Sev1Tech is looking for a Program Manager to manage a team providing enterprise IT services for a DHS customer under a BPA. The project is focused on delivering on-site technical support for TSA users throughout the U.S. The Program Manager will be accountable for successful team resourcing, resource management, service delivery, ensuring on-time, in budget, and high quality performance on multiple task orders that will include: enterprise service desk; incident and ticket management; VIP and mission-critical support; user account management; Automated Call Distribution (ACD); first-contact resolution; ITSM tool utilization; incident ownership transfer; resident on-site support; travel and dispatch support; technology maintenance (e.g., IMAC, preventive maintenance, and break-fix repairs); network and cabinet management; asset management; specialized support; communication and collaboration services; Software Asset Management (SAM); and Continuity of Operations (COOP).

The Program Manager will organize, direct, and manage task order operation support functions involving multiple complex and inter‐related project tasks in both classified and unclassified environments; manage teams of task order support personnel at multiple locations; maintain and manage the client interface at the senior levels of the client organization; meet with customer and contractor personnel to formulate and review task plans and deliverable items; ensure conformance with program task schedules and costs; establish and maintain technical and financial reports to show progress of projects to management and customers; and organize and delegate responsibilities to subordinates and oversee the successful completion of all assigned tasks.

Specific job responsibilities include, but not limited to:

• Providing direction, guidance, and oversight to task order managers, project managers, and program support staff
• Managing resources across multiple TOs, including budget forecasting and staff utilization
• Ensuring a clear understanding of roles and responsibilities and that the right people are in the right roles
• Inculcating and reinforcing a culture of customer and mission focused delivery
• Aligning customer and contractor team expectations
• Creating a collaborative, responsive, and supportive team environment
• Making sure necessary processes, procedures, and tools are in place and maintained
• Responding in a timely way to meet ad hoc customer needs that arise
• Providing the customer with visibility into progress and risks
• Offering customer management strategic inputs to assist in directing the Program
• Establishing and ensuring adherence to a continuous evaluation and improvement process
• Providing open channels of communication within the team and between the team and customers
• Conducting weekly meetings with the contract leadership team and customer on status and performance 
• Submitting reports on contract performance to the customer
• Mentoring project team staff
• Leading Monthly Program Reviews with corporate leadership

• Bachelor's degree (preferably but not necessarily in Information Technology or a related discipline)
• 10+ years' experience in the federal IT contracting industry
• 5+ years' experience managing contracts that include user support and field site services inside the DC metro area and across the U.S.
• Experience managing teams of 50+ full-time employees
• Understanding of IT needs of federal and contractor staff who provide technical support at airports and airport adjacent facilities
• Proven record providing direction, management, and oversight of technical staff and support personnel
• Strong problem-solving and analytical skills
• Proven record in managing budgets and allocating staff to meet customer priorities
• Proven record in developing, maintaining, and reviewing project plans, WBSs, and schedules
• Proven record in assisting clients in meeting their mission goals and the needs of their own customers
• Excellent communication skills, including the ability to interact effectively with customers at all levels
• Strong skills presenting status and decision-support information clearly and concisely for customers
• Proven record facilitating/presenting results of research into evolving technologies that enable efficiencies
• Success managing projects/programs requiring seamless transitions from engineering to operations
• Demonstrated record maintaining visibility into and making customers aware of resource usage
• Demonstrated record making adjustments to resource usage based on customer priorities
• Experience with ITSM
• Experience with federal security requirements, standards, and solutions
• Current understanding of user support best practices
• Experience with metric, SLA, and SLO development, visualizations (e.g., via Dashboards), and associated reporting

Eligibility/Clearance Requirements: Eligibility for Entry on Duty clearance/Ability to Obtain Secret Level Clearance

Certification Requirement: PMP (Project Management Professional)

• Experience managing and or performing on a contract for DHS TSA
• ITIL Certification
• Service Desk/Help Desk certifications

Welcome to Sev1Tech! Founded in 2010, we are proud to be a leading provider of IT modernization, engineering, and program management solutions. Our commitment is to deliver exceptional program and IT support services that empower critical missions for both Federal and Commercial clients.

At Sev1Tech, our mission is clear: Build better companies. Enable better government. Protect our nation. Build better humans across the country. We believe that through innovation and dedication, we can make a significant impact on the communities we serve.

Join the Sev1Tech family, where your potential for greatness is limitless! Here, you will not only achieve remarkable accomplishments but also enjoy a fulfilling and rewarding career progression. We invite you to explore opportunities with us and become part of a team that values your contributions and growth.

Ready to take the next step? Apply directly through our website: Sev1Tech Careers and use the hashtag #joinSev1Tech to connect with us on social media!

For any additional questions or to submit referrals, feel free to reach out to recruiting@sev1tech.com.