Implementation Services Manager
TechFlow, Inc.
full-time
Posted on:
Location Type: Hybrid
Location: Arlington • Virginia • 🇺🇸 United States
Visit company websiteJob Level
SeniorLead
Tech Stack
PMP
About the role
- Lead and manage the Implementation Services team delivering Help Desk, training, and customization support to federal agencies using the Folio platform.
- Oversee day-to-day service delivery operations, ensuring responsiveness, quality, and compliance with program objectives and federal standards.
- Translate OMB A-11 capital planning and IT portfolio management policies into actionable system configurations and user support processes.
- Coordinate with the Customer, system owners, and technical teams to ensure seamless integration of functional requirements, enhancements, and user feedback.
- Develop and maintain training materials, user guides, and onboarding content to support adoption and effective system use across agencies.
- Monitor Help Desk metrics, service-level agreements (SLAs), and customer satisfaction to drive continuous improvement and operational excellence.
- Manage issue resolution and escalation processes, ensuring timely and accurate responses to agency inquiries and system support requests.
- Support change management and communication strategies to facilitate user adoption of new features and releases.
- Contribute to planning and execution of Agile sprints, working closely with software development and product management teams to align implementation services with system enhancements.
- Prepare status reports, dashboards, and performance summaries for internal leadership and the Customer to track service performance and program outcomes.
Requirements
- Bachelor’s degree in Information Technology, Business, or a related discipline (Master’s preferred).
- 8+ years of experience managing IT implementation, customer support, or service delivery functions for large-scale federal programs.
- Demonstrated expertise in OMB A-11 capital planning, CPIC, or federal IT portfolio management processes.
- Proven success managing teams providing Help Desk and training services within an Agile or DevOps environment.
- Strong understanding of federal IT policies, modernization initiatives, and customer service best practices.
- Excellent organizational, communication, and stakeholder engagement skills with the ability to brief senior executives and program sponsors.
- Experience developing and managing SLAs, metrics, and performance reporting for service delivery operations.
- PMP or equivalent project management certification required; Agile or ITIL certification preferred.
- U.S. Citizenship and ability to obtain or maintain a Public Trust clearance required.
Benefits
- Employee stock ownership plan (ESOP) – Pride in being an employee-owner and annual employer contribution (per plan guidelines)
- 401k plan with Roth option.
- Eligibility for an employer match.
- Immediate vesting
- Paid time off
- Holidays – 11 paid holidays per year
- Comprehensive medical, dental, and vision plans
- Company-paid Life & AD&D insurance plan
- Employee Assistance Program
- Wellness Resources
- Company-paid training and development program
- Voluntary benefits include:
- Life & AD&D Insurance for employee, spouse, and children
- Short-term and long-term disability (per plan guidelines)
- Legal Shield and Identity Theft protection plans
- Pet Insurance
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
OMB A-11 capital planningIT portfolio managementAgileDevOpsHelp Desk managementtraining developmentservice delivery operationsSLA managementperformance reporting
Soft skills
organizational skillscommunication skillsstakeholder engagementteam managementissue resolutionchange management
Certifications
PMPAgile certificationITIL certification