Development InfoStructure
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
ITIL v4 Foundations certification
Plus one of the following master-level certifications:
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 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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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
ITIL v4 Foundations certification
Plus one of the following master-level certifications:
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 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.
#J-18808-Ljbffr