Program Manager
Future Tech Enterprise, Inc.
CloudERPITSMPMPServiceNow
Project Manager
Centuria
full-time
Posted on:
Location Type: Office
Location: Arlington • Virginia • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- For both the 24x7 and 16x5 service desks, ensures that program execution properly meets the requirements of the contract and develops policies and procedures to adjust program activities for customer satisfaction
- Provide needed logistical and programmatic support to the Service Desk Leads and 35+ service desk staff and ensure the highest level of performance and customer satisfaction
- Empower team to be fully functional and productive by working in close cooperation across roles and functions, internal and external to the technology team
- Prepare presentations, reports, and manage staff schedules to maximize efficiencies based on information about customer systems to be evaluated to include system specifications and appropriate skill sets.
- Be responsible for audit or inspection activities and take steps to ensure all gaps are addressed in a timely manner.
- Ensure that all contractor performance metrics’ quality levels are met or exceeded through the contractor’s quality control processes
- Coordinate the gathering of periodic status reports and communications with stakeholders on major incidents, other priority incidents and issues through monthly customer teleconferencing sessions and other ad hoc methods.
- Provide weekly communication to Government management on issues, risks, accomplishments, Memorandum of Agreement (MOA) breaches, and contractor performance metrics; Communicate status updates to executive leadership; and identify and implement best practices and continuous improvements.
- The PM shall respond to a request for discussion or resolution of all performance, service, delivery, and technical inquiries or problems within two (2) hours of notification.
- Manage the contract, coordinate requirements, and communicate with the government to ensure that support is appropriate to meet the government’s requirements, priorities, and objectives.
- Manage, assign, schedule, and support the contractor employees, subcontractors, and resources supporting this contract.
- Be responsible for the overall delivery of IT services and support to CISA and its customers. Ensures alignment between all service functions/teams and adherence to SLOs.
- Coordinate with other CISA contractors to ensure awareness and appropriate training/SOPs are provided in advance of operations configuration changes or break/fix tasks.
Requirements
- At least 5 to 8 years of progressively responsible IT consulting experience in service desk environments.
- 3 years managing medium sized professional IT services engagements, including Federal project management experience.
- Demonstrable experience in writing business/project plans, technical documents, presentations and proposals required.
- Individual must have high degree of skills with the MS Office toolsets.
- A high degree of interpersonal skill in working with various levels of technical and business-oriented individuals.
- Prior experience in a government consulting services environment is preferred.
- Candidate will work on-site.
- Bachelor’s degree in Computer Science or IT related field.
- ITILv4 is required.
- Must be suitable to work for DHS and be able to qualify for a DHS clearance. Does not need a current DHS clearance.
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
IT consultingservice desk managementproject managementbusiness/project plan writingtechnical documentationpresentation skillsperformance metrics managementaudit and inspectionlogistical supportcustomer satisfaction management
Soft skills
interpersonal skillsteam empowermentcommunication skillsstakeholder managementproblem resolutionorganizational skillscollaborationcontinuous improvementleadershipcustomer service orientation
Certifications
ITILv4DHS clearance suitability
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