Program Manager

Edgewater Federal Solutions, Inc. • Lemont, IL

2d

About The Position

Edgewater Federal Solutions seeks an experienced Program Manager (PM) to lead a comprehensive IT-managed services contract supporting mission-critical operations at a Department of Energy (DOE) national laboratory. The PM will oversee the successful delivery of multi-tier service desk support services, deskside support, desktop engineering support, Cybersecurity support, Audio-Visual (AV) and Video Teleconferencing (VTC) support, application support, and IT process improvement. This role requires strategic leadership, operational excellence, and collaboration with government stakeholders. The PM will report to the Edgewater Director of Client Delivery assigned to the customer account/contract.

Requirements

• Bachelor’s degree in information technology, Computer Science, Business Management, or a related field preferred, experience may be considered in place of degree
• Program Management Professional (PMP) certification or equivalent desired.
• 10+ years of experience managing complex IT service delivery programs, with 5+ years in a leadership role overseeing multiple service areas.
• Strong understanding of end user services operations, cybersecurity principles, AV/VTC technologies, and IT service management (ITSM).
• Demonstrated ability to manage diverse teams and foster a culture of high performance.
• Exceptional communication, stakeholder engagement, and problem-solving skills.

Nice To Haves

• Experience supporting a DOE Laboratory.
• Information Technology Infrastructure Library (ITIL v4) certification.
• Familiarity with ITSM tools such as an ACD, ServiceNow, FreshService or equivalent ITSM platforms.

Responsibilities

• Provide strategic direction and leadership for the managed services program, ensuring alignment with the laboratory’s core values and the requirements set forth in the Statement of Work (SOW).
• Act as the primary point of contact for the laboratory’s leadership, facilitating communication and collaboration between the customer leadership and the managed services team and Edgewater leadership.
• Oversee the execution of service delivery across all functional areas, including End User Services (service desk and deskside support), AV/VTC Support, Cyber Support, and Desktop Engineering and Application Support.
• Ensure compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), providing regular reports and analysis to key stakeholders.
• Implement continual service improvement processes, leveraging industry best practices to enhance service quality and efficiency.
• Facilitate regular governance meetings, including Operational, Performance, and Executive Governance sessions, to discuss service performance, issues, and opportunities for improvement.
• Identify and manage risks associated with service delivery, implementing mitigation strategies to minimize impact on operations.
• Drive continuous improvement initiatives, identifying opportunities to optimize processes and enhance service delivery and provide value to the customer.
• Manage day-to-day contract operations, staffing, budgeting, reporting, and risk management.
• Collaborate with and report operational status to the Edgewater Client Director. Assist with strategic planning and service improvement opportunities that arise.
• Lead a diverse, multi-disciplinary team of IT professionals, ensuring service excellence and staff development.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager