IT Service Desk Technology Program Manager

Peraton-posted 2 months ago
$112,000 - $179,000/Yr
Full-time
Washington, DC
Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services
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The Defense Mission and Health Solutions team, Benefits, Claims & Integrity Solutions Operating Unit seeks an experienced Technology Program Manager to lead a large IT Service Desk and Engineering Support Program for a major federal government agency located in Washington, DC. This role leads an onsite team in Washington, DC and remote staff at regional offices. The successful candidate will be responsible for overseeing program execution and driving technical innovation as a key customer partner. The selected candidate will also drive growth efforts in support of broader Peraton business development efforts and will participate in business and proposal operations.

  • Oversight of program execution as the primary interface with the leads and directs all Contractor personnel in the execution of all tasks related to program and project management, transition, IT financial management services, communication, and training services.
  • Serves as the primary point-of-contact to the Government for all contract, scope, performance, and execution matters and coordinates with all service area IT Project Managers.
  • Oversees the execution of all program tasks in a manner consistent with the service level agreements as well as industry best practices and execution standards.
  • Oversees reporting of performance and execution data and information on a periodic basis and addresses Government questions and concerns as the representative of the Contractor.
  • Manages/leads all Contractor staff ensuring proper execution of tasks, completion of work assignments, and professionalism always.
  • Oversees the invoicing process ensuring all invoices are submitted in a timely and accurate manner.
  • Mentor, enable and leverage key program leaders' technical expertise to most effectively support the customer's execution of mission success.
  • Manage the program budget and collaborate with key customer and business personnel to maintain awareness of program financial status and proactively discuss risks and opportunities.
  • Develop and mature key relationships across the customer organization.
  • Develop and manage program standards and methods related to a performance measurement framework which focuses upon key performance indicators (KPIs).
  • Develop and deliver required contractual and business reporting in a timely manner.
  • Encourage and drive innovation, diversity initiatives and inclusion throughout the program.
  • Ensure full awareness of program recruitment efforts and drive retention initiatives.
  • Maintain aggressive efforts to achieve business objectives.
  • 10 + years of experience in project/program management, including demonstrated successful experience complex programs and providing financial oversight, innovative solutioning, and risk and opportunity attentiveness.
  • Current Project Management Institute (PMI®) Project Management Professional (PMP®) certification or Federal Acquisition Certification for Program and Project Managers (FAC-P/PM) Senior Level (Level III) certification.
  • Demonstrated organizational skills and the willingness and ability to adapt to dynamic and unexpected customer and/or business requirements.
  • Experience implementing SLAs and performance metrics on a contract of similar size, scope, and complexity.
  • Experience with facilitating/coordinating cross-functional teams to develop, deliver, operationalize, document, and support solutions.
  • Experience with developing and managing a customer-focused continuous improvement program.
  • Must be a US Citizen and have the ability to obtain a High-Risk position of Public Trust Clearance.
  • Must be able to sit onsite at our customer site in Washington DC at least 3 days a week.
  • Experience operating an IT service desk operations that includes Tiers 1 through 3, and experience with driving critical service desk functions and tools.
  • ITIL v4 Foundation Certification.
  • Bachelors or Masters Degree.
  • Prior experience working with Health and Human Services, CMS, NIH or another Health Agency.
  • High-level understanding of Zero Trust as well as familiarity with the following systems and environments.
  • Ability to develop and execute project plans and have experience executing on government driving projects, such as network infrastructure upgrades, security enhancements, laptop migrations, etc.
  • Experience with user outreach communications - development, distribution, and promoting readability and user engagement.
  • High-level understanding of IT Network Infrastructure, ideally experience with managing a program or team of engineers who successfully migrated a mainframe or on-premise environment to a cloud-based environment, such as Azure or AWS.
  • High-level understanding of Tier 3 IT Operations and Maintenance activities, such as patching, server, router, storage, modem, or other equipment installs, troubleshooting outages, Firewall and VPN maintenance, network security, directory services, multi-functional device (MFD) support, and more.
  • Management of IT Asset management lifecycle - asset tagging, inventory maintenance, equipment deployments and collection, equipment sanitization, and end-user collaboration.
  • Knowledge of Microsoft Office 365 products and services.
  • Salary range: $112,000 - $179,000, determined by various factors including experience, education, and geographic location.
  • Eligibility for overtime, shift differential, and a discretionary bonus in addition to base pay.
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