Returning Candidate? Log back in! Technical Program Manager Location US-DC-Washington ID 2024-03-2144 Category Information Technology Position Type Full-Time Location Detail On-Site Company Overview At ValidaTek, we modernize and optimize IT services to solve some of the most critical challenges facing federal civilian and defense agencies. From customers to partners to top-talent employees, ValidaTek puts people first, empowering them to exceed expectations and transform government organizations. Our success starts and ends with our people, so we built a company where great people can do great things, with the resources and autonomy to make decisions that transform organizations. We operate as one team of diverse people, united by a passion for continuous growth and optimization. Our commitment to quality and performance optimization is the reason why our IT Service Projects and New Development Projects have been appraised at CMMI Maturity Level 5, positioning us as one of a handful of elite companies to receive the highest form of third-party validation. www.validatek.com Summary

Provides technical program management for an IT Operations Center (enterprise-wide Network Operations Center (NOC) and Service Desk (SD)) and manages staff and performance in accordance with specified objectives. Provides leadership and expertise for all related operations center functions, ensure efficient processes, and implement performance monitoring and improvement measures. Oversees and manages an integrated, high performing team in a dynamic 24x7 work environment to ensure implementation of ITSM and IT Operations Center functions and provide technical network engineering and problem resolution coordination/support.

 

ESSENTIAL FUNCTIONS/RESPONSIBILITIES Sets procedures, technical standards, and methods for all IT Operations Center functions; maintains responsibility for control, coordination, and execution of all IT Operations Center activities; and serves as the single POC for customer on all contractor activities.  Plans workload and job scheduling priorities, supervises personnel, and communicates ongoing changes in tasks, goals, or performance.  Manages technical challenges, coordinates with the Security Operations Center and other stakeholders in incident response, ensures problem resolution, maintains knowledge base, and identifies and minimizes risks.

Responsibilities

Plan, organize and manage tasks and direct resources to operate and maintain the IT Operations Center (NOC and Service Desk)

 

Implement ITSM processes, including change management, knowledge management, problem management and issue resolution

 

Organizes and manage staff to ensure stability of customer's infrastructure, maintain a 24x7x365 staffing schedule, develop and retain highly responsive and customer focused team, ensuring all personnel are well-qualified, effective, and fully utilized.

 

Serves as the technical liaison between clients, customers, technical teams and vendors to resolve issues as needed.

 

Manage tools, systems and standard operation procedures, and provide technical oversight related to the overall health and maintenance of the IT Operations Center.

 

Ensure adherence to operational metrics and reporting requirements, assess customer feedback, and ensure continuous process improvement and compliance to CMMI and ISO quality standards.

 

Communicate and collaborate with government clients / stakeholders and manage delivery expectations for effective and efficient program delivery, issue resolution and support of projects and initiatives

Qualifications

Bachelor’s degree + 10 years of experience managing IT enterprise operations

 

At least three years of experience leading high-performing NOC/Service Desk teams of 20+ IT staff in a 24x7 mission-critical environment

 

Knowledge of IT Operations Center functions and experience managing using ServiceNow in support of ITSM processes

 

Experience with IT project management methods used throughout DHS or similar federal agencies

 

Top Secret Clearance – required

 

Must be able to obtain USSS Suitability clearance

 

Ability to manage in a dynamic work environment and coordinate multiple concurrent projects

 

ITIL v3 certification preferred.

 

PMP Certification preferred.

EEO Statement ValidaTek is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, or disability status.

Applicants who are selected for employment will be required to verify authorization to work in the United States.

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