Program Manager

EXECUTIVE 1 HOLDING COMPANY

1d•Onsite

About The Position

At HumanTouch, we bridge the gap between complex technology and the people who use it, providing specialized IT solutions that empower federal agencies. We are seeking a Program Manager, in support of a proposal for a federal agency, to lead a large-scale IT service delivery team (approx. 50+ personnel). This role is responsible for overseeing Tier 2 and Tier 3 end-user IT support within a dynamic organization of 4,000–6,000 users. The ideal candidate has deep experience in federal health or scientific environments (e.g., FDA, DOE) and a proven track record of managing complex staffing levels across multiple time zones.

Requirements

Program Management experience, specifically leading teams of 50+ personnel.
Proven experience supporting large-scale federal organizations (4,000–6,000+ users).
Extensive background managing Tier 2/3 environments involving: OS: Windows, macOS, Linux, and iOS. Software: Microsoft 365, Edge, and Chrome. Networking/Infrastructure: Wi-Fi, VPN, TCP/IP, and Virtual Desktops (VDI).
Ability to work on-site at facilities in Rockville, and other locations in Maryland, with occasional support for locations outside of the coast.

Nice To Haves

Documented experience providing IT support to scientific agencies (FDA, NRC, NSF, or DOE) preferred.
Expertise in interactive customer service and white-glove support for scientific/research communities.
Advanced knowledge of remote support tools and troubleshooting methodologies.
Ability to manage telecommuting staff while ensuring seamless daily in-person interaction and mission fulfillment

Responsibilities

Operational Leadership: Direct the delivery of Tier 2 and Tier 3 IT support services, ensuring a high-touch, "customer-first" approach to technical troubleshooting.
Strategic Staffing: Manage a 50-person multidisciplinary team, overseeing staffing levels, performance metrics, and professional development in a fast-paced, high-demand environment.
Multi-Site Oversight: Coordinate support across multiple geographic locations and time zones, including facilities in Maryland and Montana.
Technical Stewardship: Ensure the team maintains expert-level proficiency across a diverse technical stack, including Windows, macOS, Linux, iOS, Microsoft 365, and advanced networking (VPN, TCP/IP).
Client Relationship Management: Act as the primary point of contact for Government stakeholders, ensuring alignment with Task Order requirements and BPA standards.
Performance Excellence: Monitor service level agreements (SLAs) and implement remote support tools and virtual desktop solutions to optimize end-user experience.