Koniag Services Inc., a Koniag Government Services company, is seeking an experienced Program Manager to lead and oversee IT Call Center operations in support of our government clients in the Nashville, Tennessee area. The ideal candidate is a motivated and customer-focused leader with a solid background in managing IT service desk and call center programs within a federal government environment. They bring strong organizational skills, a collaborative management approach, and a dedication to delivering consistent, high-quality service to government end users. Ability to obtain a government security clearance may be required to support Koniag Services Inc. and our government customers. This position is located in Nashville, Tennessee.
We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.
Position Description:The Program Manager will be responsible for the oversight and day-to-day management of IT Call Center operations supporting federal government end users in the Nashville area. This individual will serve as the primary point of contact for the customer and internal leadership, ensuring that all service delivery commitments, contractual requirements, and performance metrics are consistently met. Principal responsibilities will include but are not limited to:
- Provide day-to-day management and operational oversight of IT Call Center activities, ensuring consistent and high-quality service delivery to government end users.
- Serve as the primary customer-facing representative for the Nashville program, building and maintaining strong working relationships with government Contracting Officer Representatives (CORs), program stakeholders, and agency personnel.
- Monitor and report on program performance metrics and Service Level Agreements (SLAs), identifying trends and implementing corrective actions as needed to maintain compliance and service quality.
- Lead, mentor, and manage a team of call center supervisors, team leads, and IT support specialists, fostering a culture of accountability, continuous improvement, and customer service excellence.
- Oversee workforce planning, staffing, scheduling, and resource allocation to ensure adequate coverage and operational efficiency across all call center shifts.
- Develop and maintain program documentation including program plans, standard operating procedures (SOPs), transition plans, risk registers, and monthly/quarterly status reports.
- Manage program financials including budget tracking, forecasting, invoicing, and variance reporting to ensure program delivery within budgetary constraints.
- Coordinate with subcontractors and vendors to ensure performance standards are met and contractual obligations are fulfilled.
- Lead incident escalation processes, ensuring timely resolution of critical IT issues and clear communication to stakeholders throughout the resolution lifecycle.
- Drive continuous process improvement initiatives, leveraging ITIL best practices and data-driven insights to enhance call center performance and customer satisfaction scores.
- Ensure program compliance with all federal regulations, agency policies, contractual requirements, and applicable security protocols.
- Facilitate and lead regular program reviews, customer meetings, and status briefings, delivering clear and concise updates on program health, risks, and upcoming milestones.
- Collaborate with the Senior Program Manager and corporate leadership to ensure Nashville program operations are aligned with broader organizational goals and contract objectives.
- Support business development activities as needed, including contributions to re-compete proposals, past performance documentation, and contract modifications.
Education and Experience:Required:
- Bachelor's degree in Business Administration, Information Technology, Management, or a related field from an accredited college or university.
- 7+ years of progressive program or project management experience, with at least 3 years directly managing IT call center, service desk, or IT support operations programs.
- Demonstrated experience managing programs within a federal government contracting environment.
- Experience managing programs with budgets of $3M or greater.
- Project Management Professional (PMP) certification or demonstrated progress toward obtaining certification within 12 months of hire.
Preferred:
- Master's degree in Business Administration (MBA), Information Technology, Public Administration, or a related field.
- Prior experience managing federal IT service desk or call center contracts in a Program Manager or equivalent leadership capacity.
Required Skills and Competencies:- Exceptional communication skills in English - both written and oral - with the ability to effectively engage government stakeholders, technical teams, and frontline call center staff at all levels.
- Strong leadership and people management skills, with demonstrated success leading multi-shift call center or service desk teams in a structured service delivery environment.
- Working knowledge of IT service management principles and frameworks, including ITIL, with hands-on experience managing SLAs, KPIs, and operational performance reporting.
- Experience utilizing IT Service Management (ITSM) platforms such as ServiceNow, Remedy, or equivalent ticketing and workflow management systems.
- Solid understanding of federal government contracting processes, including FAR compliance, contract deliverable management, and COR/CO relationships.
- Proficiency in program planning, scheduling, financial management, and risk mitigation within a government contracting context.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and collaboration tools such as Microsoft Teams and SharePoint.
- Strong analytical and problem-solving skills with the ability to make informed operational decisions in a fast-paced, customer-focused environment.
- Demonstrated ability to manage competing priorities and deliver results in a deadline-driven environment.
- Ability to obtain and maintain a government security clearance as required.
Desired Skills and Competencies:- Active government security clearance (Secret or higher).
- ITIL Foundation certification or higher (ITIL Intermediate or ITIL 4 Managing Professional).
- Experience with Agile or hybrid program management methodologies as applied to IT service delivery programs.
- Program Management Professional (PgMP) certification.
- Familiarity with federal IT governance frameworks such as FITARA, FedRAMP, or NIST cybersecurity standards.
- Experience with workforce management tools and call center performance analytics platforms.
- Knowledge of Earned Value Management (EVM) principles and reporting within a federal contract environment.
- HDI Support Center Manager (HDI-SCM) or equivalent IT support center leadership certification.
- Experience supporting business development efforts including proposal contributions, past performance write-ups, and staffing plans.
