Direct and coordinate all aspects of contract performance, ensuring IT services meet established quality, timeliness, and compliance standards.
Manage a dispersed team of on-site IT technicians providing field support to BOS and ERC locations nationwide.
Oversee and monitor daily ticket resolution and performance metrics to ensure service level agreements (SLAs) are consistently met.
Conduct regular operational check-ins to prioritize incidents and allocate resources effectively across geographically dispersed locations.
Serve as the primary decision-maker for issue escalation, incident response, and resource reallocation to address urgent service needs.
Collaborate with Education Resource Center (ERC) leads and Field Support Managers to ensure tasks are effectively prioritized and service requests are completed efficiently.
Facilitate operational readiness by identifying bottlenecks and proposing solutions or process improvements for sustained performance.
Other duties as assigned.

Requirements

Bachelor's degree (or higher) in IT, Computer Science, Business Admin, Project Management, or a closely related field.
Minimum of 5 years of relevant IT program management.
Familiarity with federal IT contracts, proficiency with ticketing and knowledge-based platforms, excellent oral and written communication.
Must obtain and maintain a favorable adjudicated NACI (National Agency Check with Inquiries).
Must be able to pass a background check.
May require additional background checks as required by projects and/or clients at any time during employment.
Minimum Skills: Exceptional interpersonal skills with the ability to communicate in a clear, professional, and articulate manner.
Exceptional verbal and written communication skills.
Excellent organizational, analytical, and problem-solving skills with high-level attention to detail.
Proven ability to multitask and prioritize in a fast past environment with changing priorities; adaptable to change and a quick learner.
Must be self-motivated and able to work well independently as well as on a multi-functional team.
Ability to handle sensitive and confidential information appropriately.
Proficient in MS Office, Word, Outlook, PowerPoint, and Excel.
Proven 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.

Benefits

Medical, Dental and Vision Insurance
Wellness Program
Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
Short-Term and Long-Term Disability options
Basic Life and AD&D Insurance (Company Provided)
Voluntary Life and AD&D options
401(k) Retirement Savings Plan with matching after one year
Paid Time Off

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

IT program managementticketing platformsIT service management toolsresource allocationrisk managementprocess improvementanalytical skillsproblem-solving skillsmultitaskingattention to detail

Soft Skills

interpersonal skillsverbal communicationwritten communicationorganizational skillsadaptabilityself-motivationteam managementcultural competencysensitivitycustomer relations

Certifications

Bachelor's degreeNACI (National Agency Check with Inquiries)