Program Manager

T and T Consulting Services Inc • Brunswick, GA

4h

About The Position

This prospective contract opportunity supports the Federal Law Enforcement Training Centers (FLETC) mission by providing enterprise-wide Information Technology Delivery and Operations Support Services (IT DOSS). The effort encompasses a broad range of IT services required to sustain, secure, and modernize FLETC’s training and operational environments across its headquarters and training delivery points. Services span application support, server and data center operations, network and transport infrastructure, cybersecurity and operations center monitoring, IT service management, end-user computing, audiovisual and collaboration technologies, database and storage administration, and program management support. The project emphasizes reliable day-to-day operations, rapid incident response to protect training continuity, and continual service improvement aligned with ITIL-based service management practices, while supporting evolving mission needs through scalable and integrated IT solutions.

Requirements

• Demonstrated ability to lead multi-team IT operations and service delivery in a performance-based environment, while maintaining consistent governance and accountability.
• Strong operational leadership across incident response coordination, service restoration communications, and cross-team prioritization during high tempo periods.
• Proven ability to produce and maintain risk and opportunity management documentation, and to translate risks into executable mitigation plans.
• Demonstrated budget management experience, including planning and controlling delivery within assigned budgets while meeting performance commitments.
• Ability to develop business cases and strategic planning artifacts that support service improvement decisions and future-state roadmap development.
• Strong written communication skills for executive reporting, stakeholder briefings, and formal deliverable documentation.
• Working understanding of IT Service Management principles and how ITSM tooling supports consistent delivery, reporting, and accountability.
• Minimum 4-year degree with a major in engineering, system management, business administration, and/or related field.
• At least 7 years of experience in IT program or project management.

Nice To Haves

• Experience leading IT services in a training-mission environment where classroom uptime, rapid response support, and mission continuity are highly visible.
• Familiarity with ITIL-aligned process development and operational maturity models, especially as applied to incident, problem, change, asset, and knowledge management.
• Experience overseeing service desk operations using an enterprise ticketing platform, with emphasis on documentation quality and escalation discipline.

Responsibilities

• Lead overall contract execution across all IT DOSS task areas, ensuring delivery aligns to mission priorities, operational needs, and Government direction.
• Establish and run program governance including weekly and monthly status reporting, risk and issue management workflows, and decision-support briefings for Government stakeholders.
• Develop and maintain program artifacts that demonstrate control of performance-based service delivery, including service-level tracking, trend analysis, and corrective action planning.
• Manage staffing plans and personnel management processes, including key personnel backfill planning, interim coverage execution, and replacement timelines when departures occur.
• Coordinate integrated delivery across service towers, ensuring service desk, ITSM platform administration, infrastructure engineering, cybersecurity operations, and end-user support teams operate as a unified delivery organization.
• Oversee change coordination across infrastructure and service management processes, ensuring operational impacts are understood, communications are issued, and rollouts are executed with minimal disruption.
• Lead customer-facing communications and stakeholder management for outages, major incidents, planned maintenance, and service improvement initiatives.
• Ensure knowledge management practices are executed, including capturing recurring resolutions, publishing procedures, and reducing knowledge silos that impact continuity of operations.
• Direct development and distribution of weekly, monthly, and ad hoc program reports, including editing, formatting, and ensuring accuracy of operational metrics and narrative summaries.
• Own budget management and cost control across assigned service areas, ensuring resources align to mission priorities and delivery commitments.

Benefits

• Competitive benefits package including health, dental, vision, life insurance coverage, 401(k) plan, training programs, accrued paid time off (PTO), performance based monthly & quarterly awards, paid holidays and customer kudo rewards.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 51-100 employees