Deputy Program Manager

Responsibilities & Qualifications

RESPONSIBILITIES

• Contribute to the preparation of weekly status reports and monthly In-Progress Reviews (IPRs) for the COR.
• Support the development, maintenance, and updating of Standard Operating Procedures (SOPs), Work Instructions (WIs), and other program documentation.
• Help implement the service desk strategy, quality assurance (QA) programs, and continuous improvement initiatives.
• Ensure 24x7x365 operational readiness and support for critical and high-priority incidents.
• Coordinate the resolution of incidents, service requests, and problems with internal and external support teams.
• Monitor and track service desk metrics, including ticket resolution times, call handling performance, and first call resolution (FCR).
• Assist in maintaining and improving knowledge management systems to support end-user resources.
• Maintain strong relationships with J6 stakeholders and end-users to ensure program alignment with mission requirements.
• Support the preparation and delivery of data visualization and performance analytics reports to leadership.
• Conduct wellness visits and ensure readiness for VIP support, special events, and high-profile missions as directed by the Program Manager.
• Ensure adherence to Department of Defense (DOD) policies and industry best practices, including ITIL and PMBOK standards.
• Assist in managing security compliance, vulnerability remediation, and incident response protocols.
• Maintain accountability for government-furnished equipment (GFE) and ensure proper asset management practices.
• Support the Program Manager in providing guidance and direction to a multidisciplinary team.
• Assist in staff training and development, ensuring team members are proficient in tools, processes, and service delivery standards.
• Coordinate cross-functional team activities to maintain seamless program operations.

REQUIRED QUALIFICATIONS

• Experience:
  • Five (5) years’ experience as a program manager
    • Experience managing a 24x7x365 Service Desk of 50+ FTE
    • Experience managing Profit and Loss
    • DOD experience Highly Preferred
  • Demonstrate ability for oral and written communication, preferred this ability with the highest levels of management.
  • Knowledge of industry accepted standards and best practices related to Information Management operations, and with ITSM best practices.
• Education:
  • Bachelors in an IT-related field
• Clearance:
  • Must possess a TS clearance with /SCI eligibility.

Overview

We are seeking a Deputy Program Manager to join our team supporting DISA JSP Service Delivery.

 

TekSynap is a fast-growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. “Technology moving at the speed of thought” embodies these principles – the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.

 

We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.

Visit us at www.TekSynap.com. 

Apply now to explore jobs with us!  

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Additional Job Information

WORK ENVIRONMENT AND PHYSICAL DEMANDS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Locations: Fort Detrick, MD, the Pentagon, Hampton Roads, VA, and the Mark Center in Alexandria, VA.
• Type of environment: On site in one of these locations with the potential for remote or hybrid work schedules
• Noise level: Medium
• Work schedule: Schedule is day shift Monday – Friday. May be requested to work evenings and weekends to meet progra