A3T (Agil3 Technology Solutions)
Overview
The Program Manager II provides overall leadership, direction, and oversight of the contract. This position is responsible for ensuring compliance with contract requirements, meeting performance standards, managing resources, and driving continuous improvement in customer service delivery. The Program Manager II serves as the primary point of contact with the Government Contracting Officers Representative (COR) and government agency senior leadership. Key Responsibilities
Provide overall management and direction of contract operations to ensure successful performance of all task areas: Program Management, Tier I Operations, Tier II Advanced Support, and optional Account Service Desk (if exercised) Ensure compliance with performance standards and Acceptable Quality Levels (AQLs) defined in the PWS, including customer satisfaction, response times, and quality assurance Develop and maintain Program Management deliverables, including: Staffing/Resource Management Plan Quality Control SOP Training SOP Operations Management SOP Program Management Review (PMR) reports
Provide strong leadership in personnel management, including hiring, onboarding, retention, and performance management of supervisory and support staff Oversee daily and long-term staffing to ensure adequate coverage across three sites and remote staff Coordinate and oversee incoming and outgoing transition activities to ensure seamless handover of responsibilities Lead efforts in Knowledge and Service Catalog Management, ensuring documentation is accurate, current, and available to support Tier I and Tier II operations Conduct program reviews with Government leadership, present performance metrics, and implement corrective actions as needed Manage subcontractors, ensuring compliance with contractual and operational requirements Provide after-action reports and mitigation plans for operational events (e.g., call volume spikes, outages, system incidents) Ensure contract compliance with security policies, privacy requirements, and Section 508 accessibility standards Minimum Qualifications
Education:
Bachelors degree in Information Technology, Business Administration, Management, or related field. Masters degree preferred Experience:
Minimum 10 years of progressive management experience, including at least 5 years managing IT Service Desk or large-scale IT support programs Demonstrated experience leading 24x7x365 operations supporting a federal agency or similar enterprise-level customer base Experience with Help Desk Institute (HDI) and ITIL-based service delivery frameworks Strong background in staffing, resource planning, and performance management across multiple sites Proven success in managing transition activities (contract start-up and closeout)
Certifications:
ITIL v4 Foundation (required) PMP (Project Management Professional) or equivalent (preferred)
Skills:
Strong leadership and interpersonal communication skills Ability to analyze operational trends and develop process improvements Proficiency with IT Service Management (ITSM) tools (e.g., ServiceNow) Skilled in report development and presentation to executive stakeholders
Other Requirements
Must pass background investigation Must be a U.S. Citizen Must be able to work on-site in the National Capital Region, with occasional travel Company Overview
Agil3 Technology Solutions LLC ("A3T") is a Northern Virginia based, ISO 9001:2018, ISO 20000 & ISO 27001 Certified, 8a, Women-Owned (WOSB) and Service-disabled Veteran-Owned (SDVOSB) small business. A3T is a recognized provider with industry accolades and growth. As part of our growth, we are looking for YOU to join our growing team. Benefits
Medical Insurance Dental Insurance Vision Insurance Life Insurance Short Term & Long-Term Disability 401k Retirement Savings Plan with Company Match Paid Holidays Paid Time Off (PTO) TUITION and Professional Development Assistance Parking/Travel Reimbursement (metropolitan areas) Location: Arlington, VA Salary: $165,000.00-$215,000.00 #J-18808-Ljbffr
The Program Manager II provides overall leadership, direction, and oversight of the contract. This position is responsible for ensuring compliance with contract requirements, meeting performance standards, managing resources, and driving continuous improvement in customer service delivery. The Program Manager II serves as the primary point of contact with the Government Contracting Officers Representative (COR) and government agency senior leadership. Key Responsibilities
Provide overall management and direction of contract operations to ensure successful performance of all task areas: Program Management, Tier I Operations, Tier II Advanced Support, and optional Account Service Desk (if exercised) Ensure compliance with performance standards and Acceptable Quality Levels (AQLs) defined in the PWS, including customer satisfaction, response times, and quality assurance Develop and maintain Program Management deliverables, including: Staffing/Resource Management Plan Quality Control SOP Training SOP Operations Management SOP Program Management Review (PMR) reports
Provide strong leadership in personnel management, including hiring, onboarding, retention, and performance management of supervisory and support staff Oversee daily and long-term staffing to ensure adequate coverage across three sites and remote staff Coordinate and oversee incoming and outgoing transition activities to ensure seamless handover of responsibilities Lead efforts in Knowledge and Service Catalog Management, ensuring documentation is accurate, current, and available to support Tier I and Tier II operations Conduct program reviews with Government leadership, present performance metrics, and implement corrective actions as needed Manage subcontractors, ensuring compliance with contractual and operational requirements Provide after-action reports and mitigation plans for operational events (e.g., call volume spikes, outages, system incidents) Ensure contract compliance with security policies, privacy requirements, and Section 508 accessibility standards Minimum Qualifications
Education:
Bachelors degree in Information Technology, Business Administration, Management, or related field. Masters degree preferred Experience:
Minimum 10 years of progressive management experience, including at least 5 years managing IT Service Desk or large-scale IT support programs Demonstrated experience leading 24x7x365 operations supporting a federal agency or similar enterprise-level customer base Experience with Help Desk Institute (HDI) and ITIL-based service delivery frameworks Strong background in staffing, resource planning, and performance management across multiple sites Proven success in managing transition activities (contract start-up and closeout)
Certifications:
ITIL v4 Foundation (required) PMP (Project Management Professional) or equivalent (preferred)
Skills:
Strong leadership and interpersonal communication skills Ability to analyze operational trends and develop process improvements Proficiency with IT Service Management (ITSM) tools (e.g., ServiceNow) Skilled in report development and presentation to executive stakeholders
Other Requirements
Must pass background investigation Must be a U.S. Citizen Must be able to work on-site in the National Capital Region, with occasional travel Company Overview
Agil3 Technology Solutions LLC ("A3T") is a Northern Virginia based, ISO 9001:2018, ISO 20000 & ISO 27001 Certified, 8a, Women-Owned (WOSB) and Service-disabled Veteran-Owned (SDVOSB) small business. A3T is a recognized provider with industry accolades and growth. As part of our growth, we are looking for YOU to join our growing team. Benefits
Medical Insurance Dental Insurance Vision Insurance Life Insurance Short Term & Long-Term Disability 401k Retirement Savings Plan with Company Match Paid Holidays Paid Time Off (PTO) TUITION and Professional Development Assistance Parking/Travel Reimbursement (metropolitan areas) Location: Arlington, VA Salary: $165,000.00-$215,000.00 #J-18808-Ljbffr