Program Manager

THE POSITION

The Program Manager will lead and oversee a large-scale IT program focused on service desk operations, network infrastructure management, and incident response coordination. This role requires exceptional leadership skills, deep technical understanding, and the ability to maintain operational excellence while ensuring compliance with agency policies and security requirements.

RESPONSIBILITIES:

• Provide Strategic Oversight - Direct the overall program strategy, ensuring all operational, technical, and administrative elements work together to meet mission objectives with minimal disruption.
• Lead Service Desk Operations - Oversee Tier 1-3 service desk activities, ensuring timely resolution of technical issues, maintaining high levels of customer satisfaction, and meeting service-level agreements (SLAs).
• Manage Network Operations - Supervise the management, monitoring, and optimization of enterprise network systems, ensuring maximum uptime, security, and performance.
• Incident Response Coordination - Develop, implement, and oversee incident response processes to quickly detect, assess, and resolve IT security events while minimizing impact to operations.
• Foster Team Collaboration - Coordinate across technical teams, vendors, and agency stakeholders to ensure seamless communication and a shared understanding of priorities.
• Ensure Compliance and Security - Maintain strict adherence to all federal cybersecurity policies, operational guidelines, and reporting requirements.
• Drive Process Improvement - Identify operational bottlenecks, propose innovative solutions, and lead initiatives that improve efficiency, service delivery, and security posture.
• Maintain Reporting and Documentation - Ensure all operational and technical documentation is accurate, up-to-date, and compliant with federal and contract requirements.
• Engage Stakeholders - Serve as the primary point of contact for agency leadership, providing program updates, addressing concerns, and ensuring alignment with mission goals.
• Support Staff Development - Mentor and coach technical leads and team members, fostering a culture of accountability, continuous improvement, and professional growth.

ADDITIONAL INFORMATION

• 100% on-site.
• Washington, DC

• Active Public Trust Security Clearance; AND,
• BS Degree, AND;
• 10 years of experience in IT Program Management.

PREFERRED:

• PMP Certification.

Equal opportunity employer, including disability/vets.