Koniag IT Systems, a Koniag Government Services company, is seeking an experienced Deputy Program Manager (Deputy PM) to support enterprise Network Operations Center (NOC), Help Desk/Service Desk, and IT administrative and operational support services. This role serves as a critical program leadership position responsible for supporting the day-to-day execution of a comprehensive, 24x7 enterprise IT operations and sustainment program delivered through an Agile method.
The ideal candidate is a seasoned program management professional with demonstrated experience leading large-scale federal IT Operations and Maintenance (O&M) programs spanning NOC operations, multi-tier service desk support, network engineering, Microsoft infrastructure, cloud operations, and enterprise application support. This individual must be a proactive, collaborative leader capable of supporting continuous 24x7 operations, managing cross-functional delivery teams, driving Agile delivery practices, and ensuring all Service Level Agreements (SLAs), contractual deliverables, and compliance requirements are consistently met across a geographically distributed enterprise environment.
This position requires the ability to obtain and maintain a background investigation, HSPD-12 PIV credentials, and all requisite IT access authorizations prior to performing work. Primary work will be performed at customer Headquarters in Washington DC.
The Deputy Program Manager will serve as the second-in-command to the Program Manager and will assume full program management responsibilities in the PM's absence. This individual plays a central role in the day-to-day execution of an enterprise IT O&M program supporting functional areas including 24x7 NOC and Service Desk operations, Tier 4 network engineering, Microsoft infrastructure administration, audio/visual systems, AI/Perplexity integration, infrastructure and platform operations, enterprise applications, IT service management, asset and financial management, customer success, and automation and analytics.
Operating at the intersection of program management, Agile delivery leadership, technical coordination, and stakeholder engagement, the Deputy PM ensures all contract deliverables, Sprint commitments, SLA targets, and compliance requirements are consistently met across all functional areas throughout the full period of performance.
Principal responsibilities will include but are not limited to:
Program Management & Governance:- Assist the Program Manager in overseeing all aspects of the enterprise IT O&M program, including scope management, schedule management, resource allocation, risk and issue management, quality assurance, and continuous service improvement activities.
- Serve as the primary accountable interface to the COR and Contracting Officer in the Program Manager's absence, managing all stakeholder communications, escalations, and program governance activities at all organizational levels.
- Support the development and execution of the overall program delivery strategy, ensuring alignment with mission objectives, enterprise architecture standards, applicable Federal regulations, and organizational governance frameworks.
- Oversee the preparation and timely submission of all program deliverables, including the Project Management Plan, Transition-In and Transition-Out Plans, Quality Control Plan, Sprint Plans, Sprint Review Reports, Sprint Retrospectives, Monthly Status and Performance Reports, ITSM metrics dashboards, risk and issues registers, and monthly invoices with level-of-effort documentation.
- Maintain and manage the program risk and issues register, proactively identifying emerging risks and issues, developing mitigation strategies, and escalating critical items to the Program Manager and Government stakeholders with recommended courses of action.
- Ensure contractor compliance with all applicable Federal statutes, regulations, and policies, including FISMA, NIST SP 800-53, FedRAMP, HSPD-12/FIPS 201, NIST SP 800-207 Zero Trust Architecture, OMB M-22-09, Section 508, FAR Subpart 8.4, and the terms and conditions of the underlying GSA Multiple Award Schedule (MAS) contract.
- Support post-award kickoff meeting planning, coordination, and execution, including development of the Post Award Meeting Agenda and Post Award Meeting Minutes in accordance with required timelines.
Agile Delivery Leadership:- Support and oversee the program's Agile operating model, ensuring Sprint delivery is well-managed, transparent, and consistently delivers the committed level of effort across all functional areas throughout the Sprints.
- Coordinate Sprint Planning activities with the COR or designated Government Product Owner to confirm priorities, committed work items, and operational focus areas at the start of each Sprint.
- Oversee daily coordination across all functional delivery teams to synchronize operational status, incident activity, and Sprint commitments, ensuring issues are identified and resolved without disruption to continuous operations.
- Ensure Sprint Review reports and demonstrations are prepared and delivered at Sprint end, clearly communicating completed work, operational metrics, and level-of-effort delivered.
- Facilitate or oversee Sprint Retrospectives, ensuring actionable continual-improvement outcomes are identified, documented, and tracked to resolution.
- Maintain and manage the prioritized program backlog in Government ITSM and Agile tooling, ensuring backlog items are groomed, accurately estimated, and aligned with Government priorities each Sprint.
- Monitor and report on Sprint velocity, level-of-effort delivery, and Sprint commitment completion rates, ensuring the program consistently meets the target of Sprints delivering full committed LOE and committed Sprint work items completed per Sprint.
Operations & Service Delivery Oversight:- Oversee the staffing, scheduling, and operational coverage of all functional areas, with particular emphasis on ensuring 100% staffed 24x7x365 NOC and Service Desk coverage, including Federal holidays, Government closures, inclement weather and emergency events, and Continuity of Operations activations.
- Monitor and report on SLA performance across all functional areas, including Priority 1 incident response and restoration times, Service Desk first-contact resolution rates, speed-to-answer metrics, change success rates, and customer satisfaction scores, ensuring corrective action plans are developed and executed promptly for any missed targets.
- Coordinate with functional leads across NOC, network engineering, Microsoft infrastructure, A/V systems, AI/Perplexity integration, platform operations, enterprise applications, asset management, customer success, and automation and analytics to ensure integrated, high-quality service delivery.
