Program Manager

DecisionPoint 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.

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.

• 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.

The salary range for this role is $155k to $163k.

DecisionPoint provides a comprehensive benefits package including Medical, Dental, Vision, Life Insurance, Short-Term Disability, Long-Term Disability, 401(k) Match, Health Savings Account, Flexible Spending Account, Training Reimbursement, Education Assistance, Paid Time Off, and Holidays.

• EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.
• Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
• Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.