Oversee the entire program for the contract and all associated teams.
Ensure that all deliverables are provided in accordance with contract requirements and that SLAs are adhered to.
Communicate with key government personnel including, but not limited to, the SDOD Director, Call Center Manager, and COR.
Provide administrative direction to subordinate leads and task managers.
Possess corporate authority to recruit, hire, terminate personnel, and commit corporate resources in support of contract performance.
Oversee all contract task areas including Tier 1 Service Desk, Advanced Problem Resolution, USPTO Contact Center, Knowledge Management, Accounts Management, and Executive Support.
Lead performance oversight of high-volume contact center and service desk operations.
Manage risk, contingency planning, surge staffing, and COOP readiness.
Ensure compliance with NIST, FISMA, ATO, and federal IT security requirements.
Oversee AI-enabled service enhancements and continuous service improvement initiatives.
Lead executive-level operational reviews and performance briefings.

Ability to obtain and maintain Tier 1 Investigation (Low Risk).
Bachelor’s degree in Computer Science, Engineering, Mathematics, Business, Management, or equivalent.
Fifteen (15) years of management experience or equivalent combination of education and experience.
Experience overseeing enterprise IT service desk or contact center operations supporting large federal or similarly regulated environments with 10,000 or more users.
Experience with high-volume, multi-channel support operations.
Formal Tier 1 and Tier 2 escalation processes.
Strict Service Level Agreement (SLA) performance requirements.
Demonstrated experience ensuring contract deliverables and SLAs are met in a federal IT environment.
Technical Knowledge in ITIL-based IT Service Management.
Familiarity with enterprise ticketing platforms (ServiceNow), CRM/contact center systems (Salesforce), workforce forecasting, ACD pattern monitoring, and NIST and federal IT security frameworks.
Preferred Knowledge in AI-enabled service management platforms and FedRAMP cloud environments.

Program Manager

Key skills