- Oversee adherence to ITIL 4-based IT Service Management (ITSM) processes across all functional areas, including incident management, problem management, change management, service-level management, and knowledge management.
- Support Change Advisory Board (CAB) participation, reviewing implementation plans, technical impact assessments, rollback procedures, and deployment documentation to ensure changes are completed successfully with a target success rate.
Staffing, Personnel, & Transition Management:- Support the Program Manager in managing program staffing, including personnel onboarding, cross-training, bench depth, surge capacity planning, and continuity of operations during leave, illness, training, certification activities, attrition, and personnel turnover.
- Ensure all contractor personnel obtain and maintain required background investigations, HSPD-12 PIV credentials, IT access authorizations, and applicable cybersecurity certifications, including completion of required security awareness training within 30 days of assignment.
- Support transition-in activities, including mobilization, staffing ramp-up, knowledge transfer, and access and credentialing activities, to achieve full operational capability no later than 30 calendar days after award without degradation to ongoing operations.
- Support transition-out activities, ensuring current and complete historical documentation, effective knowledge transfer, accurate status of open work items, and full cooperation with the Government and any successor contractor.
- Ensure that any personnel substitutions, replacements, or surge assignments are filled by individuals of equal or greater qualification, experience, and certification than the incumbent, with no degradation to performance, coverage, or expertise.
Security, Compliance & Data Protection:- Ensure all program activities comply with applicable security, privacy, and compliance requirements, including FISMA, NIST SP 800-53, FedRAMP, HSPD-12/FIPS 201, NIST SP 800-207, OMB M-22-09, IT and cybersecurity policies, and Section 508 accessibility standards.
- Oversee the safeguarding, authorized use, and lifecycle management of all Government-Furnished Property (GFP) and Government-Furnished Information (GFI), ensuring accurate tracking and return or transfer upon completion of performance.
- Ensure contractor compliance with all CUI, SBU, and FOUO handling requirements, and that all personnel maintain strict separation of data and systems from non-Government work environments.
- Ensure prompt reporting of suspected or confirmed security incidents in accordance with incident response procedures.
- Oversee the program's Property Management System (PMS), ensuring it meets FAR 52.245-1 adequacy standards throughout the period of performance.
Education and Experience:Required:- Bachelor's degree in Program Management, Information Technology, Business Administration, Computer Science, or a related field from an accredited college or university.
- Minimum of 7 years of progressive experience in program or project management within a federal government IT contracting environment.
- Minimum of 3 years of experience managing or supporting large-scale enterprise IT O&M programs encompassing NOC operations, multi-tier service desk support, and/or enterprise infrastructure support services.
- Demonstrated experience managing cross-functional technical delivery teams in a 24x7 operational environment with documented SLA requirements.
- Experience supporting Agile delivery programs, including Sprint planning, backlog management, and Sprint reporting within a federal IT O&M context.
- Experience with federal contract deliverable management, including status reporting, metrics development, risk management, and stakeholder communication.
- Ability to obtain and maintain a background investigation, HSPD-12 PIV credentials, and all requisite IT access authorizations prior to performing work.
- Ability to obtain a Public Trust
Preferred:- Master's degree in a relevant field.
- Prior experience supporting civilian federal agency IT O&M programs in a deputy or senior program management capacity.
- Experience working on GSA Multiple Award Schedule (MAS) or comparable IDIQ/GWAC Task Order contract vehicles.
- Experience managing transition-in and transition-out activities for federal IT O&M contracts.
Required Skills and Competencies:- Exceptional communication skills in English-both written and oral-with the demonstrated ability to communicate complex technical and programmatic information clearly and effectively to senior Government officials, technical teams, and non-technical business stakeholders.
- Strong program management skills encompassing scope, schedule, cost, risk, quality, and stakeholder management within a high-tempo, 24x7 federal IT O&M environment.
- Proven ability to lead and coordinate large, geographically distributed, cross-functional delivery teams across multiple concurrent operational workstreams, adjusting priorities and resources in response to evolving program demands and SLA requirements.
- Working knowledge of enterprise IT O&M technologies and functional areas, including NOC and service desk operations, network engineering, Microsoft 365 and Azure infrastructure, cloud operations (AWS/Azure), ITSM platforms, and enterprise application support, sufficient to provide informed program oversight and effectively engage with functional leads and engineering teams.
- Knowledge of ITIL 4 IT Service Management principles and processes, including incident management, problem management, change management, service-level management, capacity management, and continual service improvement, as applied within a federal enterprise O&M environment.
- Experience supporting and overseeing Agile delivery operations in a federal IT context, including Sprint planning, backlog management, Sprint Reviews, Sprint Retrospectives, and velocity reporting.
- Proficiency in developing and maintaining program deliverables, status reports, Sprint reports, risk registers, and action item logs that meet federal contract quality and timeliness standards.
- Experience monitoring, analyzing, and reporting on SLA performance metrics and operational dashboards, with demonstrated ability to identify performance trends and drive corrective action.
- Familiarity with federal IT security and compliance frameworks, including FISMA, NIST SP 800-53, FedRAMP, HSPD-12/FIPS 201, NIST SP 800-207 Zero Trust Architecture, OMB M-22-09, Section 508, CUI handling requirements, and FAR/DFARS applicable provisions.
- Experience managing program staffing continuity, including shift coverage planning, personnel onboarding, cross-training, bench depth management, and surge capacity planning in a 24x7 operational environment.
- Strong organizational skills with the demonstrated ability to manage multiple concurrent priorities, deliverables, and stakeholder relationships with a high degree of accuracy, attention to detail, and professional
