Program Manager

Program Manager

DecisionPoint Corporation is seeking a Program Manager to lead and manage the Tier 2 and Tier 3 end-user support services for the USDA Customer Experience Center (CEC). This role will oversee IT service delivery to ensure efficient support, meeting USDA's needs for customer service, incident response, change management, and hardware support. The position will be based on-site at designated USDA facilities to facilitate close collaboration and seamless service delivery.

Duties & Responsibilities

• Oversee full program execution for USDA CEC Tier 2 and Tier 3 support, managing daily operations to meet service level agreements (SLAs) and performance metrics.
• Implement and monitor an Agile Plan-Do-Check-Act (PDCA) management cycle to drive continuous improvement in program processes and service delivery.
• Lead a team of technical support staff, including Tier 2 and Tier 3 specialists, to resolve incidents, fulfill service requests, manage hardware deployment, and support account management.
• Develop and maintain a strategic plan for risk management, identifying and mitigating potential service and staffing challenges in alignment with USDA's IT policies and standards.
• Coordinate with subcontractors and stakeholders to ensure unified project goals, incorporating a "One Badge" approach for seamless team integration.
• Utilize the USDA-provided ITSM system (BMC Remedy Helix or equivalent) for tracking, reporting, and managing incident and service request tickets.
• Ensure compliance with USDA's requirements for asset tracking, customer notifications, account management, and knowledge management.
• Facilitate and manage escalations from Tier 2 to Tier 3 support, ensuring issues are addressed promptly and within contractual performance standards.
• Generate and present weekly status reports and performance updates to USDA, providing insights into service efficiency, ticket resolutions, and potential areas for improvement.
• Foster communication with USDA stakeholders to maintain alignment on project objectives, priorities, and resource needs.

Qualifications

The salary range for this role is $155k to $163k.

DecisionPoint provides a comprehensive benefits package including Medical, Dental, Vision, Life Insurance, Short-Term Disability, Long-Term Disability, 401(k) Match, Health Savings Account, Flexible Spending Account, Training Reimbursement, Education Assistance, Paid Time Off, and Holidays.

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