Program Manager

Koniag Services Inc. a Koniag Government Services company is seeking an experienced Program Manager to lead and oversee IT Call Center operations in support of our government clients in the Nashville Tennessee area. The ideal candidate is a motivated and customer-focused leader with a solid background in managing IT service desk and call center programs within a federal government environment. They bring strong organizational skills a collaborative management approach and a dedication to delivering consistent high-quality service to government end users. Ability to obtain a government security clearance may be required to support Koniag Services Inc. and our government customers. This position is located in Nashville offer competitive compensation and an extraordinary benefits package including health dental and vision insurance 401K with company matching flexible spending accounts paid holidays three weeks paid time off and Description:The Program Manager will be responsible for the oversight and day-to-day management of IT Call Center operations supporting federal government end users in the Nashville area. This individual will serve as the primary point of contact for the customer and internal leadership ensuring that all service delivery commitments contractual requirements and performance metrics are consistently met. Principal responsibilities will include but are not limited to:Provide day-to-day management and operational oversight of IT Call Center activities ensuring consistent and high-quality service delivery to government end as the primary customer-facing representative for the Nashville program building and maintaining strong working relationships with government Contracting Officer Representatives (CORs) program stakeholders and agency and report on program performance metrics and Service Level Agreements (SLAs) identifying trends and implementing corrective actions as needed to maintain compliance and service mentor and manage a team of call center supervisors team leads and IT support specialists fostering a culture of accountability continuous improvement and customer service workforce planning staffing scheduling and resource allocation to ensure adequate coverage and operational efficiency across all call center and maintain program documentation including program plans standard operating procedures (SOPs) transition plans risk registers and monthly/quarterly status program financials including budget tracking forecasting invoicing and variance reporting to ensure program delivery within budgetary with subcontractors and vendors to ensure performance standards are met and contractual obligations are incident escalation processes ensuring timely resolution of critical IT issues and clear communication to stakeholders throughout the resolution continuous process improvement initiatives leveraging ITIL best practices and data-driven insights to enhance call center performance and customer satisfaction program compliance with all federal regulations agency policies contractual requirements and applicable security and lead regular program reviews customer meetings and status briefings delivering clear and concise updates on program health risks and upcoming with the Senior Program Manager and corporate leadership to ensure Nashville program operations are aligned with broader organizational goals and contract business development activities as needed including contributions to re-compete proposals past performance documentation and contract and Experience:Required:Bachelors degree in Business Administration Information Technology Management or a related field from an accredited college or university.7 years of progressive program or project management experience with at least 3 years directly managing IT call center service desk or IT support operations experience managing programs within a federal government contracting managing programs with budgets of $3M or Management Professional (PMP) certification or demonstrated progress toward obtaining certification within 12 months of :Masters degree in Business Administration (MBA) Information Technology Public Administration or a related experience managing federal IT service desk or call center contracts in a Program Manager or equivalent leadership Skills and Competencies:Exceptional communication skills in English both written and oral with the ability to effectively engage government stakeholders technical teams and frontline call center staff at all leadership and people management skills with demonstrated success leading multi-shift call center or service desk teams in a structured service delivery knowledge of IT service management principles and frameworks including ITIL with hands-on experience managing SLAs KPIs and operational performance utilizing IT Service Management (ITSM) platforms such as ServiceNow Remedy or equivalent ticketing and workflow management understanding of federal government contracting processes including FAR compliance contract deliverable management and COR/CO in program planning scheduling financial management and risk mitigation within a government contracting in Microsoft Office Suite (Word Excel PowerPoint Outlook) and collaboration tools such as Microsoft Teams and analytical and problem-solving skills with the ability to make informed operational decisions in a fast-paced customer-focused ability to manage competing priorities and deliver results in a deadline-driven to obtain and maintain a government security clearance as Skills and Competencies:Active government security clearance (Secret or higher).ITIL Foundation certification or higher (ITIL Intermediate or ITIL 4 Managing Professional).Experience with Agile or hybrid program management methodologies as applied to IT service delivery Management Professional (PgMP) with federal IT governance frameworks such as FITARA FedRAMP or NIST cybersecurity with workforce management tools and call center performance analytics of Earned Value Management (EVM) principles and reporting within a federal contract Support Center Manager (HDI-SCM) or equivalent IT support center leadership supporting business development efforts including proposal contributions past performance write-ups and staffing Equal Employment Opportunity Policy:The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race color religion creed ethnicity sex sexual orientation gender or gender identity (except where gender is a bona fide occupational qualification) national origin or ancestry age disability citizenship military/veteran status marital status genetic information or any other characteristic protected by applicable federal state or local law. We are committed to equal employment opportunity in all decisions related to employment promotion wages benefits and all other privileges terms and conditions of company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or to apply to a position on our website please contact Heaven Wood via e-mail at or by calling to request accommodations. Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical professional and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers employees and native communities. For more information please visit Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352