Program Manager

Sev1Tech

13h

About The Position

Sev1Tech is looking for a Program Manager to manage a team providing enterprise IT services for a DHS customer under a BPA. The project is focused on delivering on-site technical support for TSA users throughout the U.S. The Program Manager will be accountable for successful team resourcing, resource management, service delivery, ensuring on-time, in budget, and high quality performance on multiple task orders that will include: enterprise service desk; incident and ticket management; VIP and mission-critical support; user account management; Automated Call Distribution (ACD); first-contact resolution; ITSM tool utilization; incident ownership transfer; resident on-site support; travel and dispatch support; technology maintenance (e.g., IMAC, preventive maintenance, and break-fix repairs); network and cabinet management; asset management; specialized support; communication and collaboration services; Software Asset Management (SAM); and Continuity of Operations (COOP). The Program Manager will organize, direct, and manage task order operation support functions involving multiple complex and inter‐related project tasks in both classified and unclassified environments; manage teams of task order support personnel at multiple locations; maintain and manage the client interface at the senior levels of the client organization; meet with customer and contractor personnel to formulate and review task plans and deliverable items; ensure conformance with program task schedules and costs; establish and maintain technical and financial reports to show progress of projects to management and customers; and organize and delegate responsibilities to subordinates and oversee the successful completion of all assigned tasks.

Requirements

Bachelor's degree (preferably but not necessarily in Information Technology or a related discipline)
10+ years' experience in the federal IT contracting industry
5+ years' experience managing contracts that include user support and field site services inside the DC metro area and across the U.S.
Experience managing teams of 50+ full-time employees
Understanding of IT needs of federal and contractor staff who provide technical support at airports and airport adjacent facilities
Proven record providing direction, management, and oversight of technical staff and support personnel
Strong problem-solving and analytical skills
Proven record in managing budgets and allocating staff to meet customer priorities
Proven record in developing, maintaining, and reviewing project plans, WBSs, and schedules
Proven record in assisting clients in meeting their mission goals and the needs of their own customers
Excellent communication skills, including the ability to interact effectively with customers at all levels
Strong skills presenting status and decision-support information clearly and concisely for customers
Proven record facilitating/presenting results of research into evolving technologies that enable efficiencies
Success managing projects/programs requiring seamless transitions from engineering to operations
Demonstrated record maintaining visibility into and making customers aware of resource usage
Demonstrated record making adjustments to resource usage based on customer priorities
Experience with ITSM
Experience with federal security requirements, standards, and solutions
Current understanding of user support best practices
Experience with metric, SLA, and SLO development, visualizations (e.g., via Dashboards), and associated reporting
Eligibility for Entry on Duty clearance/Ability to Obtain Secret Level Clearance
PMP (Project Management Professional)

Nice To Haves

Experience managing and or performing on a contract for DHS TSA
ITIL Certification
Service Desk/Help Desk certifications

Responsibilities

Providing direction, guidance, and oversight to task order managers, project managers, and program support staff
Managing resources across multiple TOs, including budget forecasting and staff utilization
Ensuring a clear understanding of roles and responsibilities and that the right people are in the right roles
Inculcating and reinforcing a culture of customer and mission focused delivery
Aligning customer and contractor team expectations
Creating a collaborative, responsive, and supportive team environment
Making sure necessary processes, procedures, and tools are in place and maintained
Responding in a timely way to meet ad hoc customer needs that arise
Providing the customer with visibility into progress and risks
Offering customer management strategic inputs to assist in directing the Program
Establishing and ensuring adherence to a continuous evaluation and improvement process
Providing open channels of communication within the team and between the team and customers
Conducting weekly meetings with the contract leadership team and customer on status and performance
Submitting reports on contract performance to the customer
Mentoring project team staff
Leading Monthly Program Reviews with corporate leadership