Program Manager

The Program Manager role provides a unique executive skill set and broad range of senior leadership, problem solving, financial, communication, business, organizational, and customer relations abilities. Results driven leader with a strong combination of management, business, engineering and technical skills. Possesses a proven track record of success in Operations, Business Development, and Program Management and experience contributing to the bottom line of high performing organizations.

Direct experience in the Federal Information Technology services and support market, delivering revenue growth, solutions, partnerships, and exceptionally satisfied customers. Proficient in successful leadership and development of senior managers and their teams, enabling achievement, producing results, and building for the future. Responsibilities include: Provide interface and be responsive to overall contract administration, negotiations and oversight. Budget administration and PandL responsibility to increase revenue, organic growth and exceptional performance. Executive oversight, leadership, and responsibility for multiple contracts and task orders including Service Desk, Advanced Problem Resolution, and Automated Testing and Validation. Leadership and development of senior managers and their teams consisting of 150 exempt/non-exempt personnel. Troubleshooting and resolving HW/SW, system monitoring, login/passwords, account and desktop management, VPN, AD, proprietary applications, MS Office, peripherals, MDM, email, cloud, network, and connectivity issues. Ensure the resolution of customer contacts on the first call, while maintaining outstanding customer satisfaction ratings. Business development, solution development, approach management and pricing for new opportunities. Screening and selection of business partner candidates for teaming and proposal development efforts. Establish controls for reporting and managing service level agreements for Tier I, II, and III Help Desk. Monitor performance and service delivery metrics and initiate plans for exceeding targets. Perform risk assessment and risk mitigation strategies. Ensure that effective communication and problem management occurs at and between all support tiers. This PM operational support role requires a service-oriented mentality, a high sense of ownership for ensuring client's incidents, problems, requests, and projects are managed in alignment with the SLAs. Qualifications: Bachelor's Degree or equivalent 15+ years hands-on experience managing client delivery/project manager for multiple enterprise Information Technology (Tier I, II, III) Operations environment customer accounts, managing all activities from the contract initiation, liaison for communication, escalation, change control, and customer satisfaction processes between technical staff and the client. ITIL Foundations in Service Management PMI PMP - Required Support Center Manager (HDI-SCM) certified Desired but not required Must be able to obtain a Government Security Clearance. Systems Integration, Inc. (SII) is a leading provider of turnkey contact center infrastructure solutions and IT services.

With decades of combined experience in IT and systems integration, we have helped US Government agencies and commercial businesses elevate their customer satisfaction with our portfolio of solutions and services.Systems Integration, Inc. seeks applicants to stand up an IT Contact Center to support the Department of Commerce. For more information, or to apply now, you must go to the website below. Please DO NOT email your resume to us as we only accept applications through our website.

https://www.applicantpro.com/j/1180631-50198