Program Manager

Overview

Empower, Innovate, Impact! At Team A-TEK, we empower people to drive innovation that impacts mission. A-TEK operates at the intersection of mission and innovation by applying deep domain expertise across federal markets. Embracing our digital‑first strategy, A-TEK provides enhanced capabilities in application development, digital transformation, enterprise IT, and scientific services. Our solutions are designed to modernize, automate, secure, protect, and enhance the operations of our federal clients, ensuring they stay ahead in a rapidly evolving digital landscape.

This position is on‑site in Bethesda, MD and requires the ability to obtain or retain a Public Trust level clearance.

• Serve as the primary interface to the Government for all operational matters, including status, risks, issues, and corrective actions.
• Provide day‑to‑day oversight of service delivery, staffing, and workflow execution across device acquisition, distribution, engineering, and support functions.
• Develop and maintain operating rhythms (daily/weekly/monthly), performance reporting, and action tracking to ensure transparent delivery and accountability.
• Establish and enforce work standards, schedules, and quality controls; review discrepancies and ensure timely resolution and continuous improvement.
• Own incident and escalation management, ensuring rapid triage, stakeholder communications, and root cause analysis for recurring issues.
• Ensure compliance with customer policies (security, privacy, records, asset management), and coordinate with Government stakeholders as required.
• Lead transition‑in/transition‑out planning and execution, including knowledge transfer, documentation baselines, and continuity of operations.
• Coordinate subcontractor/teammate performance (if applicable), ensuring integrated delivery and consistent customer experience.
• Proactively identify risks, capacity constraints, and operational bottlenecks; implement mitigation plans and surge support as required.
• Facilitate regular meetings with the Government (for example, service reviews and operational check‑ins) and maintain meeting minutes and action items.

• Bachelor's degree in an IT‑related field (or equivalent combination of education and experience).
• Minimum 10 years of IT professional experience with demonstrated leadership of end‑user computing (EUC) or IT operations programs.
• Minimum 5 years of program or contract management experience in a federal or similarly regulated environment.
• Demonstrated experience managing customer‑facing service delivery, including performance reporting, risk management, and continuous improvement.
• Strong written and verbal communication skills, including the ability to brief technical and non‑technical stakeholders.
• Working knowledge of ITIL practices, incident/problem management, and metrics‑driven service management.

• PMP, ITIL certification, or equivalent program/service management credential.
• Experience supporting NIH, HHS, or other research‑intensive federal environments with strict security and compliance expectations.
• Experience with endpoint management platforms (for example, Microsoft Endpoint Manager/SCCM, Intune, Jamf) and device lifecycle processes.

• Service Now or equivalent IT service management platform (incident, request, knowledge, reporting).
• Endpoint management ecosystems (MECM/SCCM, Intune, Jamf or comparable tools).
• Asset and inventory tracking systems; reporting via Excel/Power BI or equivalent analytics tools.

• Consistent attainment of service level targets (for example, response and resolution times) and customer satisfaction goals.
• Reduction in repeat incidents through effective problem management and root cause elimination.
  
  Accuracy and timeliness of operational reporting, action tracking, and executive communications.
• Successful execution of transition activities with minimal service disruption.

• Salary Range: $165,000 – $185,000 annually (commensurate with experience)
• Benefits: Health, dental, and vision insurance; 401(k) with employer match; paid time off; professional development opportunities.

A-TEK, Inc. is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or status as a qualified individual with a disability, or Vietnam era or other protected Veteran status. Verification of education may be requested before or during the hiring process.