law enforcement agencies across the United States, offering a software solution to manage data and aid investigators solving crimes. It sounds like a lot of data and analytics, but really, it’s about improving the world and keeping safe the places we call home. Penlink is looking for a Program Manager to provide support and system administration services to a U.S. Federal government agency (the “client”) in support of Penlink software and systems. As a Program Manager and product SME specializing in Law Enforcement Technology, you will be responsible for enhancing customer usage experience with Penlink software to achieve operational success, maintaining and optimizing software systems. Your day-to-day tasks will involve active health monitoring, system optimizations, acting as liaison between field users and agency program management, and troubleshooting to ensure the seamless operation of critical law enforcement technologies. The role requires a comprehensive understanding of various networking components, security standards, and Penlink software. This position is located on-site in Lincoln, NE or Washington, D.C.

Responsibilities

• Provide Tier 2 and Tier 3 Support, serving as the primary point of contact for the client, addressing their questions and providing guidance on using Penlink software.
• Conduct proactive health monitoring and system optimizations to prevent issues and enhance system performance.
• Assist to diagnose, troubleshoot, and resolve issues related to the Penlink software, ensuring minimal downtime and operational impact.
• Document issues and associated support activities in the Penlink CRM system (Salesforce) in a timely and thorough manner.
• Determine when to escalate issues to the Penlink team, providing detailed documentation on how to recreate the issue and the troubleshooting steps taken.
• Perform routine system administrative functions including end-user management, system configuration and change management, and the application of routine updates to software and firmware, ensuring systems are up-to-date and functioning optimally.
• Act as the system administrator for the Client, taking direction from the Client, for adds/moves/changes, policy settings, assignment of credentials, and so on.
• Proactively help the Client maximize use of their Penlink SaaS licenses.
• Onboard and train agency personnel new to Penlink software to ensure effective use and adoption and increase system usage across the agency.
• Serve as a technical liaison between agency personnel and Penlink personnel as needed.
• Generate monthly reports detailing usage matrix, services rendered, and deliverables provided.
• Participate in regular program calls with clients to discuss ongoing needs, system updates, and support activities.
• Work closely with internal teams such as Development, Product Management, and Sales to communicate client feedback and contribute to the improvement of Penlink software.
• Perform investigative activities as directed by the Client.
• Assist client analysts perform their investigative duties.
• Protect Client confidentiality and abide by all Client rules regarding privacy and confidentiality.

Requirements

• Must be a United States Citizen.
• Must have ability to obtain US Government clearances.
• Must be able to travel to the DC‑metro area on a monthly basis for in‑person meetings with the Client.
• College degree in Information Technology, Computer Science, or related field or equivalent work experience.
• Excellent communication skills for effective collaboration with various stakeholders.
• Critical thinking and strong analytical skills to assist in troubleshooting processes.
• Detail‑oriented documentation skills for maintaining accurate records of configurations, changes, and troubleshooting steps.
• Minimum of three (3) years’ experience of service desk work.
• Working knowledge of Oracle Databases, SQL, Windows OS, Active Directory, cloud infrastructure (MS Azure), networking (switch, VPN, firewall), and email protocols (SMTP, POP3, IMAP, Exchange).
• Knowledge of telecommunications and CALEA standards, including 4G, 5G, CDMA, Wi‑Fi, VOIP, LTE, ETSI, T1.678, J‑STD, TPTK, FTP.
• Must be able to work 9AM‑5PM EST, Monday through Friday; after‑hours work may be required for rotating on‑call responsibilities, scheduled maintenance windows, or unplanned outages.