Address
Form of workResponsible for the overall contract performance and the delivery of Tier 1-3 application support and infrastructure services. Interfaces continually with the customer to ensure expectations are met and to discuss current activities, future plans, and problem resolution. Responsible for formulating and enforcing performance work standards; assigning work schedules; reviewing work discrepancies; supervising contractor personnel; ensuring the completion and submission of contract deliverables; ensuring compliance with contract SLAs and performance criteria; ensuring contract compliance and fulfillment; and communicating policies, requirements, and expectations of the contract to the program staff.
Required Skills
Required Experience
Qualifications:
- Bachelor’s degree in computer science, information systems, business, or related field and 7+ years of program management experience in the planning, directing, and managing a comprehensive application and infrastructure service desk programs of similar size and scope. Experience may be substituted for a degree.
- Experience supporting DHS in a similar capacity is highly desired.
- Ability to manage and deliver services within stringent SLAs and performance criteria while exceeding customer satisfaction goals and corporate financial goals.
- Must have the technical acumen to provide subject matter expertise level of knowledge and guidance to the staff and customer.
- Must have proven knowledge of change and configuration management best practices.
- Must have the ability to effectively interact and communicate verbally and electronically with various levels of staff with various levels of understanding of technology.
- Must have a positive and patient customer service attitude.
- Must be able to lead, inspire, and mentor a multi-disciplined team of both on-site and remote staff.
- ITIL 4 certification is highly desired. Candidates without certification must obtain within 90 days of start.
- Project Management Professional (PMP) certification is highly desired. Candidates without certification must obtain it within 180 days of start.
- Must be able to obtain agency suitability clearance prior to start.
• Strong organizational skills and the ability to solve problems and work independently in a timely fashion
• Knowledge of academic medical centers, hospitals or other health-related concerns; higher education; and communications advertising, public relations, promotions/events and web communications
• Excellent written and verbal communication skills
• Excellent interpersonal communication skills
• Experience with use of web content management systems
• Ability to understand and utilize Search Engine Optimization
• Ability to meet budget and deadlines
• Strong project management skills to oversee the development and production of multiple projects
