Program Manager I (On-Site Lead)

Vision Information Technology Consultants LLC

2d•Onsite

About The Position

The Program Manager I (On-Site Lead) serves as the senior on-site representative responsible for the leadership, management, and technical oversight of contractor personnel supporting Air Education and Training Command (AETC) field services operations at Joint Base San Antonio (JBSA) Randolph AFB. In addition to program management responsibilities, the Program Manager I functions as a working manager, actively supporting technical operations, assisting with complex troubleshooting, coordinating enterprise service delivery, and ensuring continuity of support for approximately 1,161 end users across multiple AETC directorates. The Program Manager serves as the primary interface with Government leadership and ensures all services are delivered in accordance with contractual requirements, Air Force policies, cybersecurity directives, and enterprise IT standards.

Requirements

DoDM 8140.03 Intermediate proficiency level certification.
Minimum 4 years of experience managing IT programs or technical operations within a DoD or federal environment.
Minimum 10 years of experience supporting enterprise IT environments, including IT asset management, software license management, and cybersecurity compliance.
Bachelor's degree in IT, Computer Science, or related field (or equivalent experience)
Demonstrated experience managing large-scale enterprise IT support environments supporting 1,000+ users.
Strong working knowledge of: Windows operating systems Enterprise LAN/WAN infrastructure IT service management processes (incident, problem, and change management) Video Teleconferencing (VTC) systems
Proven experience managing multi-disciplinary technical teams and high-visibility Government customers.
Demonstrated ability to oversee service delivery performance, operational metrics, and contract compliance within a federal program environment.
Excellent leadership, communication, and organizational skills.

Nice To Haves

Program management experience supporting Air Force or AETC environments.
Project Management Professional (PMP) certification.
ITIL Foundation or higher certification.
Experience with Defense Property Accountability System (DPAS) and Air Force IT Asset Management processes.
Experience managing enterprise service desk or field services operations supporting 1,000+ end users.

Responsibilities

Serve as the primary point of contact and trusted advisor to Government stakeholders for all contract activities.
Provide strategic program leadership, operational oversight, and performance management for contractor personnel supporting AETC field services operations.
Maintain strong working relationships with AETC leadership, communications squadrons, and enterprise service providers to ensure mission alignment.
Ensure all services are delivered in accordance with contract requirements, performance metrics, and service level agreements (SLAs).
Provide hands-on technical support and troubleshooting for complex IT issues when required.
Assist the Field Technicians III with Tier III and Tier IV technical incidents.
Support system deployments, workstation refresh efforts, and technology upgrades.
Coordinate resolution of complex incidents with the Air Force Enterprise Service Desk and enterprise engineering teams.
Direct daily execution of enterprise IT support services, including system administration, service desk operations, field services, and IT asset management.
Manage staffing levels, work schedules, training requirements, and performance management for personnel supporting approximately 1,161 end users across multiple AETC directorates.
Ensure timely resolution of service requests and incidents through coordination with the Air Force Enterprise Service Desk and Enterprise IT Service Management (EITSM) platform.
Monitor service delivery performance and implement continuous improvement initiatives to enhance operational efficiency and customer satisfaction.
Ensure program compliance with all Department of the Air Force cybersecurity policies and directives, including: DAFMAN 17-1203 DoDM 8140.03 workforce requirements AFSSI 8580 security controls Tasking orders and cyber directives (TCNOs)
Oversee cybersecurity posture across supported systems and ensure the identification, reporting, and mitigation of information assurance risks.
Ensure personnel maintain required certifications, training, and security clearances to support mission operations.
Provide oversight of Information Technology Asset Management (ITAM) activities across supported accounts.
Ensure accurate accountability and lifecycle management of Government IT equipment within Defense Property Accountability System (DPAS).
Serve as Alternate Property Custodian and support the Primary Property Custodian with annual and special inventories in coordination with the Base Equipment Control Officer (BECO).
Develop and deliver program status reports, performance metrics, and operational briefings to Government leadership.
Track and report service performance indicators, ticket resolution metrics, asset accountability, and cybersecurity compliance status.
Ensure proactive risk identification and mitigation to maintain uninterrupted mission support.
Support Government acquisition planning through technical validation, market research support, and interoperability compliance recommendations.
Lead contract transition-in and transition-out activities, ensuring continuity of operations and knowledge transfer.