Program Manager

Input Technology Solutions is seeking a Program Manager to lead a DHS IT support contract, providing overall program leadership, strategic direction, and day-to-day management for a large, geographically dispersed IT operations and support program. This role is responsible for ensuring all task areas (Service Desk, IT Field Operations, CONUS/OCONUS, Infrastructure Deployment, Financial/Travel Tier II, Hardware Lifecycle Management, AI Ops, and Surge support) are delivered on time, within budget, and to the performance standards agreed upon, with a strong focus on customer satisfaction, staffing performance, innovation, and continuous improvement across a 24/7/365 operational environment.

What You’ll Get to Do:

The Program Manager serves as the primary interface with the Federal Program Manager and stakeholders, coordinating priorities, managing risks, ensuring contract compliance, high-quality service delivery, and opportunities for on program growth. Additionally:

• Provide overall leadership, direction, and day-to-day management for the ITSS contract across all task areas (Transition, VCS, SD Tier I, ITFO Tier II CONUS/OCONUS, Infrastructure Deployment, Financial/Travel Tier II, Hardware Support, AI Ops, Surge, Transition Out, Contractor Training) in alignment with the customer’s OCIO mission and priorities
• Expertly manage a worldwide, diverse IT technical organization with 24/7/365 responsibilities, ensuring effective coordination and performance across approximately 1,100 sites and multiple site types (Mission Critical, Mission Essential, Standard, OCONUS, OGA)
• Monitor all performance goals and service level objectives (e.g., incident response and resolution times, SD answer rates, customer satisfaction, staffing levels, vacancy rate) and ensure processes and resources are in place to consistently meet or exceed metrics defined in the PWS and Service Level Register
• Perform program management functions including planning, organizing, budgeting, resource allocation, risk and issue management, and reporting using excellent organizational, writing, interpersonal, executive management, problem-solving, and customer service skills
• Work closely with the Government Program Manager (GPM), COR, CO and GTMs to align contract activities with the customer’s OCIO goals, coordinate requirements, prioritize work, and address programmatic and operational issues while maintaining high customer satisfaction and low unresolved issue rates
• Manage staffing across all task areas, including planning, recruiting, onboarding, and retention to maintain full staffing at Mission Critical and Mission Essential sites, maintain a monthly vacancy rate of 3% or less, and ensure timely backfill of all positions (e.g., within 30 calendar days)
• Oversee and approve weekly and monthly contract reporting, including Staffing Reports, Vacancy Reports, budget burn/burndown, performance metrics, trip reports, deployment deliverables, and other required documentation, ensuring quality, accuracy, and timeliness
• Lead the identification and implementation of innovations and continuous improvement initiatives across Vendor Contract Support (VCS), ITFO, and Infrastructure Deployment, including analyzing ticket and performance data and presenting at least one innovation proposal per fiscal year in each area
• Support planning and execution of deployments and special operations worldwide, ensuring that travel, security clearances, resource assignments, and deliverables (e.g., Implementation Project Schedules, as-builts, cabling requirements) are properly coordinated and executed
• Ensure all contractor personnel meet training and certification requirements, complete required Government training on time, and maintain current technical skills; oversee contractor-to-contractor training for Service Desk, ITFO, and other task areas
• Prepare and deliver high-quality technical and programmatic documentation (briefings, data calls, presentations, fact sheets, issue papers, SOPs, policies, technical manuals) that clearly communicate status, issues, risks, and recommendations to Government stakeholders

You’ll Bring These Qualifications:

• Ability to obtain Department of Homeland Security (DHS) Entry On Duty (EOD) - Active EOD preferred
• Ability to obtain DoD Top Secret/SCI Clearance
• M.S. + 12 years of applicable experience or B.S. + 15 years of applicable experience  
• Demonstrated experience applying project and program management best practices on federal or similarly complex IT programs
• Significant experience managing large-scale, multi-site IT operations or service delivery programs, preferably including 24/7/365 environments, service desk, and field operations
• Proven experience leading and managing geographically dispersed technical teams and subcontractors, including staffing strategy, workforce planning, performance management, and resolving hiring/retention challenges for IT professionals
• Demonstrated success managing performance against contractual SLAs/SLOs, monitoring service metrics (e.g., incident response times, customer satisfaction), and driving continuous improvement in service delivery
• Strong experience with federal contract management fundamentals, including FFP and T&M invoicing, budget tracking, risk management, and compliance with performance work statements, QASPs, and surveillance plans
• Excellent communication, executive-level briefing, and stakeholder management skills, with experience working directly with senior Government or enterprise executives and cross-functional technical teams
• Experience managing 150+ local and geographically dispersed staff
• Ability to travel within the CONUS
  
  

These Qualifications Would be Nice to Have:

• Direct program management experience supporting DHS, DOJ, or other law-enforcement/homeland security customers, ideally with OCIO or similar environments.
• Experience overseeing IT Service Management (ITSM) environments using ServiceNow, including familiarity with ITIL-based incident, problem, change, and knowledge management processes
• Background managing programs that include both CONUS and OCONUS operations, including coordination of overseas travel, embassy/consulate environments, and differing time zones and operating conditions
• Experience leading large deployment and infrastructure projects (e.g., office moves, network upgrades, structured cabling projects) including coordination with facilities, GSA, and construction stakeholders
• Prior responsibility for innovation initiatives in IT operations (e.g., designing new troubleshooting playbooks, automation, reusable deployment templates, or process improvements using performance/ticket data)
• Project Management Professional (PMP) certification