{"schemaVersion":"jobsearcher.job.v1","id":"e467efc3ea071c6566cf6ae8","url":"https://jobsearcher.com/jobs/e467efc3ea071c6566cf6ae8","canonicalUrl":"https://jobsearcher.com/jobs/e467efc3ea071c6566cf6ae8","title":"Program Manager","description":"Provide IT Infrastructure support services, which includes Tier 1 Help Desk, Tier 2 End User Support, Tier 3 Server, Platform, and Network Infrastructure Support and Engineering. Services shall include, but are not limited to, technical assistance for hardware, software, and network issues; incident and problem resolution; service request management; infrastructure monitoring and support; hardware and software lifecycle support; and management of escalation across all tiers.\nPosition Description:\nThe Program Manager (PM) is the primary point of contact between the contractor and the Government 's Office of the Chief Information Officer (OCIO). The PM is responsible for the overall planning, execution, management, and oversight of Tier 1 Help Desk, Tier 2 End User Support, Tier 3 Infrastructure Engineering, and related operational support services. The PM ensures that services are delivered in accordance with contract requirements, Service Level Agreements (SLAs), Operational Level Agreements (OLAs), quality standards, federal security requirements, and Governments mission objectives. The PM provides strategic leadership, operational governance, workforce management, risk management, continuous service improvement, and customer engagement while maintaining a secure, reliable, and scalable IT support environment.\n\nRequirements\n\nProgram Leadership and Contract Management\nServe as the senior contractor representative and primary liaison to Government leadership, Contracting Officer (CO), and Contracting Officer's Representative (COR).\nProvide overall management and direction for all contract personnel supporting Tier 1, Tier 2, and Tier 3 operations.\nEnsure contract compliance with all performance requirements, deliverables, and service levels.\nDevelop and maintain program management plans, staffing plans, transition plans, quality control plans, and risk management processes.\nLead recurring program reviews, status meetings, executive briefings, and performance reviews with Government stakeholders.\nManage contract risks, issues, dependencies, and corrective action plans.\nService Delivery Oversight Oversee delivery of Tier 1 Help Desk operations, including incident management, service request fulfillment, escalation management, and customer support.\nDirect Tier 2 End User Support activities including workstation support, device management, software deployment, and field support operations.\nProvide executive oversight of Tier 3 infrastructure engineering, including server, network, cloud, platform, and systems administration services.\nEnsure effective coordination and escalation workflows among all support tiers.\nMonitor operational performance to ensure adherence to SLA, OLA, and quality objectives.\nSupport infrastructure provisioning and operational support activities for application teams and OCIO stakeholders.\nQuality Assurance and Performance Management Implement and maintain the Quality Control Plan (QCP).\nEstablish and monitor performance indicators, service metrics, and operational dashboards.\nConduct performance reviews and service trend analyses.\nEnsure deficiencies are identified, documented, tracked, and resolved.\nOversee continuous improvement initiatives focused on service quality, operational efficiency, automation, and user satisfaction.\nEnsure lessons learned are incorporated into operational procedures and knowledge management processes.\nStaffing and Personnel Management Recruit, hire, onboard, retain, and manage qualified personnel.\nEnsure adequate staffing levels are maintained across all support tiers.\nManage employee performance, training, mentoring, and professional development.\nCoordinate personnel security processing, onboarding requirements, and workforce continuity planning.\nDevelop succession plans and contingency staffing strategies to ensure uninterrupted service delivery.\nSecurity, Compliance, and Governance Ensure compliance with security policies, federal regulations, and contract requirements.\nSupport audits, assessments, inspections, and compliance reviews.\nOversee implementation of cybersecurity, configuration management, change management, and operational governance processes.\nEnsure personnel maintain required background investigations and access authorizations.\nCoordinate response activities related to security incidents, continuity events, and operational disruptions.\nReporting and Communications Prepare and submit required weekly, monthly, and ad hoc status reports.\nPresent operational performance, risks, staffing status, quality metrics, and improvement initiatives to Government leadership.\nMaintain transparent communication with stakeholders regarding service delivery performance.\nFacilitate collaboration among Government personnel, contractors, vendors, and support partners.\nRequired Skills:\nMinimum 10 years of experience managing enterprise IT operations, infrastructure support, service desk operations, or managed services programs.