Program Manager

Job DetailsJob Location: Rockville MD - Rockville, MD 22102Position Type: Full TimeSalary Range: $105,000.00 - $120,000.00 Salary/yearAt HumanTouch, we bridge the gap between complex technology and the people who use it, providing specialized IT solutions that empower federal agencies. We are seeking a Program Manager, in support of a proposal for a federal agency, to lead a large-scale IT service delivery team (approx. 50+ personnel). This role is responsible for overseeing Tier 2 and Tier 3 end-user IT support within a dynamic organization of 4,000–6,000 users. The ideal candidate has deep experience in federal health or scientific environments (e.g., FDA, DOE) and a proven track record of managing complex staffing levels across multiple time zones. Key Responsibilities  • Operational Leadership: Direct the delivery of Tier 2 and Tier 3 IT support services, ensuring a high-touch, "customer-first" approach to technical troubleshooting.  • Strategic Staffing: Manage a 50-person multidisciplinary team, overseeing staffing levels, performance metrics, and professional development in a fast-paced, high-demand environment. • Multi-Site Oversight: Coordinate support across multiple geographic locations and time zones, including facilities in Maryland and Montana. • Technical Stewardship: Ensure the team maintains expert-level proficiency across a diverse technical stack, including Windows, macOS, Linux, iOS, Microsoft 365, and advanced networking (VPN, TCP/IP). • Client Relationship Management: Act as the primary point of contact for Government stakeholders, ensuring alignment with Task Order requirements and BPA standards. • Performance Excellence: Monitor service level agreements (SLAs) and implement remote support tools and virtual desktop solutions to optimize end-user experience. Qualifications  • Program Management experience, specifically leading teams of 50+ personnel. • Proven experience supporting large-scale federal organizations (4,000–6,000+ users).  • Documented experience providing IT support to scientific agencies (FDA, NRC, NSF, or DOE) preferred. • Extensive background managing Tier 2/3 environments involving:             o OS: Windows, macOS, Linux, and iOS.             o Software: Microsoft 365, Edge, and Chrome.             o Networking/Infrastructure: Wi-Fi, VPN, TCP/IP, and Virtual Desktops (VDI). Location: Ability to work on-site at facilities in Rockville, and other locations in Maryland, with occasional support for locations outside of the coast. Desired Skills & Attributes • Expertise in interactive customer service and white-glove support for scientific/research communities.  • Advanced knowledge of remote support tools and troubleshooting methodologies.  • Ability to manage telecommuting staff while ensuring seamless daily in-person interaction and mission fulfillment Benefits Medical, Dental and Vision Coverage 401(k) Matching PTO Qualifications