Program Manager

Job Summary:

We are seeking an experienced Program Manager to lead Client System Administration and Software License Management operations at Randolph AFB, San Antonio, TX. This role is responsible for overseeing IT service delivery, system administration, asset management, and compliance with Air Force policies. The Program Manager will ensure efficient technical support, ticket resolution, and IT infrastructure management while leading a team of technicians.

Key Responsibilities:

Program & Team Leadership:

• Manage and oversee the Client System Administration and Software License Management program.
• Lead a team of IT support technicians, ensuring compliance with PWS requirements.
• Develop and implement process improvements to enhance service delivery.
• Serve as the primary point of contact for Air Force leadership, stakeholders, and external agencies.
• Ensure adherence to DoD cybersecurity policies, IT service management standards, and security protocols.

Client System Administration Oversight:

• Supervise on-site IT support for Air Force hardware, software, and mobile devices.
• Monitor trouble ticket resolution through the Air Force Remedy system, ensuring timely responses.
• Oversee network/system administration, including OS updates, security patches, and printer services.
• Provide strategic guidance on VTC system support and operational readiness.

Software License & IT Asset Management:

• Manage software license compliance and tracking per DAFMAN 17-1203.
• Oversee IT asset inventory (DPAS), procurement, transfers, and disposal.
• Ensure efficient coordination with Storage Area Network (SAN) managers and Air Force Enterprise Service Desk.
• Maintain accurate IT asset records and ensure all government property is accounted for.

Management & Reporting:

• Lead team of 14 technical resources, providing direct supervision to Team Leads and overall supervision to the whole team
• Identify training needs to drive team member skills growth and improve service to the customer. Review performance and coach team members to deliver high quality services
• Track and report status, including performance against Service Level Agreements (SLAs), monitor timesheets and contract burn rate, provide written status reports and facilitate status meetings
• Work with customer leadership to understand their requirements and direct team to meet or exceed all contractual requirements and customer expectations 

Qualifications:

Education & Experience:

• 5+ years of experience managing IT programs, system administration, or asset management within a DoD environment.
• Experience leading IT service delivery teams, ensuring high-performance operations.
• Strong understanding of Windows OS, MS Office Suite, LAN infrastructure, and DoD cybersecurity policies.

Certifications:

• Intermediate-level per DoDM 8140.03.

Security Clearance:

• Active or eligible for DoD Secret Clearance.

Skills & Competencies:

• Proven ability to manage large-scale IT service contracts.
• Strong experience with ticketing systems (Remedy) and enterprise IT support.