Job Summary:

We are seeking an experienced Information Technology Program Manager to oversee and lead our IT program in the Opelousas area. The ideal candidate will have a strong background in project and program management, with expertise in utilizing various tools and methodologies to drive successful engineering initiatives.

Primary Position Tasks: Listing of the primary tasks the position will be responsible for

• Depending on the scope of the client contract, the SDM may report to an Account Manager (AM) or the Senior Director of Service Delivery. The distinguishing criteria for determining the reporting relationship is whether the SDM is embedded within the client’s operations or Red River’s operations.
• Developing, with the AM, action plans resulting from root cause analyses, audits or other activities under the Service Level Agreements reached with clients.
• Leading, coaching, and potentially managing dedicated service desk team made up of Tier 1 thru Escalation analysts operating both on-site at the customer location or from our remote operations center.
• Developing, documenting, and refining service operating processes and procedures to drive improvements for more effective and efficient delivery.
• Monitoring, measuring, and reporting on performance against SLAs and KPIs.
• Delivering scheduled and ad-hoc Service reporting to management and clients
• Assisting with managing IT projects that leverage delivery staff including Professional Services Staff.
• Managing client escalations and satisfaction related issues
• Providing guidance to direct reports, both first line manager and delivery-oriented employees.
• Serving as an escalation point within Red River management for clients of Managed Services and resolving escalated issues in accordance with the Red River dispute escalation procedures.
• Ensuring clarity around priorities and goals for business operations, procurement, asset management and customer facing functional areas.
• Working across functions with peers in other accounts to ensure completion of shared goals.
• Interacting with senior management for reporting, strategy development and execution planning.
• Supporting Account Operations Management in the process of authorizing invoicing as part of contract management.
• Reviewing monthly charges and invoices to assure the accuracy of service fees and other charges including accurate pass-through expenses.
• Investigating variances relating to forecast expenditures or incurred expenditures.
• Reviewing and providing input on any amendments or Changes that modify the Service Fees
• Other business duties as assigned.

Knowledge, Skills and Abilities:

• Proficiency in leading both physical and virtual teams
• Ability to drive strategic direction.
• Decision-making skills
• Experience in dealing with third-party-provided services
• Asset management expertise and procurement expertise
• Project Management experience, certification is preferred
• Strong organizational skills capacity to train and guide junior team members.
• Proactive attitude

Minimum Education/Certification/Experience Requirements:

• BS Business Administration, Computer Science, Engineering or other technical degree or equivalent experience.
• Previous technical support and experience in IT infrastructure with focus on Data Center, Network, Cloud Computing, Unified Communications, and Cyber Security, Database Management.

Preferred Education/Certification/Experience:

• Experience with IVR technologies
• Experience with ServiceNow.
• 5 years of management experience, up to 3 years of P&L management experience.
• Knowledge of ITIL framework

Job Type: Full-time

Pay: $80,000.00 - $115,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Professional development assistance
• Tuition reimbursement

Experience level:

• 5 years

Schedule:

• Monday to Friday

Work Location: In person