Program Management Specialist
About The Position
Everforth ECS Federal is seeking a highly motivated and detail-oriented Program Management Specialist to support operational oversight, service delivery management, and data quality assurance within a fast-paced IT environment in our Huntsville, AL office. This role combines responsibilities traditionally associated with an IT Operations Manager and a Data Quality Assurance Lead, requiring strong analytical skills, operational leadership, and a continuous improvement mindset. The ideal candidate will have experience managing IT operational processes, monitoring performance metrics, ensuring compliance with organizational standards, and driving data accuracy and reporting integrity across multiple teams and systems.
Requirements
- Must have a current Top-Secret Clearance with the capability of obtaining SCI / CI-Poly if needed to meet contract requirements.
- Bachelor’s degree in Information Technology, Business Administration, Management, or a related field; equivalent experience may be considered.
- 3+ years of experience in quality assurance, service delivery, or operational leadership in an IT call center, service desk, or contact center environment.
- 3+ years of leadership experience managing quality teams or operational improvement programs.
- Experience working in a fast-paced operational or help desk environment.
- Experience developing and managing KPIs, SLAs, QA scorecards, and performance dashboards.
- Experience conducting audits, root cause analysis, and corrective action management.
- Strong analytical, organizational, and problem-solving skills.
- Proficiency with Microsoft Office Suite, especially Excel, Word, and PowerPoint.
- Excellent written and verbal communication skills.
- Ability to manage multiple priorities and work independently with minimal supervision.
Responsibilities
- Oversee day-to-day IT operational activities to ensure continuous service delivery and operational stability.
- Monitor operational performance, ticket queues, escalations, SLAs, and staffing coverage to ensure contractual and organizational requirements are met.
- Coordinate with internal teams, stakeholders, and leadership to resolve operational issues and improve service performance.
- Develop and maintain operational procedures, workflows, and standard operating procedures (SOPs).
- Support incident management, outage coordination, and service restoration activities.
- Analyze operational trends and identify opportunities for process improvement, automation, and increased efficiency.
- Prepare operational reports, dashboards, and executive summaries for leadership review.
- Assist with workforce management activities, including scheduling, staffing coordination, and performance tracking.
- Support audits, compliance initiatives, and operational readiness efforts.
- Perform quality assurance reviews of operational data, reports, tickets, and documentation to ensure accuracy and completeness.
- Develop and maintain quality assurance processes, scorecards, and reporting standards.
- Identify data inconsistencies, reporting gaps, and process deficiencies, and recommend corrective actions.
- Conduct trend analysis and quality reviews to improve overall data integrity and operational reporting.
- Validate compliance with organizational policies, contractual requirements, and established procedures.
- Collaborate with leadership to establish performance metrics and quality benchmarks.
- Provide feedback, coaching recommendations, and process improvement suggestions based on QA findings.
- Maintain documentation related to quality assurance reviews, corrective actions, and performance metrics.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
