Job Description

ECS is seeking a Program Manager to work in our Huntsville, AL office.

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ECS is seeking a TS-cleared Program Manager in Huntsville, AL to oversee an 80-person Service Desk and NOC managed services program, supporting approximately 50,000 government and contractor end users both CONUS and OCONUS. We offer the chance to support the world\xe2\x80\x99s finest law enforcement organization and help the people that keep us safe. In this job you will support agents, analysts, and professionals and technology they use to fight terrorism, espionage, cyber-attacks, and major criminal threats.

We are seeking candidates committed to high quality to provide courteous and accurate technical information and support in a timely, efficient, and professional manner. This position performs activities associated with implementation, integration, and support of computer systems in mission critical response operations environment. The PM will work with assigned ECS Director of Client Operations on staffing, contract cost, invoicing, and any other subjects needing escalation.

Responsibilities include:

• Lead call center operations for 80 FTEs dispersed through three locations throughout the United States.
• Manage a diverse portfolio of IT projects, including software development/deployment, infrastructure upgrades, cybersecurity initiatives, and more.
• Provide management, control, planning, and scheduling for projects and services.
• Coordinate work performed and act as the central point of contact (POC) with customer stakeholders.
• Provide agency management with strategic guidance and insights necessary for directing the program.
• Maintain a flexible, responsive, and supportive work environment.
• Provide leadership, management, oversight, control, and direction to all subcontractors.
• Analyze call and interaction ticket volumes throughout the day and week; staff appropriately to meet customer requirements.
• Maintain open and effective communication with stakeholders, including executives, project teams, and external vendors.
• Monitor and control program budget, timelines, and quality standards.
• Drive continuous improvement in program management processes and methodologies.
• Provide regular program status updates to senior management and other stakeholders.
• Foster healthy working environment.

Required Skills:

• Expert knowledge of the program management frameworks, tailoring approaches and implementing essential activities.
• Expert knowledge in scheduling resources appropriately against contract and government directed priorities, representing it within an integrated schedule and supporting documents.
• Experience with performance-based management, manpower utilization, and supervision of employees (including subcontractors) on projects like the requirements of the TO.
• Experience in managing integration across cross-functional technical teams.
• Ability to make program, business, and process changes; verifying performance improvements through metrics.
• Expertise in managing against service levels and taking action to meet or exceed each parameter.
• Demonstrated experience in achieving excellent quality assurance goals.
• Demonstrated written and verbal communication skills presenting material to senior Government officials.
• Ability to organize, direct, and manage TO operation support functions involving multiple complex and inter - related projects and / or tasks.
• Experience managing IT contract personnel at multiple technical domains and locations.
• Demonstrated relevant IT project management experience, including having oversight of multiple simultaneous projects.
• Experience monitoring employee performance and productivity -- taking corrective action as necessary.
• Experience maintaining and managing client relationships at senior levels.
• Leadership and Team Management
• Strong Communication Skills
• Strategic Thinking
• Problem Solving
• Conflict Resolution
• Financial Management
• Ethical Conduct

Qualifications:

• Top Secret / SCI with Polygraph
• Bachelor\xe2\x80\x99s degree in IT field with 8 years of experience OR;
• Master\xe2\x80\x99s degree in IT field with 6 years of experience.
• Minimum 10 years\xe2\x80\x99 experience managing projects similar in size, scope, and complexity (Call Center/Help Desk)
• PMP certification
• Direct experience running programs of at least 50 + FTEs

Desired Skills:

• Advanced IT tools use within an AWS IT Infrastructure
• Certified Scrum Master certification
• Help Desk Certification
• Infrastructure Life Cycle
• SAFe/Agile Methodologies
• Program Management including acquisition and budget management services
• Risk Assessment
• Scheduling
• Invoicing
• Corporate program management administration
• Resource Allocation
• Risk Management
• Change Management
• Quality Assurance
• Stakeholder Management
• Collaboration
• Customer Focus
• Documentation Skills

ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state, or local law. ECS promotes affirmative action for minorities, women, disabled persons, and veterans.

ECS is a leading mid-sized provider of technology services to the United States Federal Government. We are focused on people, values and purpose. Every day, our 3000+ employees focus on providing their technical talent to support the Federal Agencies and Departments of the US Government to serve, protect and defend the American People.

ECS