Senior IT Program Manager

Senior IT Program Manager

Allegheny Science & Technology (AST) seeks an experienced Senior IT Program Manager to lead and supervise a team in providing oversight of the planning, coordination, and execution of IT support projects and IT operational tasks. This role is responsible for managing project delivery across operations, networks, cybersecurity, desktop/computer support, and help desk functions, ensuring all projects are completed on time, within budget, and to a high standard of customer satisfaction.

The Senior IT Program Manager is responsible for leading the planning, coordination, execution, and oversight of IT support projects and ongoing operational functions. This role oversees project delivery, operational performance, network and cybersecurity alignment, desktop and end-user support, and help desk operations. The position ensures that all IT initiatives are delivered on schedule, within scope and budget, and aligned with enterprise mission requirements, federal requirements and customer satisfaction including after-hours operational needs.

Duties & Responsibilities:

• Lead, supervise, and mentor IT support staff across operations, networks, cybersecurity, computer support, and help desk functions.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Develop, implement, and maintain IT support policies, procedures, and best practices.
• Manage staffing, work schedules, timecard reporting, and after-hours support coverage.
• Address personnel matters, performance concerns, and training needs.
• Provide regular status updates to client and company leadership.
• Represent the contractor support team in management meetings with internal and external stakeholders.
• Oversee project delivery lifecycles, including initiation, planning, execution, monitoring, and closeout.
• Ensure service quality, continuous improvement, and compliance with enterprise IT standards and policies.
• Develop and deliver program updates, performance metrics, and risk assessments to senior leadership.
• Coordinate with stakeholders, contractors, and technical leads to ensure alignment with mission needs, regulatory requirements, and strategic objectives.

Project & Operational Management

• Lead day-to-day IT operations, including hardware, software, end-user support, and overall service delivery.
• Establish project requirements, deadlines, priorities, and resource assignments.
• Oversee project schedules, budgets, deliverables, and implementation of technology solutions.
• Ensure timely completion of projects, tasks, and operational support activities while maintaining high service levels.
• Evaluate project structures and workflows for efficiency and implement improvements as needed.
• Support asset management and lifecycle planning for IT equipment.
• Maintain strong service-level performance, ensuring timely resolution of operational issues.
• Oversee compliance with IT governance processes, change-management procedures, and configuration standards.
• Manage data calls, resource allocation, contractor oversight, and performance monitoring.

Network & Cyber Oversight

• Oversee monitoring and maintenance of network infrastructure to ensure strong performance, availability, and security.
• Coordinate with network engineers on upgrades, troubleshooting, and capacity planning efforts.
• Ensure proper implementation and enforcement of network security protocols and compliance requirements.
• Oversee cybersecurity functions, including firewalls, log collection, wireless networks, remote access, and vulnerability remediation.
• Manage system hardening activities and responses to emerging vulnerabilities.
• Coordinate with cybersecurity teams to ensure systems, operations, and IT services meet security requirements and support continuous risk management.
• Support cybersecurity initiatives such as compliance activities, risk reviews, audit readiness, and program enhancements.
• Ensure alignment between security policies, operational practices, and mission objectives.

IT Computer Support & Helpdesk Oversight

• Ensure IT computer support and helpdesk teams deliver responsive, high-quality service.
• Oversee support functions including inventory management, mobile devices, desktops/laptops, printers, and application support.
• Ensure support processes and service expectations are consistently met.
• Ensure timely response to incidents, outages, and high-priority customer issues.

Strategic Planning & Resource Management

• Identify opportunities for process improvement, service enhancement, and technology modernization.
• Assist with budgeting, forecasting, and resource allocation for IT projects and support
• Develop and maintain project plans, schedules, and resource forecasts to support organizational priorities.
• Monitor and balance workload distribution to ensure effective use of staff and contractor resources.
• Support procurement planning, including defining technical requirements and coordinating with acquisition teams.

Required Qualifications:

• Bachelor's degree in Computer Science, Business Administration, Management, Information Systems, or a related technical/scientific field; an associate degree, certifications, or equivalent experience may also be considered.
• 15+ years of experience in project management and team leadership within an IT or technical support environment. Demonstrated experience leading complex IT functions including operations, networks, cybersecurity, and end-user support.
• Exceptional leadership, communication, organizational, and stakeholder-engagement skills, with the ability to manage multiple priorities in a fast-paced operational environment.

Desired Qualifications:

• Relevant experience as supervisor and appropriate certifications or formal training in project management, personnel management, team building, computer systems, or IT-related disciplines.
• Prior experience providing IT project management support for federal clients. Prior DOE support is desired.

Other Qualifications:

• U.S. Citizenship is required.
• Must be able to obtain an HSPD-12 badge and DOE Q clearance.