Program Manager

XLAUSA2w ago

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Job description

About the role

Operations teams keep a business running smoothly. They manage processes, vendors, and logistics across the company. The work includes planning, coordination, and continuous improvement. Strong operators are organized, pragmatic, and comfortable with change. Operations teams run on routines, checklists, and clear escalation paths. Most companies expect operators to document what they do so anyone can step in.

Key facts

Location: USA

Engagement: Primary client-facing program lead and liaison to the government Contracting Officer's Representative (COR).

Compliance: Ability to obtain and maintain a U.S. Secret Security Clearance or higher.

Team: Manages program execution, staffing, scheduling, SLA compliance, quality assurance, and monthly status reporting.

Support model: Oversees 24x7 Tier 1 call center operations and Tier 2/3 on-site technical support across primary campus and nationwide field offices.

Scaling: Leads surge staffing, scaling up to 25 additional contractors within a 2-month lead time.

Security: Ensures all contractor personnel meet client security, badging, and compliance requirements before and during performance.

Quality: Develops and maintains a Quality Assurance Plan and KPI reporting model across all support tiers.

Issue resolution: Coordinates with the government COR and other client support teams to resolve performance issues.

Education: Holds a Bachelor's degree in IT, Computer Science, Business Administration, or a related field.

Experience: Possesses 5+ years of program management experience directly supporting a complex, enterprise-scale IT service desk.

Team size: Demonstrates proven experience managing multi-tier technical support teams of 25+ staff.

Operations: Has experience managing 24x7 operations including shift scheduling and after-hours coverage.

Platforms: Shows strong background in ITSM platforms, with BMC Helix (Remedy) strongly preferred.

Metrics: Uses experience with SLA management, KPI reporting, and quality assurance programs.

Endpoints: Familiarity with endpoint management tools such as Intune, Workspace ONE, JAMF, and Apple Business Manager.

OS: Uses a working knowledge of Windows, macOS, and mobile OS environments (iOS and Android).

M365: Supports Microsoft 365 environments including Exchange Online, SharePoint, and Teams.

Certifications: Preferred qualifications include ITIL Foundation Certification or higher and PMP or equivalent project management certification.

Government context: Preferred qualifications include experience in federal, legislative, or highly secure government IT environments and managing nationwide or geographically dispersed support teams.

Security tools: Preferred qualifications include familiarity with RSA SecurID, Cisco AnyConnect VPN, and Active Directory administration.

Requirements

Hold a Bachelor's degree in IT, Computer Science, Business Administration, or a related field.

Bring 5+ years of program management experience supporting a complex, enterprise-scale IT service desk.

Prove experience managing multi-tier technical support teams of 25+ staff.

Demonstrate experience managing 24x7 operations including shift scheduling and after-hours coverage.

Show a strong background in ITSM platforms, especially BMC Helix (Remedy).

Use experience with SLA management, KPI reporting, and quality assurance programs.

Display familiarity with endpoint management tools such as Intune, Workspace ONE, JAMF, and Apple Business Manager.

Use a working knowledge of Windows, macOS, and mobile operating systems iOS and Android.

Support Microsoft 365 environments including Exchange Online, SharePoint, and Teams.

Practical notes

The role is on-site in Washington, D.C. Secret Security Clearance or higher.

Contractor personnel must meet security, badging, and compliance requirements.

Typical interview steps

Operations interviews usually include a process scenario, an analytics question, and behavioral rounds. Candidates may be asked to improve a workflow or plan an event. Attention to detail and clear communication are tested throughout. Interviewers often ask how you would fix a process that is failing. Walking through diagnosis, a plan, and measurement is the winning structure.

Good to know

The role involves enterprise IT service desk operations across multiple tiers for a federal client.

Common tools include ITSM platforms such as BMC Helix (Remedy), endpoint management systems, and Microsoft 365.

The position requires experience with 24x7 operations, surge scaling, and government compliance standards.

Clearance and background requirements apply to contractor personnel as well as the assigned staff.

Day-to-day work coordinates directly with government stakeholders and support teams.

About the company

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