IT Service Desk Technology Program Manager

The Defense Mission and Health Solutions team, Benefits, Claims & Integrity Solutions Operating Unit seeks an experienced Technology Program Manager to leading a large IT Service Desk and Engineering Support Program for a major federal government agency located in Washington, DC. This is role leads an onsite team in Washington, DC and remote staff at regional offices.

 

The successful candidate will be responsible for overseeing program execution and driving technical innovation as a key customer partner.  The selected candidate will also drive growth efforts in support of broader Peraton business development efforts and will participate in business and proposal operations.

 

What you'll do:

 

• Oversight of program execution as the primary interface with the leads and directs all Contractor personnel in the execution of all tasks related to program and project management, transition, IT financial management services, communication, and training services.
• Serves as the primary point-of-contact to the Government for all contract, scope, performance, and execution matters and coordinates with all service area IT Project Managers.
• Oversees the execution of all program tasks in a manner consistent with the service level agreements as well as industry best practices and execution standards.
• Oversees reporting of performance and execution data and information on a periodic basis and addresses Government questions and concerns as the representative of the Contractor.
• Manages/leads all Contractor staff ensuring proper execution of tasks, completion of work assignments, and professionalism always.
• Oversees the invoicing process ensuring all invoices are submitted in a timely and accurate manner.
• Mentor, enable and leverage key program leaders' technical expertise to most effectively support the customer’s execution of mission success;
• Manage the program budget and collaborate with key customer and business personnel to maintain awareness of program financial status and proactively discuss risks and opportunities;
• Develop and mature key relationships across the customer organization;
• Develop and manage program standards and methods related to a performance measurement framework which focuses upon key performance indicators (KPIs);
• Develop and deliver required contractual and business reporting in a timely manner;
• Encourage and drive innovation, diversity initiatives and inclusion throughout the program;
• Ensure full awareness of program recruitment efforts and drive retention initiatives;
• Maintain aggressive efforts to achieve business objectives;

 

Required Qualifications:

 

• 10 + years of experience in project/program management, including demonstrated successful experience complex programs and providing financial oversight, innovative solutioning, and risk and opportunity attentiveness.
• Current Project Management Institute (PMI®) Project Management Professional (PMP®) certification or Federal Acquisition Certification for Program and Project Managers (FAC-P/PM) Senior Level (Level III) certification.
• Demonstrated organizational skills and the willingness and ability to adapt to dynamic and unexpected customer and/or business requirements.
• Experience implementing SLAs and performance metrics on a contract of similar size, scope, and complexity.
• Experience with facilitating/coordinating cross-functional teams to develop, deliver, operationalize, document, and support solutions.
• Experience with developing and managing a customer-focused continuous improvement program.
• Must be a US Citizen and have the ability to obtain a High-Risk position of Public Trust Clearance.
• Must be able to sit onsite at our customer site in Washington DC at least 3 days a week.
• Experience operating an IT service desk operations that includes Tiers 1 through 3, and experience with driving critical service desk functions and tools.

Preferred Qualifications:

 

• ITIL v4 Foundation Certification.
• Bachelors or Masters Degree
• Prior experience working with Health and Human Services, CMS, NIH or another Health Agency.
• High-level understanding of Zero Trust as well as familiarity with the following systems and environments.
• Ability to develop and execute project plans and have experience executing on government driving projects, such as network infrastructure upgrades, security enhancements, laptop migrations, etc.
• Experience with user outreach communications – development, distribution, and promoting readability and user engagement.
• High-level understanding of IT Network Infrastructure, ideally experience with managing a program or team of engineers who successfully migrated a mainframe or on-premise environment to a cloud-based environment, such as Azure or AWS.
• High-level understanding of Tier 3 IT Operations and Maintenance activities, such as patching, server, router, storage, modem, or other equipment installs, troubleshooting outages, Firewall and VPN maintenance, network security, directory services, multi-functional device (MFD) support, and more.
• Management of IT Asset management lifecycle – asset tagging, inventory maintenance, equipment deployments and collection, equipment sanitization, and end-user collaboration.
• Knowledge of Microsoft Office 365 products and services.

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.

$112,000 - $179,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.