\nMinimum 5 years of experience managing federal government IT support contracts of similar scope and complexity.\nDemonstrated experience managing geographically dispersed teams supporting help desk, desktop support, systems administration, network operations, and cloud infrastructure.\nExperience leading transition activities, workforce management, and service delivery modernization initiatives.\nTechnical Knowledge Thorough understanding of ITIL-based service management processes. Knowledge of incidents, problems, change, configuration, asset, and service request management.\nUnderstanding of enterprise infrastructure environments, including:\no Microsoft Windows Server environments\no Active Directory and identity management\no Network infrastructure and operations\no Cloud platforms and infrastructure services\no Endpoint management technologies\no Monitoring and event management systems\no ServiceNow or comparable ITSM platforms\nFamiliarity with cybersecurity best practices, federal compliance frameworks, and operational resilience requirements.\nExperience developing and managing SLA- and KPI-driven operational environments.\nPMP (Project Management Professional)\nPreferred Skills\nITIL 4 Foundation or higher\nCertified Scrum Master (CSM)\nCISSP, Security+, or equivalent information security certification\n\nSoft Skills:\n\nExceptional leadership and team-building abilities.\nStrong customer service and stakeholder engagement skills.\nExcellent verbal, written, and presentation communication skills.\nExecutive-level briefing and reporting capability.\nStrong conflict resolution and negotiation skills.\nAbility to manage multiple priorities in a dynamic operational environment.\nProven ability to lead cross-functional technical teams.\nStrategic thinking with a focus on continuous improvement and operational excellence.\n\nBenefits\n\nSES provides a competitive salary and the following benefits:\nMedical\nDental\nVision\nAD&D\nSTD\nLTD\nCompany paid Life Insurance\n401k with employer contribution\nPaid Time Off\nPet Insurance","company":"Systems Engineering Solutions","rawCompany":"systems engineering solutions","city":"Alexandria","state":"VA","isRemote":false,"isActive":false,"createdAt":"2026-08-07T00:09:05.998Z","occupations":[{"code":"13-1082.00","title":"Project Management Specialists","slug":"project-management-specialists"},{"code":"11-1021.00","title":"General and Operations Managers","slug":"general-and-operations-managers"},{"code":"15-1299.09","title":"Information Technology Project Managers","slug":"information-technology-project-managers"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"921190","title":"Other General Government Support","slug":"other-general-government-support"},{"code":"541513","title":"Computer Facilities Management Services","slug":"computer-facilities-management-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Program Manager","description":"Provide IT Infrastructure support services, which includes Tier 1 Help Desk, Tier 2 End User Support, Tier 3 Server, Platform, and Network Infrastructure Support and Engineering. Services shall include, but are not limited to, technical assistance for hardware, software, and network issues; incident and problem resolution; service request management; infrastructure monitoring and support; hardware and software lifecycle support; and management of escalation across all tiers.\nPosition Description:\nThe Program Manager (PM) is the primary point of contact between the contractor and the Government 's Office of the Chief Information Officer (OCIO). The PM is responsible for the overall planning, execution, management, and oversight of Tier 1 Help Desk, Tier 2 End User Support, Tier 3 Infrastructure Engineering, and related operational support services. The PM ensures that services are delivered in accordance with contract requirements, Service Level Agreements (SLAs), Operational Level Agreements (OLAs), quality standards, federal security requirements, and Governments mission objectives. The PM provides strategic leadership, operational governance, workforce management, risk management, continuous service improvement, and customer engagement while maintaining a secure, reliable, and scalable IT support environment.\n\nRequirements\n\nProgram Leadership and Contract Management\nServe as the senior contractor representative and primary liaison to Government leadership, Contracting Officer (CO), and Contracting Officer's Representative (COR).\nProvide overall management and direction for all contract personnel supporting Tier 1, Tier 2, and Tier 3 operations.\nEnsure contract compliance with all performance requirements, deliverables, and service levels.\nDevelop and maintain program management plans, staffing plans, transition plans, quality control plans, and risk management processes.\nLead recurring program reviews, status meetings, executive briefings, and performance reviews with Government stakeholders.\nManage contract risks, issues, dependencies, and corrective action plans.\nService Delivery Oversight Oversee delivery of Tier 1 Help Desk operations, including incident management, service request fulfillment, escalation management, and customer support.