• Oversee all aspects of task order performance and ensure services are delivered in accordance with the PWS, approved schedules, performance standards, and customer expectations. 
• Serve as the contractor’s primary point of contact for the COR and coordinate routinely with the Government Program Manager (GPM), Technical Point of Contact/Task Manager (TPOC/TM), Government Staff (GS), and other government representatives. 
• Organize, direct, and manage complex, interrelated NOC/WNOC support functions. 
• Lead program transition-in and transition-out activities, including transition planning, milestones, staffing, knowledge transfer, risk mitigation, and continuity of operations. 
• Develop, maintain, and execute the Program Management Plan (PMP), including the Quality Control Plan and Staffing/Resource Management Plan. 
• Implement quality controls, metrics, and performance measures; monitor contractor compliance; identify deficiencies; and recommend corrective and preventive actions. 
• Manage staffing and resource allocation, address staffing shortages, maintain qualified personnel, and ensure key positions are filled and supported in accordance with contract requirements. 
• Lead monthly Program Management Review preparation, covering task status, schedule, accomplishments, planned activities, risks, performance metrics, backlog, transition status, change requests, emergency break fixes, escalations, trends, and recommendations for improvement. 
• Ensure daily, weekly, and monthly deliverables are accurate, complete, clear, timely, and stored in approved agency repositories and systems such as Teams, SharePoint, Confluence, and Jira. 
• Coordinate with technical leads responsible for network infrastructure monitoring, event management, incident management, problem management, application management, request fulfillment, technical support, cybersecurity, knowledge management, and performance reporting. 
• Identify program risks, develop mitigation strategies, escalate issues appropriately, and provide decision-quality recommendations to government stakeholders. 

 

• Bachelor’s degree in a related technical field such as Management Information Systems, Computer Science, Engineering, Information Technology, Networking, or Telecommunications. 
• At least fifteen (15) years of experience organizing, directing, and managing contract operations support functions and multiple complex, interrelated projects for a large, complex federal agency. 
• Demonstrated experience managing technical support or network operations programs with geographically distributed teams and mission-critical service requirements. 
• Experience with performance management, quality assurance, staffing/resource planning, risk management, reporting, customer relationship management, and corrective-action processes. 
• Strong written and verbal communication skills, including the ability to brief senior government and contractor leadership and produce concise, decision-quality documentation. 
• Experience managing NOC/WNOC or other 24x7x365 operations supporting enterprise LAN, WAN, wireless, voice, video, cloud, network security, and related infrastructure. 
• Working knowledge of ITIL-based incident, problem, event, change, request fulfillment, configuration, and knowledge management processes. 
• Experience with ServiceNow, CMDB administration, Power BI, Microsoft Office, Confluence, SharePoint, Teams, Jira, or comparable operational reporting and collaboration tools. 
• Experience developing and maintaining program management plans, quality control plans, staffing/resource management plans, transition plans, operational SOPs, and program review packages. 
• Experience with federal cybersecurity, FISMA, security policies, vulnerability management, PIV/HSPD-12, and handling of sensitive information. 
• Experience supporting network availability, capacity planning, trend analysis, service-level reporting, and continual service improvement. 
• Experience coordinating technical teams responsible for network infrastructure, incident/problem resolution, application support, security, and operational analytics. 

• Experience supporting a federal civilian agency, or a comparable large-scale enterprise network operations environment. 

• Required: PMP and ITIL v3 Foundation. 
• Preferred: ITIL Intermediate or higher. 

• Ability to obtain Public Trust, Preferred Secret/Top Secret Clearance 

AMERICAN SYSTEMS is committed to pay transparency for our applicants and employee-owners. The salary range for this position is USD $159,200.00/Yr. - USD $265,800.00/Yr. Actual compensation will be determined based on several factors permitted by law. AMERICAN SYSTEMS provides for the welfare of its employees and their dependents through a comprehensive benefits program by offering healthcare benefits, paid leave, retirement plans, insurance programs, and education and training assistance.

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