About the position
The Program Lead for HQSU/ISU will manage and oversee all contractor IT specialists assigned to the JEH Headquarters facility in Washington, DC and all off-sites serviced by HQSU, as well as all contractor staff assigned to ISU (currently at the Woodies Building, Washington, DC). The Program Lead for QSU/RCXU will manage and oversee all contractor IT specialists assigned to the Quantico, VA facility and all off-sites serviced by QSU, as well as all contractor staff assigned to RCXU, Redstone Arsenal, Huntsville, AL. The Program leads will plan, staff, interview, select, evaluate, train, monitor, and direct the contractor staff supporting HQSU, QSU, ISU, and RCXU. Will manage and oversee staff ticket closure rates, performance related Service Level Agreements (SLA), compiling reports on performance metrics to monitor or increase staff performance, ensure SLAs are met and exceeded, and will provide metrics and reports to FBI Managers. Responsible for monitoring the FBI's ticketing system to identify any trends or inconsistencies, providing detailed reports to management. Responsible for providing direction, guidance, and support to staff. Responsible for encouraging, rewarding, and motivating staff to recognize and document process improvements. Responsible for building and maintaining strong relationships with HQSU, QSU, ISU, and RCXU management and personnel, staff, customers and end-users. Responsible for customer support on all three enterprise network enclaves (Unet, FBINet and SCINet). Responsible for knowing and sharing in depth knowledge and experience of Department of Justice (DOJ)/FBI rules, regulations and procedures as well as the customers priorities, goals, and objectives.
Responsibilities
- Acts as a team leader, monitors tasks, keeps the project manager informed of project status.
- Responsible for day-to-day management of the IT contract.
- Provides administrative and technical direction to employees.
- Recruits, hires, terminates personnel as necessary.
- Ensures all contract requirements are performed in a way that maintains security integrity at all levels and at all times.
- Works with the Program Manager to ensure all contract deliverables are accurate and delivered correctly and on time.
- All required support services are efficiently and effectively managed at the designated places of performance.
- All assigned tasks are performed promptly and correctly, work is performed on time.
- Ensure all required documentation is created in accordance with FBI procedures.
- Establishes improved procedures and controls where necessary to improve efficiency.
- Maintains a courteous, professional appearance and demeanor. Provides excellent customer service at all times, and ensures all employees do the same.
- Exhibit excellent communication skills, frequently keeping the customer representative informed of personnel status, activities, and any issues.
- Collaborates with management and government staff on a daily basis to ensure projects and tasks are completed successfully and on time.
- Exhibits excellent technical skills, communication skills, and customer service skills.
Requirements
- Minimum of 7 years of experience in Information Technology.
- Minimum of 3 years of experience in a management position.
- TS clearance required.
Nice-to-haves
- BA/BS in Computer Science, Mathematics, Business Administration, Management.
