Program Management Office (Pmo) Lead

Empower AI•Quantico, VA

2d•Hybrid

About The Position

Empower AI is seeking a Program Management Office (PMO) Lead to run the program office for an enterprise IT Customer Support Services program supporting a Department of War agency and approximately 13,000 users across NIPRNet, SIPRNet, and JWICS enclaves. The role reports to the Program Manager and coordinates all Task 1 activities, covering IT Service Management, Customer Experience, PMO, and Service Management Operations. The PMO Lead owns contract deliverables from intake through Government acceptance and serves as the principal coordination point among program leadership, functional leads, the quality analyst, and Government representatives. The position is hybrid, based at the Russell-Knox Building in Quantico, Virginia, with remote-work eligibility and up to 10% travel. The PMO Lead coordinates Task 1 outcomes with Tasks 2 through 15; manages contract deliverables, reporting, governance, work intake, task-order actions, and program plans; and supports staffing, performance reporting, CPARS and award-fee preparation, and subcontractor coordination. The role also identifies quality and schedule risks, recommends corrective actions, and improves PMO practices in alignment with ITIL 4 and ISO/IEC 20000-1. The position requires availability from 8:00 a.m. to 5:00 p.m. ET, Monday through Friday, except Federal holidays, and on-site work in Quantico as required.

Requirements

Bachelor’s degree and at least 8 years of related experience; a Master’s degree with 6 years of related experience may be substituted.
U.S. citizenship.
Active Secret Security Clearance.
Experience in a PMO or deliverables-management function on a DoD or federal IT services contract of similar size, scope, and complexity, including performance-based contracts evaluated against PRS/QASP with recurring deliverables.
Demonstrated experience managing a contract deliverables schedule end to end, from intake and assignment through review, approval, submission, and Government acceptance, with a record of on-time, first-time-accepted submissions.
Experience coordinating cross-functional technical teams and subcontractor contributions to produce consolidated program reports and plans.
Working knowledge of ITIL 4 service management practices and IT service desk or end-user support operations.
Proficiency with Microsoft 365 (Word, Excel, PowerPoint, SharePoint, and Teams) and program tracking tools such as ServiceNow, Jira, MS Project, or Power BI.
Excellent written and verbal communication skills, including editing technical content for Government audiences; strong organizational discipline and attention to detail.
Availability from 8:00 a.m. to 5:00 p.m. ET, Monday through Friday, except Federal holidays, and ability to work on site at the Russell-Knox Building in Quantico, Virginia, as required.

Nice To Haves

Project Management Institute PMP or PgMP certification.
ITIL 4 Foundation certification or higher.
Experience on an IT Customer Support Services or enterprise service desk program using XLA-based performance measurement and AI-enabled Tier 0 self-service.
Experience with GSA Alliant 2 or similar GWAC task orders, FFP/Labor-Hour hybrid contract structures, and CPARS preparation.
Experience supporting a 60-day transition-in of a large IT support contract.
Familiarity with DoD security and compliance processes, including DD 254, visit authorization requests, and eMASS/RMF artifacts, as they affect program deliverables.

Responsibilities

Coordinate Task 1 activities across the PMO and Service Management Operations, including quality, customer-experience and reporting analysis, and Tier 0 self-service automation, integrating outcomes with Tasks 2 through 15.
Manage contract deliverables end to end, including scheduling, ownership assignment, drafting and review cycles, approval routing, Government submission, acceptance tracking, and corrective action for rejected items.
Produce or consolidate recurring contract reports, including monthly customer support activity and contract performance reports, quarterly XLA performance reports, and transition and annual plans; ensure data consistency and alignment to PRS/QASP thresholds.
Run the program governance cadence, including weekly PMO stand-ups, monthly Government program management reviews, action and risk/issue/opportunity logs, decision records, and follow-through on COR and Task Monitor requests.
Manage work intake and task-order actions, including technical direction letters, surge requests and plans, IT Capability Request coordination, and change requests; track impact assessments, approvals, and closure.
Maintain program-level plans, including the Program Management Plan, Quality Control Plan, Transition Plan, and Staffing Plan; control document versions, templates, and SharePoint/ServiceNow document repositories.
Support the Program Manager and Deputy Program Manager with staffing and onboarding coordination, performance metric roll-ups, and preparation of CPARS and award-fee narratives.
Coordinate subcontractor deliverable inputs, data calls, and schedule commitments, consolidating contributions into program-level submissions.
Act for the Deputy Program Manager on program-office matters during the Deputy’s absence and represent the PMO in Government and internal meetings as directed.
Identify process gaps, deliverable quality trends, and schedule risks; recommend corrective actions and improve PMO practices aligned to ITIL 4 and ISO/IEC 20000-1.