\nDirect Tier 2 End User Support activities including workstation support, device management, software deployment, and field support operations.\nProvide executive oversight of Tier 3 infrastructure engineering, including server, network, cloud, platform, and systems administration services.\nEnsure effective coordination and escalation workflows among all support tiers.\nMonitor operational performance to ensure adherence to SLA, OLA, and quality objectives.\nSupport infrastructure provisioning and operational support activities for application teams and OCIO stakeholders.\nQuality Assurance and Performance Management Implement and maintain the Quality Control Plan (QCP).\nEstablish and monitor performance indicators, service metrics, and operational dashboards.\nConduct performance reviews and service trend analyses.\nEnsure deficiencies are identified, documented, tracked, and resolved.\nOversee continuous improvement initiatives focused on service quality, operational efficiency, automation, and user satisfaction.\nEnsure lessons learned are incorporated into operational procedures and knowledge management processes.\nStaffing and Personnel Management Recruit, hire, onboard, retain, and manage qualified personnel.\nEnsure adequate staffing levels are maintained across all support tiers.\nManage employee performance, training, mentoring, and professional development.\nCoordinate personnel security processing, onboarding requirements, and workforce continuity planning.\nDevelop succession plans and contingency staffing strategies to ensure uninterrupted service delivery.\nSecurity, Compliance, and Governance Ensure compliance with security policies, federal regulations, and contract requirements.\nSupport audits, assessments, inspections, and compliance reviews.\nOversee implementation of cybersecurity, configuration management, change management, and operational governance processes.\nEnsure personnel maintain required background investigations and access authorizations.\nCoordinate response activities related to security incidents, continuity events, and operational disruptions.\nReporting and Communications Prepare and submit required weekly, monthly, and ad hoc status reports.\nPresent operational performance, risks, staffing status, quality metrics, and improvement initiatives to Government leadership.\nMaintain transparent communication with stakeholders regarding service delivery performance.\nFacilitate collaboration among Government personnel, contractors, vendors, and support partners.\nRequired Skills:\nMinimum 10 years of experience managing enterprise IT operations, infrastructure support, service desk operations, or managed services programs.\nMinimum 5 years of experience managing federal government IT support contracts of similar scope and complexity.\nDemonstrated experience managing geographically dispersed teams supporting help desk, desktop support, systems administration, network operations, and cloud infrastructure.\nExperience leading transition activities, workforce management, and service delivery modernization initiatives.\nTechnical Knowledge Thorough understanding of ITIL-based service management processes. Knowledge of incidents, problems, change, configuration, asset, and service request management.\nUnderstanding of enterprise infrastructure environments, including:\no Microsoft Windows Server environments\no Active Directory and identity management\no Network infrastructure and operations\no Cloud platforms and infrastructure services\no Endpoint management technologies\no Monitoring and event management systems\no ServiceNow or comparable ITSM platforms\nFamiliarity with cybersecurity best practices, federal compliance frameworks, and operational resilience requirements.\nExperience developing and managing SLA- and KPI-driven operational environments.\nPMP (Project Management Professional)\nPreferred Skills\nITIL 4 Foundation or higher\nCertified Scrum Master (CSM)\nCISSP, Security+, or equivalent information security certification\n\nSoft Skills:\n\nExceptional leadership and team-building abilities.\nStrong customer service and stakeholder engagement skills.\nExcellent verbal, written, and presentation communication skills.\nExecutive-level briefing and reporting capability.\nStrong conflict resolution and negotiation skills.\nAbility to manage multiple priorities in a dynamic operational environment.\nProven ability to lead cross-functional technical teams.\nStrategic thinking with a focus on continuous improvement and operational excellence.\n\nBenefits\n\nSES provides a competitive salary and the following benefits:\nMedical\nDental\nVision\nAD&D\nSTD\nLTD\nCompany paid Life Insurance\n401k with employer contribution\nPaid Time Off\nPet Insurance","datePosted":"2026-08-07T00:09:05.998Z","dateModified":"2026-08-07T00:09:05.998Z","hiringOrganization":{"@type":"Organization","name":"Systems Engineering Solutions","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Alexandria","addressRegion":"VA","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"e467efc3ea071c6566cf6ae8"},"url":"https://jobsearcher.com/jobs/e467efc3ea071c6566cf6ae8"}}