Program Manager

Responsibilities And QualificationsResponsibilitiesContribute to the preparation of weekly status reports and monthly In-Progress Reviews (IPRs) for the COR.Support the development, maintenance, and updating of Standard Operating Procedures (SOPs), Work Instructions (WIs), and other program documentation.Help implement the service desk strategy, quality assurance (QA) programs, and continuous improvement initiatives.Ensure 24x7x365 operational readiness and support for critical and high-priority incidents.Coordinate the resolution of incidents, service requests, and problems with internal and external support teams.Monitor and track service desk metrics, including ticket resolution times, call handling performance, and first call resolution (FCR).Assist in maintaining and improving knowledge management systems to support end-user resources.Maintain strong relationships with J6 stakeholders and end-users to ensure program alignment with mission requirements.Support the preparation and delivery of data visualization and performance analytics reports to leadership.Conduct wellness visits and ensure readiness for VIP support, special events, and high-profile missions as directed by the Program Manager.Ensure adherence to Department of Defense (DOD) policies and industry best practices, including ITIL and PMBOK standards.Assist in managing security compliance, vulnerability remediation, and incident response protocols.Maintain accountability for government-furnished equipment (GFE) and ensure proper asset management practices.Support the Program Manager in providing guidance and direction to a multidisciplinary team.Assist in staff training and development, ensuring team members are proficient in tools, processes, and service delivery standards.Coordinate cross-functional team activities to maintain seamless program operations.Required QualificationsExperience: Five (5) years' experience as a program manager Experience managing a 24x7x365 Service Desk of 50+ FTEExperience managing Profit and LossDOD experience Highly PreferredDemonstrate ability for oral and written communication, preferred this ability with the highest levels of management.Knowledge of industry accepted standards and best practices related to Information Management operations, and with ITSM best practices.Education: Bachelors in an IT-related fieldClearance: Must possess a TS clearance with /SCI eligibility.OverviewWe are seeking a Deputy Program Manager to join our team supporting DISA JSP Service Delivery.TekSynap is a fast-growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. "Technology moving at the speed of thought" embodies these principles – the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.Visit us at now to explore jobs with us!The safety and health of our employees is of the utmost importance. Employees are required to comply with any vaccination requirements mandated by contract, applicable law or regulation.By applying to a role at TekSynap you are providing consent to receive text messages regarding your interview and employment status. If at any time you would like to opt out of text messaging, respond "STOP".Additional Job InformationWork Environment And Physical DemandsThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.Locations: Fort Detrick, MD, the Pentagon, Hampton Roads, VA, and the Mark Center in Alexandria, VA.Type of environment: On site in one of these locations with the potential for remote or hybrid work schedulesNoise level: MediumWork schedule: Schedule is day shift Monday – Friday. May be requested to work evenings and weekends to meet program and contract needs.Amount of Travel: Less than 10%Physical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch; reach with hands and arms; talk and hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.Work Authorization/Security ClearanceU.S. CitizenTS clearance with /SCI eligibilityOther InformationPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.TekSynap is a drug-free workplace. We reserve the right to conduct drug testing in accordance with federal, state, and local laws. All employees and candidates may be subject to drug screening if deemed necessary to ensure a safe and compliant working environment.Equal Employment OpportunityIn order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, sexual orientation, gender identity, protected veteran status, national origin, disability, age, genetic information or any other characteristic protected by law (referred to as "protected status"). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment.TekSynap is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact View email address on click.appcast.io for assistance.