Program Manager (PM)

Company Overview
Development InfoStructure LLC., (Devis) is a leading provider of innovative software development, management, and consulting services, specializing in cutting-edge technologies such as DevSecOps, AI, and Machine Learning. With over 30 years of experience, we have established ourselves as a trusted partner for government agencies, delivering tailored, mission-critical solutions that drive digital transformation and operational excellence. Our client-centric approach, coupled with our deep domain expertise and technical prowess, enables us to forge enduring relationships and consistently deliver high-impact, adaptive solutions that resonate with the unique needs of the public sector.

Job Overview
As Program Manager, you will oversee all aspects of IT service desk operations including contact center services, in-person technical support, audio/visual services, and specialized support systems. You will serve as the contractor's authorized interface with government stakeholders while maintaining overall accountability for contract performance across all service lines and ensuring delivery meets or exceeds all Service Level Agreements.

This role is contingent upon contract award, and will be full-time, on-site position, based at the Library of Congress located on Capitol Hill in Washington, DC with core hours Monday-Friday: 7:00 AM to 5:30 PM

What You'll Do

Lead Strategic Operations

• Serve as the contractor's authorized interface with the Government Contracting Officer (CO), Contracting Officer's Representative (COR), government management personnel, and customer agency representatives
• Maintain overall accountability for contract performance across all service lines and ensure delivery meets or exceeds all Service Level Agreements (SLAs)
• Develop and execute strategic initiatives to enhance service delivery, operational efficiency, and customer satisfaction
• Lead contract transition activities, both transition-in and transition-out, ensuring seamless continuity of services

Manage Complex Service Operations

• Direct and oversee 24x7x365 IT contact center operations supporting Library staff, contractors, and public users
• Manage Technology Assistance Center (TAC) operations providing in-person support during business hours (7AM-5:30PM)
• Oversee specialized support services including audio/visual support for Library events and conferences, reading room and research center technical support, overseas office remote support services, Copyright Office public-facing system support, and Congressional Research Service embedded support teams
• Ensure seamless integration of Tier I, II, and III support services across all delivery channels

Drive Team Excellence

• Lead and manage a diverse workforce of IT professionals across multiple functional areas and service delivery models
• Make all staffing decisions for contract execution, ensuring appropriate skill mix and coverage levels
• Oversee recruitment, onboarding, training, and performance management of contractor personnel
• Manage subcontractor relationships and performance (if applicable)
• Ensure all contractor personnel complete required security clearances and maintain compliance with Library security requirements

Ensure Quality & Continuous Improvement

• Develop and implement comprehensive Quality Control Plans aligned with government Quality Assurance Surveillance Plans
• Establish and monitor key performance indicators and service level metrics
• Drive continuous improvement initiatives using ITIL best practices and industry standards
• Conduct regular service reviews and implement corrective actions as needed
• Oversee incident management, problem management, and change management processes

Manage Stakeholder Relations

• Communicate policies, purposes, and organizational goals to all subordinate personnel
• Present regular performance reports and metrics to government stakeholders
• Participate in strategic planning sessions and service improvement initiatives
• Build and maintain positive relationships with Library service units and customer representatives
• Lead major incident response coordination and crisis management efforts

Oversee Compliance & Asset Management

• Track and account for all government-provided equipment and assets
• Ensure compliance with federal information security standards including FISMA and NIST guidelines
• Maintain adherence to Library of Congress regulations and federal contracting requirements
• Oversee hardware and software procurement support services
• Manage logistics and shipping services for remote equipment deployment

What We're Looking For

Required Qualifications

Education & Experience

• Bachelor's degree in Computer Science, Information Systems, Engineering, Business Administration, or related discipline and 8 years of progressive experience in IT support/service management or related field OR 10 years of progressive experience in IT support/service management or related field
• At least 5 years must include IT service management in leadership roles
• Demonstrated experience managing large-scale IT support operations in complex environments
• Proven track record leading multi-functional teams across various technical disciplines
• Experience providing supervisory oversight and coordinating complex technical tasks

Required Certifications

• Information Technology Infrastructure Library (ITIL) v4 Foundations certification
• Plus one of the following master-level certifications:
  • Project Management Professional (PMP)
  • Six Sigma certification (Green Belt or higher)
  • Other comparable master-level management certification

Technical Skills

• Comprehensive understanding of IT service management frameworks and best practices
• Knowledge of common information technology applications, network services, and communications systems
• Familiarity with associated protocols and industry standards
• Understanding of federal information security and device configuration standards
• Proficiency with ITSM tools and platforms (ServiceNow experience preferred)
• Ability to use automated tools such as Microsoft Office to communicate and present ideas, information, and reports

Leadership Capabilities

• Excellent verbal and written communication skills
• Proven leadership experience managing personnel across multiple functional task areas
• Demonstrated ability to formulate, enforce, and enhance work standards
• Experience assigning schedules, reviewing work discrepancies, and supervising contractor personnel
• Track record of successful vendor/subcontractor management

Preferred Qualifications

• Experience managing government contracts preferred; federal agency experience highly desirable
• Experience with Project Lifecycle Management (PMLC) methodologies
• Knowledge of Capability Maturity Model Integration (CMMI)
• Previous experience supporting federal legislative branch agencies
• Experience managing 24x7 service desk operations with 100+ staff members
• Advanced ITIL certifications (ITIL Expert or Master level)
• Experience with performance-based service acquisitions (PBSA)
• Scaled Agile Framework (SAFe) certification or experience
• ServiceNow platform administration experience
• Experience with Library or similar cultural institution operations

Performance Expectations

Success in this role means:

• Maintaining accountability for contract performance across all service lines
• Meeting or exceeding all Service Level Agreements (SLAs)
• Successfully leading strategic initiatives that enhance service delivery and operational efficiency
• Building and maintaining positive stakeholder relationships across government and contractor teams

Special Requirements

• Must be designated as Key Personnel under the contract and cannot serve in any other capacity
• Must submit to and successfully complete federal background investigation for privileged access
• Must obtain Library-issued identification badge and maintain continuous compliance with security requirements
• Must complete Library of Congress mandatory information security training annually
• Must be available for on-site presence during major incidents or service disruptions
• Position requires U.S. citizenship or permanent resident status
• Must maintain appropriate professional appearance and conduct when on Library premises

Salary Range

• $145,000 to $155,000

Devis is an AA/EOE/M/F/Disabled/VET Employer committed to providing equal employment opportunity without regard to an individual’s race, color, religion, age, gender, sexual orientation, veteran status, national origin or disability.

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