Information Technology Program Manager

Skills / Experience Required

• Senior Information Technology (IT) Program Manager must hold a current Active Top-Secret clearance
• 10 years of IT program/project management experience, with at least 5 years managing IT service delivery in a federal/government contracting environment
• Sr IT Program Manager responsibilities:
• Proven experience in managing IT support operations, service desk functions, and IT deployment projects within a structured governance framework
• Demonstrated success in staff supervision, training, and performance management in IT service delivery roles
• Strong background in Quality Assurance (QA), compliance, and contract performance metrics (ISO 9001, ISO 20000, CMMI Level 3)
• Experience working with Change Management Control Boards and overseeing enterprise-wide IT changes
• Manage and coordinate urgent and complex support issues, identifying root causes and ensuring proper communication with customers
• Supervise support staff activities, develop training materials, schedule work shifts, and provide backup support as needed
• Ensure customer expectations are met or exceeded by monitoring staff performance and service delivery
• Ensure the quality of all personnel and services provided under the contract
• Oversee service, product, and personnel quality, ensuring on-time delivery within budget and contract guidelines
• Validate ISO 9001 compliance of the Quality System, whether under a Quality Control Plan (QCP) or Quality Management System (QMS)
• Conduct quality inspections to confirm compliance with government standards
• Implement an ISO 20000 or CMMI Level 3-based system focused on preventing non-conformance
• Establish a structured process for handling customer complaints and corrective actions
• Ensure all services meet PWS requirements while adhering to budget, schedule, and staffing constraints
• Collaborate with the Technical Point of Contact (TPOC) for efficient service planning and delivery
• Support the TPOC by providing performance and service delivery updates
• Participate in formal project reviews and progress meetings as scheduled by the Contracting Officer or TPOC
• Proactively notify the TPOC of any service delivery delays or issues
• Ensure all Enterprise-impacting work is coordinated through the Change Management Control Board
• Submit all Requests for Change in accordance with Redstone Arsenal policies
• Oversee daily operations and maintenance of the Mission Support Desk, ensuring quality and timely performance
• Develop and maintain a Customer Ticket Management and Resolution SOP aligned with ISO 9001, ISO 20000, or CMMI Level standards
• Submit the SOP to the TPOC for approval within two weeks of delivery order award, with final approval within one week of submission
• Provide written recommendations for IT policy improvements as requested by the TPOC
• Develop and execute deployment plans for software/hardware tools to ensure efficient implementation
• Monitor and report performance against the metrics stated in section 11, ensuring compliance with PRS/QCP for customer ticket management
• Upon notification of hardware deployments, submit a written deployment plan within 10 working days
• Ensure deployment plans include necessary tools and methods for efficient execution per TPOC guidelines
• Oversee and execute the approved deployment plan, ensuring full functionality of deployed hardware/software

Education / Certifications

• Bachelor’s degree Information Technology, Computer Science, Business Administration, or a related field (master's degree is preferred)
• 8 years of Information Technology service Program Management experience maybe substituted in lieu of education
• Project Management Professional (PMP)®
• ITIL foundation
• DoD 8570.01-M Certification (baseline & CE) requirement: None

Benefits

• Medical, dental, vision, disability, and life insurance
• Flexible Spending Accounts
• 401(k)
• PTO
• Paid Parental leave
• Tuition reimbursement
• Paid federal holidays

Security Clearance

Must be a U.S. Citizen. A high-level Department of Defense active security clearance is/may be required. Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to government information.

Physical Requirements

Work may involve sitting or standing for extended periods of time and typing and reading from a computer screen. The candidate must have enough mobility, including bending, reaching, and kneeling, to complete daily duties in a prompt and efficient manner and that may include lifting to thirty pounds, as necessary.

Company Summary

Headquartered in Hawaii, Galapagos Federal Systems, LLC is an SBA Certified Native Hawaiian Organization 8(a) Small Business specializing in global information technology and offering professional solutions in IT Design & Installation, Cybersecurity Engineering & Support, Application Integration & Development, Software & Hardware Engineering, Network & Systems Management, Information Systems Security, and Business Management Services.

Leveraging over 30 years of providing IT services to the federal & commercial market with projects found around the world, our team has innovative expertise in the development of a wide range of technological solutions. Galapagos Federal Systems, LLC is an equal opportunity employer.

Our service commitment is simple - "Quality IT Solutions... On Time & On Budget."

Company Employment Statement

Galapagos Federal Systems, LLC reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing as positions, functions, and qualifications may vary depending on business needs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Galapagos Federal Systems, LLC is an equal opportunity employer and does not discriminate against applicants based on race, color, creed, religion, medical condition, legally protected genetic information, national origin, sex (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status or legally protected characteristics.

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