Description

Sev1tech, Inc.


Program Manager

US--DC Metro Area

Job ID: 2025-9406
Type: Full Time W/Benefits Ret Match
# of Openings: 1
DC Metro Area

Overview

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 interrelated 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.Specific job responsibilities include, but not limited to:

Providing direction, guidance, and oversight to task order managers, project managers, and program support staffManaging resources across multiple TOs, including budget forecasting and staff utilizationEnsuring a clear understanding of roles and responsibilities and that the right people are in the right rolesInculcating and reinforcing a culture of customer and mission focused deliveryAligning customer and contractor team expectationsCreating a collaborative, responsive, and supportive team environmentMaking sure necessary processes, procedures, and tools are in place and maintained Responding in a timely way to meet ad hoc customer needs that ariseProviding the customer with visibility into progress and risksOffering customer management strategic inputs to assist in directing the ProgramEstablishing and ensuring adherenceto a continuous evaluation and improvement processProviding open channels of communication within the team and between the team and customersConducting weekly meetings with the contract leadership team and customer on status and performanceSubmitting reports on contract performance to the customerMentoring project team staffLeading Monthly Program Reviews with corporate leadership

Responsibilities

Bachelor's degree (preferably but not necessarily in Information Technology or a related discipline)10+ years' experience in the federal IT contracting industry5+ 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 employeesUnderstanding of IT needs of federal and contractor staff who provide technical support at airports and airport adjacent facilitiesProven record providing direction, management, and oversight of technical staff and support personnelStrong problem-solving and analytical skillsProven record in managing budgets and allocating staff to meet customer prioritiesProven record in developing, maintaining, and reviewing project plans, WBSs, and schedulesProven 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 customersProven record facilitating/presenting results of research into evolving technologies that enable efficienciesSuccess managing projects/programs requiring seamless transitions from engineering to operationsDemonstrated record maintaining visibility into and making customers aware of resource usageDemonstrated record making adjustments to resource usage based on customer prioritiesExperience with ITSMExperience with federal security requirements, standards, and solutionsCurrent understanding of user support best practicesExperience with metric, SLA, and SLO development, visualizations (e.g., via Dashboards), and associated reporting

Eligibility/Clearance Requirements: Eligibility for Entry on Duty clearance/Ability to Obtain Secret Level ClearanceCertification Requirement: PMP (Project Management Professional)

Qualifications

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

PI281036572