Purpose People, Technology and Processes, LLC is seeking a Program Manager to provide specialized services required for current and future support and operational needs of the Department of Labor’s (DOL) IT users, enterprise services, and IT systems for the department-wide Enterprise Service Desk (ESD) *****THIS POSITION IS CONTINGENT UPON AWRD*****
Responsibilities include, but are not limited to:
Provide oversight, direction, and overall program governance in support of a high-paced enterprise service desk that provides support to 16,500+ end-users.
Directly manage and coordinate several simultaneous programs, projects and activities through all phases of the project management life cycle and in accordance with OCIO’s Project Management Office (PMO) policies and guidelines.
Manage and maintain contractor interface with the senior levels of the OCIO, ESD and Department as required.
Consult with customer and contractor personnel to formulate and review task plans and deliverables, ensuring conformance with program and project task schedules, costs, performance, and contractual obligations.
Establish and maintain technical and financial reports to show progress of projects, organize and assign responsibilities to subordinates, oversee the successful completion of all assigned tasks and activities, and prepare and deliver executive level briefings on overall program performance. Communicate extensively and effectively across all levels of leadership.
Ensure a structure is in a place to promote consistent, high-quality service delivery; ensuring conformance with work standards.
Lead all subsequent order activities and interface directly with the CO, COR, OCIO and ESD executive leadership.
Minimum Required Experience:
Must possess excellent communication (oral and written) skills, attention to detail, problem solving
and excellent customer service skills.
Ability to manage multiple related projects and navigate complex IT and Operational activities that
span functions of organizations and regions to align results with organizational goals.
Experience organizing, directing, and managing a comparable large scale and complex service desk
operations support functions for a large disperse organization within the federal sector.
Knowledge of Agile methodologies and experience using agile to implement projects within a
federal government environment, as well as managing an agile team.
Demonstrated ability to lead large teams of 100 or more resources.
Ability and experience to deal with ambiguity and frequent changes in priorities, as well as to
prioritize workload based on needs of the customer.
Experience managing teams of contract support personnel with diverse IT skill sets at multiple
Experience maintaining and managing client interface at senior levels across multiple client
At least 15 years of successful and consecutive commensurate experience in an IT, customer service
desk management or technology-related field, with at least the last 5 years within the last 15 years on large government or commercial technical contracts.
Minimum Required Education and Certifications:
Bachelor or Master Degree in Computer Science, Engineering, Information Systems, Business or
related discipline is preferred, or an MBA or Master Degree in Engineering Management, Computer Science, Engineering, Information Systems or related discipline;
Project Management Institute (PMI) Project Management Professional (PMP) certification that is
current (i.e. PMI’s continuing education requirement met), or a current Program Management Professional (PMP) certification is required;
ITIL 4 Managing Professional or ITIL 4 Strategic Leader
In lieu of ITIL 4, ITIL v3 Expert Certification – IT Service Management, must upgrade to ITIL 4
Managing Professional or ITIL 4 Strategic Leader within 2 months of contract award;
Help Desk Institute (HDI) Support Center Director. In lieu of it, at least two (2) of the following:
HDI Support Center Manager
HDI Service Level Management
HDI Problem Management Professional
HDI Service Management Optimization (certificate of completion)
HDI KCS Foundation
HDI Workforce Management Principles (certificate of completion)
HDI Succeeding with Metrics (certificate of completion)
Kanban Management Professional
About the company: As a Service Disabled, Veteran Owned Small Business (SDVOSB) we are a provider of Information Technology (IT) professional services, software solutions and professional development training. Our core competencies evolved from leveraging IT enablers for knowledge management with an emphasis on Web Based Knowledge Portals and Portal Services, Server/System Services, SharePoint Development and System Administration and SQL Server Services. Our capabilities have expanded to include software development, technical training support and field support services.
Satisfy the customer - "Exceed expectations"
Set the Example - "Be out front"
Be Responsive - "Timing is everything"
Persevere - "Find a way"
Benefits PTP offers a comprehensive benefits program:
Supplemental benefits (Short Term Disability, Cancer & Accident).