Program Manager

Overview

The Work:

The Program Manager is responsible for planning, executing, and overseeing programs that align with organizational objectives and client requirements. This role serves as a leader in coordinating cross-functional teams, managing resources, and ensuring program deliverables meet performance standards. The Program Manager will lead efforts to address strategic priorities while maintaining compliance with policies, timelines, budgets, and client expectations.

 

Responsibilities

Key Responsibilities:

• Direct and coordinate all aspects of contract performance, ensuring IT services meet established quality, timeliness, and compliance standards.
• Manage a dispersed team of on-site IT technicians providing field support to BOS and ERC locations nationwide.
• Oversee and monitor daily ticket resolution and performance metrics to ensure service level agreements (SLAs) are consistently met.
• Conduct regular operational check-ins to prioritize incidents and allocate resources effectively across geographically dispersed locations.
• Serve as the primary decision-maker for issue escalation, incident response, and resource reallocation to address urgent service needs.
• Collaborate with Education Resource Center (ERC) leads and Field Support Managers to ensure tasks are effectively prioritized and service requests are completed efficiently.
• Facilitate operational readiness by identifying bottlenecks and proposing solutions or process improvements for sustained performance.
• Other duties as assigned.

Qualifications

Qualifications – Here’s What You Need:

• Bachelor's degree (or higher) in IT, Computer Science, Business Admin, Project Management, or a closely related field.
• Minimum of 5 years of relevant IT program management.
• Familiarity with federal IT contracts, proficiency with ticketing and knowledge-based platforms, excellent oral and written communication.
• Must obtain and maintain a favorable adjudicated NACI (National Agency Check with Inquiries).
• Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.

Minimum Skills:

• Exceptional interpersonal skills with the ability to communicate in a clear, professional, and articulate manner.
• Exceptional verbal and written communication skills.
• Excellent organizational, analytical, and problem-solving skills with high-level attention to detail.
• Proven ability to multitask and prioritize in a fast past environment with changing priorities; adaptable to change and a quick learner.
• Must be self-motivated and able to work well independently as well as on a multi-functional team.
• Ability to handle sensitive and confidential information appropriately
• Proficient in MS Office, Word, Outlook, PowerPoint, and Excel.
• Proven ability to lead daily stand-ups, prepare executive-level reports, engage with Government Technical Monitors (GTMs) and CORs, and maintain positive customer relations in high-visibility, mission-critical settings.
• Advanced proficiency in IT service management tools
• Strong project and program management skills, including resource allocation, risk management, stakeholder coordination, and process improvement.
• Excellent leadership and team management abilities.
• Cultural competency and sensitivity to work effectively in tribal communities and environments.

Preferred Qualifications:

• Preferred certifications include PMP, ITIL.

Our Commitment to you / overview of benefits:

• Medical, Dental and Vision Insurance; Wellness Program
• Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
• Short-Term and Long-Term Disability options
• Basic Life and AD&D Insurance (Company Provided)
• Voluntary Life and AD&D options
• 401(k) Retirement Savings Plan with matching after one year
• Paid Time Off

Reports to: Senior Program Manager; Managing Director.

 

Working Conditions:

• Professional office environment, with the ability to work onsite in the main office.
• Must be physically and mentally able to perform duties extended periods of time.
• Ability to use a computer and other office productivity tools with sufficient speed to meet the demands of this position.
• Must be able to establish a productive and professional workspace.
• Must be able to sit for long periods of time looking at computer screen.
• May be asked to work a flexible schedule which may include holidays.
• May be asked to travel for business or professional development purposes.
• May be asked to work hours outside of normal business hours.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice.