Program Manager

ITCON is looking for a strategic Program Manager to lead the National Coordination Center (NCC), a 24/7 law enforcement operations contract.Role SummaryThe Program Manager leads all aspects of contract delivery for the 287(g) Contact Center, ensuring operational readiness, compliance with DHS/ICE standards, and high‑performance service delivery across a 24/7 environment.Key ResponsibilitiesOversee all contract operations ensuring adherence to performance standards, SLAs, and federal requirementsServe as primary liaison to DHS/ICE leadership for reporting, escalations, and strategic coordinationLead staffing strategy including recruitment, onboarding, training, and workforce planningManage risk, quality assurance, and compliance across all functional areasDevelop and deliver executive reports including call volume trends, performance metrics, and operational insightsDirect continuous improvement initiatives to enhance efficiency, accuracy, and customer experienceEnsure 24/7 operational coverage through coordinated scheduling and resource allocationRequirementsMust be a United States CitizenBachelor’s degree in Business, Management, or related field7-10 years of program or operations management experience in federal or contact center environmentsDemonstrated experience managing large, multi‑shift teamsStrong understanding of workforce planning and performance managementExcellent communication and stakeholder‑management skillsAbility to obtain and maintain required security clearancesPreferred QualificationsExperience supporting DHS, ICE, or law‑enforcement programsPMP or similar project management certificationBackground in high‑volume contact center operationsExperience with federal contract compliance including QA, reporting, and audit readiness