Bailey Information Technology Consultants is seeking a highly skilled and experienced Help Desk Program Manager to lead and manage the delivery of exceptional help desk services for a government contract. This position requires a dynamic professional with the authority to act on behalf of the contractor and to work directly with the Contracting Officer's Representative (COR) and the Defense Travel Management Office (DTMO) Program Manager (PM). The ideal candidate will have a proven track record of success in program management, particularly in managing government contracts.
Clearance: Must posses and maintain an active Secret security clearance as required by the contract.
Responsibilities
- Serve as the primary point of contact for all contract-related matters, representing Bailey Information Technology Consultants with government stakeholders.
- Collaborate closely with the COR and DTMO PM to ensure contract requirements and objectives are met.
- Oversee the daily operations of the help desk team, ensuring timely and high-quality service delivery.
- Develop and implement performance metrics to monitor and improve help desk efficiency and customer satisfaction.
- Provide strategic leadership to help desk staff, fostering a culture of excellence and continuous improvement.
- Ensure compliance with all contractual obligations, government regulations, and company policies.
- Manage budgets, schedules, and resources to meet or exceed project deliverables.
- Prepare and deliver detailed reports, presentations, and briefings to government officials and internal stakeholders.
- Identify risks and implement mitigation strategies to ensure project success.
Qualifications
- Experience: Minimum of 5 years of program management experience managing government contracts, preferably in a help desk or IT support environment.
- Education: Bachelor’s degree in Business Administration, Information Technology, or a related field. (Master’s degree preferred.)
- Certifications: PMP (Project Management Professional) certification or equivalent is strongly preferred.
- Skills:
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Proficiency in project management tools and methodologies.
- Ability to analyze complex problems and implement effective solutions.
- Knowledge of government contracting processes and requirements.
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Preferred Qualifications
- Experience managing help desk operations for federal agencies.
- Familiarity with DTMO processes and requirements.
- ITIL certification or similar credentials.
Why Join Us?
At Bailey Information Technology Consultants, we value innovation, dedication, and excellence. By joining our team, you will have the opportunity to work on impactful projects that support the mission of our government clients. We offer competitive compensation, comprehensive benefits, and a supportive work environment that fosters professional growth.