Program Manager

Overview:

The place of performance for this contract is onsite in Washington, DC.

MUST BE A US CITIZEN

MUST HAVE TOP SECRET SECURITY CLEARANCE

Responsibilities:

• Coordinate the entire team requirements for data reporting, data analysis, process management, and customer support liaison initiatives.
• Support mobile device users daily, using JIRA to view, track, and update service desk IT tickets that concern wireless services and devices. Examples of common tasks included new devices orders, Mobile Telephone Number (MTN) changes, and MTN Voice Mail password resets, and all carrier data plans.
• Correspond with vendors, users, and mobile POCs using the email system and other client's systems to resolve issues.
• Provide input to program process creation, enhancements, or documentation.
• Document the programs processes, manages the sharing of reports and distribution, and the teams detail processes as required by the client.
• Manage the team’s hours of support and off hour responses as required by the client.
• Coordinate liaison responses for all carrier voice and data plan responses between telecommunication vendors and customers.
• - Maintain client's TEM content regarding client's business processes and client's policy.
• Maintain client's mobile device user and program guides for mobile POCs and end users.
• Archive client's TEM data and documentation according to client's guidance.

Assist client with updating and sharing information on the program Microsoft SharePoint site as follows:

• Manage the issuing of devices, and interface with the vendors to move users between voice and data plans depending on international travel and enterprise movement.
• Provide support for the process to issue devices to users and resolve any related questions or issues.
• Provide device security management, which is the process to manage lost/stolen/unattended/recovered wireless mobile devices and coordinate re-activations or de-activations with the vendor and user.
• Provide support to client's processes as requested to assist in reconciling device inventory, tracking vendor orders (e.g. locating missing devices or order status), and order reconciliations.
• Deployment support (e.g. assigning service ticket to appropriate support group to address error messages or problems such as signal strength issues reported by the users).
• Manage professional and consistent reporting metrics across the enterprise.

Qualifications:

• 3+ years’ experience with Microsoft Office programs.
• 3+ years’ of demonstrated experience as a program manager in a technical field.

• Bachelor’s degree in a related field.
• 2+ years’ experience with managing a mobile telecommunication program working with wireless carriers and managing wireless accounts, services and billing.
• 2+ years' experience with large scale mobile device deployment planning and implementation.
• Project Management Professional (PMP) certification.
• 3+ years’ experience with using JIRA for project tracking and ticket management.
• 3+ years’ of Scaled Agile Framework (SAFe) experience.
• 3+ years’ experience with PowerBI tools.

About Us:

Soft Tech’s mission is to help government organizations design, implement, and maintain mission critical Information Technology solutions. By focusing jointly on our employees and our customers, we are able to achieve our mission by providing each and every one of our customers with continuous quality customer support.

Soft Tech Consulting, Inc. is an Equal Opportunity Employer.