EOE Statement Key Concepts Knowledgebase is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is our intent to maintain a work environment that is free of harassment, discrimination, or retaliation because of age, race, color, national origin, ancestry, religion, sex, sexual orientation (including transgender status, gender identity or expression), pregnancy (including childbirth, lactation, and related medical conditions), reproductive health decisions, marital status, personal appearance, matriculation, political affiliation, credit information, employment status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status, status as a victim or family member of a victim of domestic violence, a sexual offense, or stalking, homeless status, or any other status protected by federal, state, or local laws. Description Key Concepts is looking for a Program Manager to manage a program with multiple Task Areas/Task Orders to include IT governance/CIO Support, Desktop, Service Desk, implementation of standards (ISO/CMMI), Network/Telecom infrastructure support, Asset Management, Training, Infrastructure Engineering, Cybersecurity, and other key IT Service Management processes. The Program Manager will be responsible for the overall matters related to the contract requirements, deliverables, and daily operations of a federal contract. Federal contracting experience is required. The ideal candidate must be able to work in a high-paced, quickly changing environment with the ability to multitask and adapt as necessary. Position RequirementsResponsibilities: The Program Manager will be responsible for managing all aspects of the Program, owning the client relationship, coordinating service delivery to ensure SLAs are achieved, monitoring compliance with client policies and procedures, and managing internal and external reporting. Primary Responsibilities:
- Inspire, lead, and direct a diverse staff
- Lead staff recruitment, supervision, development, evaluation, and disciplinary actions. Responsible for assembling the project staff; for their technical or functional development, performance, and/or termination during the project or projects.
- Manage technical service, solutions, and support staff operations
- Drive continuous service improvement and innovation
- The primary point of contact for the client and all escalated support issues
- Analyze Service Management data and metrics to identify trends and potential areas for further investigation and/or improvement
- Advise management on situations that may require additional client support or escalation
- Ensure the optimal staff skills and schedule to meet SLAs within the program budget
- Develop and implement Infrastructure, IT Service Management policies, processes, procedures, and methods
- Follow corporate service management governance practices and processes including reporting to corporate governance personnel and the board
- Support ISO and CMMI efforts and compliance
- Responsible for managing the complete lifecycle of government service delivery. Accountable for full life cycle project management, including project initiation and planning, and implementation, reporting and financial management.
- Plan and hold regular customer meetings and report opportunity growth opportunities to senior management.
- Evaluate project schedule progress and performance and identify developing problem areas. Conduct analysis to determine alternative courses of action or recovery on slipped schedules.
- Conducts regular, periodic, project management status meetings to apprise all stakeholders
- of project progress, issues, challenges, risks, and project management activities
- Defining and tracking project milestones while developing, maintaining, and reporting on an overall integrated delivery plan.
- Engage Senior Management to develop long-term architectural vision and plan for technology refresh programs across the enterprise as well as end-user platforms.
- Anticipate future needs/risks and develop proactive strategies to address them.
- Ability to work a flexible work schedule that includes weekends
Qualifications:Required Skill/Experiences:
- At least 10 years of progressive experience managing federal government contract(s) chartered with large-scale, service management IT support with Desktop and Support Center Help Desk support included.
- Excellent computer skills, including a high level of proficiency with Microsoft Office, including Excel, Outlook, Word, and Adobe Professional.
- Current PMP Certification
- Managed programs with at least 70 plus personnel
- Experience managing a workforce with a broad set of tasks such as conducting market surveys, technology deployments, general IT support, network monitoring, network security, and other network services for general business applications including voice and video.
- Proven background including planning of all program activities including allocation of resources to support the mission and associated goals and objectives.
- Extensive experience with Federal customers at all levels (CO to manager)
- Successful experience managing complex IT support projects/operations of a nature similar in size and scope.
- Knowledge and/or experience in managing projects and emerging technologies and industry best practices with similar environments.
Technical Requirements:DESIRED SKILLS AND QUALIFICATIONS:
- NIH or other Federal/State or local Health agency experience
- Health IT experience
- ServiceNow experience
Education and Certifications
- Bachelor's degree in a relevant field from an accredited university or relevant work experience
- Master's Degree in a relevant field from an accredited university desired
- ITIL or other leading technical certifications desired
Other
- Must have the ability to obtain and maintain a government security clearance.
- Must be willing to work on site
Full-Time/Part-Time Full-Time Position Healthcare IT Program Manager Location Bethesda This position is currently accepting applications.