Program Manager

Company: DecisionPoint Corporation
Location: Washington
Posted on: May 24, 2025

Job Description:

OverviewDecisionPoint Corporation is seeking a Program Manager to lead and manage the Tier 2 and Tier 3 end-user support services for the USDA Customer Experience Center (CEC). This role will oversee IT service delivery to ensure efficient support, meeting USDA's needs for customer service, incident response, change management, and hardware support. The position will be based on-site at designated USDA facilities to facilitate close collaboration and seamless service delivery.Duties & Responsibilities

• Oversee full program execution for USDA CEC Tier 2 and Tier 3 support, managing daily operations to meet service level agreements (SLAs) and performance metrics.
• Implement and monitor an Agile Plan-Do-Check-Act (PDCA) management cycle to drive continuous improvement in program processes and service delivery.
• Lead a team of technical support staff, including Tier 2 and Tier 3 specialists, to resolve incidents, fulfill service requests, manage hardware deployment, and support account management.
• Develop and maintain a strategic plan for risk management, identifying and mitigating potential service and staffing challenges in alignment with USDA's IT policies and standards.
• Coordinate with subcontractors and stakeholders to ensure unified project goals, incorporating a "One Badge" approach for seamless team integration.
• Utilize the USDA-provided ITSM system (BMC Remedy Helix or equivalent) for tracking, reporting, and managing incident and service request tickets.
• Ensure compliance with USDA's requirements for asset tracking, customer notifications, account management, and knowledge management.
• Facilitate and manage escalations from Tier 2 to Tier 3 support, ensuring issues are addressed promptly and within contractual performance standards.
• Generate and present weekly status reports and performance updates to USDA, providing insights into service efficiency, ticket resolutions, and potential areas for improvement.
• Foster communication with USDA stakeholders to maintain alignment on project objectives, priorities, and resource needs.Qualifications
  • Ability to obtain a Public Trust Clearance.
  • Bachelor's Degree in Business, IT Management, or a related field.
  • 5+ years of experience managing complex IT service delivery programs within federal or public sector environments.
  • Demonstrated expertise in helpdesk management, ITIL practices, and federal IT compliance standards.
  • Knowledge of federal service quality standards such as ISO 9001, ISO 20000, and CMMI Level 3.
  • Strong organizational and leadership skills, with experience managing Tier 2 and Tier 3 technical support teams.
  • Familiarity with federal IT service management platforms, including BMC Remedy or ServiceNow.
  • Excellent communication skills, with the ability to engage and build relationships with stakeholders and team members.
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Keywords: DecisionPoint Corporation, Germantown , Program Manager, Executive , Washington, Maryland