Program Manager

Employment Classification: Full-Time/Direct Hire, Salary Exempt Base Salary: $120,000-$145,000 annually,based on experience and qualifications. Bonus: $20,600 annual target bonus, paid quarterly Background Requirement: Must successfully pass a Criminal Justice Information Services (CJIS) background check upon hire. About Us: GTS Technology Solutions is Employee-owned (ESOP), established in 1984 and headquartered in Austin, Texas. We provide customized IT solutions with honesty, integrity, and pride, focusing on state and local government agencies, education institutions, including K-12 and higher ed, healthcare entities and private businesses. Our mission is to exceed the expectations of our employees, customers, and partners by delivering the highest level of customer satisfaction. Why Join GTS? Collaborative Culture: At GTS, we believe in fostering a collaborative and inclusive work environment. Our Employee Experience Committee ensures every new hire feels welcomed and supported from day one. Empowerment and Growth: We empower our employees through ownership and continuous development. With our Employee Stock Ownership Plan (ESOP), you have a stake in the company's success. Core Values: Our values include honesty, integrity, & pride in customer satisfaction, employee empowerment, and community engagement. We live by our motto, "Give Through Service", every day. What We Offer: Competitive salary and benefits package Unlimited flexible time off (FTO) Opportunities for professional development and career advancement A supportive and inclusive work environment The chance to make a meaningful impact on our company's growth and success Impactful work - Support major Public Sector and Healthcare projects Innovative Culture - Use the latest tools in recruiting and automation GTS Technology Solutions is seeking an experienced Program Manager to oversee the successful delivery, performance, and strategic direction of customer programs consisting of multiple projects and cross-functional teams. The Program Manager serves as the primary point of contact and trusted partner for assigned enterprise customers while maintaining responsibility for program delivery, financial performance, resource management, contractual compliance, risk management, and customer satisfaction. This position works closely with GTS leadership, internal teams, customer stakeholders, and third-party partners to ensure programs are delivered according to contractual requirements, budgets, timelines, and service expectations. Unlike a traditional Project Manager focused on an individual project, the Program Manager operates across a broader portfolio of activities and is accountable for the overall success and results of the customer program. Supervisory Responsibilities Provide direct management and leadership for employees assigned to customer programs. Hire, onboard, train, coach, and develop employees. Communicate job expectations and establish clear performance objectives. Plan, monitor, appraise, and review employee performance and contributions. Conduct timely and constructive performance evaluations. Review compensation actions and ensure adherence to company policies and procedures. Address employee performance concerns, disciplinary matters, and terminations as appropriate and in accordance with company policy. Ensure employees have the training, tools, resources, and support necessary to successfully perform their responsibilities. Key Responsibilities Oversee multiple projects and workstreams to accomplish strategic customer and organizational objectives. Serve as the primary point of contact between GTS and assigned enterprise customer accounts. Develop strong customer relationships and act as a trusted partner regarding customer use cases, service delivery, and product functionality. Coordinate cross-functional GTS teams and resources on behalf of the customer to provide a cohesive customer experience. Translate strategic objectives into actionable plans and oversee execution across multiple teams and initiatives. Establish and maintain production, productivity, quality, and customer-service standards. Identify operational trends, resolve problems, recommend system and process improvements, and implement appropriate changes. Manage program financial performance by coordinating deployments, monitoring expenditures, analyzing variances, and initiating corrective actions when needed. Identify opportunities to expand existing customer programs and strengthen GTS’s overall relationship with assigned accounts. Coordinate internal departments to ensure programs are completed according to contractual specifications, budgets, timelines, and customer expectations. Proactively identify potential delivery delays and develop alternate plans to minimize customer impact. Identify, analyze, and manage program risks and develop appropriate mitigation strategies. Work directly with third-party suppliers and vendors that support GTS service delivery. Regularly communicate with customers to coordinate meetings, confirm schedules, provide program status updates, and address program-related issues. Provide regular updates to GTS leadership regarding program performance, risks, challenges, and potential issues. Read, understand, and ensure adherence to Contract Agreements, Master Service Agreements (MSAs), Statements of Work (SOWs), and other governing contractual documents. Produce accurate and timely reporting regarding program status, performance, risks, financials, and overall health throughout the program lifecycle. Ensure compliance with applicable program security requirements and confirm assigned staff follow industry security-awareness best practices. Perform timekeeping, resource management, ticket management, invoicing, and project-related activities within NetSuite. Identify opportunities to automate operational activities through integrations between NetSuite, ServiceNow, and other applicable systems. Maintain existing integrations utilizing established change-management processes. Perform other related duties as assigned. Required Qualifications Proven professional experience in program management with responsibility for multiple projects, teams, or workstreams. Proven experience managing employees and leading teams. Demonstrated experience managing customer and executive-level stakeholders. Strong understanding of project management principles, methodologies, and practices. Excellent verbal and written communication skills. Excellent interpersonal and customer-service skills with the ability to develop trusted customer relationships. Strong supervisory, coaching, and leadership skills. Strong analytical, critical-thinking, and problem-solving abilities. Excellent organizational skills and attention to detail. Excellent time-management skills with a demonstrated ability to prioritize competing responsibilities and meet deadlines. Ability to manage budgets, resources, schedules, risks, and program performance. Ability to interpret and operate within contractual requirements, including MSAs and SOWs. Ability to work effectively in a fast-paced and, at times, high‑pressure environment. Driven, self‑motivated, adaptable, and enthusiastic with a proactive, solutions‑oriented approach. Proficiency with Microsoft Office Suite or related business productivity software. Preferred Qualifications Bachelor’s degree in a related field. Experience working within IT services, managed services, technology solutions, or similar environment. ServiceNow Service Desk experience. Experience with or knowledge of endpoint security and anti‑virus applications, including Symantec and McAfee. Experience identifying or implementing workflow automation and system integrations. Experience working with third‑party technology vendors and service providers. Physical Requirements Prolonged periods of sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times. GTS Technology Solutions, Inc. is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, national origin, age, disability, genetic information, or any other protected status in accordance with applicable #J-18808-Ljbffr