Program Manager

Cayuse Holdings • Albuquerque, NM

14d

About The Position

The Program Manager plans, executes, and oversees programs aligned with organizational objectives and client requirements. The role leads coordination across teams, manages resources, and ensures deliverables meet performance standards while addressing strategic priorities and maintaining compliance with policies, timelines, budgets, and client expectations. The position supports Cayuse’s values of Innovation, Excellence, Collaboration, Adaptability, and Integrity by fostering technical solutions, teamwork, and quality deliverables.

The Program Manager directs contract performance for IT services and manages a dispersed team of on-site IT technicians supporting BOS and ERC locations nationwide. The role monitors daily ticket resolution and service-level performance, coordinates operational check-ins and resources, and serves as the primary decision-maker for escalations, incident response, and urgent resource reallocation. The Program Manager also works with ERC leads and Field Support Managers to prioritize tasks, improve operational readiness, identify bottlenecks, and propose process improvements.

The position requires a bachelor’s degree or higher in a relevant field, at least five years of relevant IT program management experience, familiarity with federal IT contracts, proficiency with ticketing and knowledge-based platforms, and the ability to obtain and maintain a favorable adjudicated NACI. The role is based in a professional office environment, with the ability to work onsite in the main office. Flexible scheduling, holidays, travel, or work outside normal business hours may be requested.

Requirements

• Bachelor’s degree or higher in IT, Computer Science, Business Administration, Project Management, or a closely related field.
• At least 5 years of relevant IT program management experience.
• Familiarity with federal IT contracts.
• Proficiency with ticketing and knowledge-based platforms.
• Must obtain and maintain a favorable adjudicated NACI (National Agency Check with Inquiries).
• Must pass a background check; additional project- or client-required background checks may apply during employment.
• Exceptional interpersonal, verbal, and written communication skills.
• Strong organizational, analytical, and problem-solving skills, with high attention to detail.
• Ability to multitask and prioritize in a fast-paced environment with changing priorities; adaptability and ability to learn quickly.
• Self-motivated, able to work independently and as part of a multifunctional team.
• Ability to handle sensitive and confidential information appropriately.
• Proficiency in MS Office, Word, Outlook, PowerPoint, and Excel.
• Ability to lead daily stand-ups, prepare executive-level reports, engage with Government Technical Monitors (GTMs) and CORs, and maintain positive customer relations in high-visibility, mission-critical settings.
• Advanced proficiency in IT service management tools.
• Strong project and program management skills, including resource allocation, risk management, stakeholder coordination, and process improvement.
• Excellent leadership and team management abilities.
• Cultural competency and sensitivity to work effectively in tribal communities and environments.
• Ability to work onsite in the main office and establish a productive, professional workspace.
• Physical and mental ability to perform duties for extended periods; ability to use a computer and office productivity tools at the speed required; ability to sit for long periods while looking at a computer screen.
• May be asked to work a flexible schedule, including holidays, travel for business or professional development, or work outside normal business hours.

Nice To Haves

• PMP certification.
• ITIL certification.

Responsibilities

• Direct and coordinate all aspects of contract performance to ensure IT services meet quality, timeliness, and compliance standards.
• Manage a dispersed team of on-site IT technicians providing field support to BOS and ERC locations nationwide.
• Monitor daily ticket resolution and performance metrics to ensure service-level agreements are consistently met.
• Conduct operational check-ins to prioritize incidents and allocate resources across geographically dispersed locations.
• Make decisions on issue escalation, incident response, and resource reallocation to address urgent service needs.
• Collaborate with ERC leads and Field Support Managers to prioritize tasks and complete service requests efficiently.
• Identify operational bottlenecks and propose solutions or process improvements to sustain performance.
• Perform other duties as assigned.

Benefits

• Medical, dental, and vision insurance.
• Wellness Program.
• Flexible Spending Accounts for healthcare, dependent care, and commuter expenses.
• Short-term and long-term disability options.
• Company-provided basic life and AD&D insurance.
• Voluntary life and AD&D options.
• 401(k) Retirement Savings Plan with matching after one year.
• Paid Time Off.

What This Job Offers

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