Technical Program Manager

About the position

Provides technical program management for an IT Operations Center (enterprise-wide Network Operations Center (NOC) and Service Desk (SD)) and manages staff and performance in accordance with specified objectives. Provides leadership and expertise for all related operations center functions, ensure efficient processes, and implement performance monitoring and improvement measures. Oversees and manages an integrated, high performing team in a dynamic 24x7 work environment to ensure implementation of ITSM and IT Operations Center functions and provide technical network engineering and problem resolution coordination/support.

Responsibilities

• Plan, organize and manage tasks and direct resources to operate and maintain the IT Operations Center (NOC and Service Desk)
• Implement ITSM processes, including change management, knowledge management, problem management and issue resolution
• Organizes and manage staff to ensure stability of customer's infrastructure, maintain a 24x7x365 staffing schedule, develop and retain highly responsive and customer focused team, ensuring all personnel are well-qualified, effective, and fully utilized.
• Serves as the technical liaison between clients, customers, technical teams and vendors to resolve issues as needed.
• Manage tools, systems and standard operation procedures, and provide technical oversight related to the overall health and maintenance of the IT Operations Center.
• Ensure adherence to operational metrics and reporting requirements, assess customer feedback, and ensure continuous process improvement and compliance to CMMI and ISO quality standards.
• Communicate and collaborate with government clients / stakeholders and manage delivery expectations for effective and efficient program delivery, issue resolution and support of projects and initiatives

Requirements

• Bachelor's degree + 10 years of experience managing IT enterprise operations
• At least three years of experience leading high-performing NOC/Service Desk teams of 20+ IT staff in a 24x7 mission-critical environment
• Knowledge of IT Operations Center functions and experience managing using ServiceNow in support of ITSM processes
• Experience with IT project management methods used throughout DHS or similar federal agencies
• Top Secret Clearance - required
• Must be able to obtain USSS Suitability clearance
• Ability to manage in a dynamic work environment and coordinate multiple concurrent projects

Nice-to-haves

• ITIL v3 certification preferred.
• PMP Certification preferred.