Inserso is seeking a candidate to lead and manage teams to provide mission-critical Enterprise IT support to our federal customer. Teams that the Program Manager will manage provide support across different IT areas including incident and problem coordination, network operations center, change management, knowledge management, email and domain management, enterprise tools management, and ServiceNow support. The Program Manager will collaborate with team leads, customer stakeholders and contracting representatives, subcontracting partners, corporate department leads, and senior leadership to ensure the successful delivery of all required IT services and support. The position will be a hybrid-type that allows partial remote work and will require in-office presence at least 3 days a week at the customer site in Chandler, AZ.
Responsibilities:
- Perform as the liaison between Inserso, the contract staff, and the customer's Program Manager, and/or government Contracting Officer Representative.
- Serve as the principal interface for all matters relating to the execution of an awarded (existing or future) contract.
- Provide oversight of work prioritization ensuring priorities are in alignment with the contract (scope) and government customer direction.
- Support customer leadership in organizational planning and responding to changes in organizational goals, priorities, or direction.
- Identify, address and resolve issues from conflicting customers' and/or supporting vendors' directions.
- Identify, track, and mitigate program risks to minimize impacts to cost, schedule, and performance.
- Monitor and report on technical, cost, schedule, and performance metrics.
- Prepare and deliver Program Management Reviews (PMRs) and other required reports and deliverables.
- Interpret and enforce policies, which impact all aspects of the IT services provided.
- Create and maintain project management plans.
- Oversee coordination and development of integrated master schedules (IMSs).
- Manage the program budget including profit and loss (P&L) to achieve financial, contractual, and performance objectives.
- Provide leadership and supervision to all contractor personnel; present executive-level technical and business briefings to the customer and corporate staff.
- Lead delivery teams in a wide variety of engineering, operational, asset, and customer support functions; organize, direct, and manage contract operation support functions, involving multiple, complex and inter-related project tasks.
- Provide technical/management leadership on major tasks or technology assignments.
- Oversee staff performance and participate in the performance evaluation process and management of staff performance, expectations, training, and professional growth.
- Perform as hiring manager and participate in the hiring process to fill team vacancies.
- Support Inserso business development activities including, but not limited to, past performance data calls and customer satisfaction surveys.
Required Skills/Experience:
- Must be a U.S. Citizen and pass the DHS Employment Eligibility Verification process.
- Master's Degree in an IT-related discipline or equivalent work experience.
- Project Management Professional (PMP) certified.
- 5 years of experience in IT support services or relevant professional managerial experience.
- 10 years of experience in project management on a federal government contract or within a federal government environment.
- Capable of obtaining and maintaining Top Secret (TS) / Sensitive Compartmented Information (SCI) security clearance.
- Demonstrates excellent attention to detail and consistently follows tasks through to completion.
- Possesses strong written and verbal communication skills.
Preferred Skills/Experience:
- ITIL4 or higher certified.
- Holds an in-scope successfully completed DoD T5 investigation and has DoD Top Secret or higher eligibility.
- Experience leading a network operations or IT infrastructure monitoring team.
- Experience using ITSM systems, such as ServiceNow.
- Experience supporting Department of Homeland Security or Department of Defense customers.
- Experience managing a remote workforce with personnel located across 4 or more locations.
Physical and/or Mental Qualifications:
- Effectively communicate with customers, stakeholders, and technical specialists.
