Program Manager (AV/IT)

Position Summary

The AV/IT Program Manager is accountable for all contract performance and is the single point of contact for the COR. The PM plans and staffs the work, monitors performance against the QASP metrics, owns quality control and all contract deliverables, and leads equipment lifecycle and refresh planning with the MSCoE G6 staff.

Major Duties

• Contract management and COR coordination. Serve as primary point of contact to the COR and CO; hold regular status meetings; coordinate schedule changes, short-notice requests and Government-directed priorities; manage phase-in and staffing actions.


• Performance and quality management. Track performance against the QASP: 95% of tickets within priority timeframes, 99% system uptime, 100% event readiness, 100% on-time preventive maintenance and reports, 100% cybersecurity compliance and 90% user satisfaction. Prepare and carry out corrective action plans within 5 business days of a Government deficiency notice.


• Reporting and deliverables. Approve and submit the weekly progress report (Mondays by 1200); the monthly status, preventive maintenance, training and inventory reports (within 5 business days of month end); and the annual performance report (within 15 business days of year end).


• Staffing and workforce management. Hire, schedule and supervise staff to keep the help desk fully staffed 0630–1700; plan leave and backfill; ensure every technician meets C.5 qualifications, holds the required clearance and completes cybersecurity training before starting work.


• Event program oversight. Approve the written event support plan for each special event at least 7 calendar days ahead; confirm staffing for up to 30 after-hours events a year; review post-event summary reports.


• Lifecycle, refresh and cybersecurity coordination. With MSCoE G6 IT and cybersecurity staff, lead equipment lifecycle assessments, refresh, upgrade and procurement recommendations, and AV/IT cybersecurity compliance


• Risk and issue management. Escalate systemic issues and trends to the COR; make sure cybersecurity incidents reach the COR and MSCoE G6 cybersecurity within 1 hour.

Qualifications (Proposed Minimums)

• Bachelor's degree in information technology, business, engineering or a related field. Four additional years of relevant experience may substitute for the degree.


• 7 years of experience in IT or AV/IT services, including at least 3 years managing a service contract for DoD or another Federal customer.


• Experience managing help desk or service desk operations against service-level metrics, and supervising technical staff.


• Working knowledge of AV/IT, VTC and collaboration systems, and of DoW/Army cybersecurity requirements.

Certifications

• PMP or equivalent (preferred).


• ITIL 4 Foundation (preferred).


• CompTIA Security+ or another DoD 8140-qualifying certification (preferred; required if granted privileged network access).

Security Clearance

• Active Secret clearance