Program Manager â eFiling Support Services
Program Manager â eFiling Support Services
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Job Title: Program Manager eFiling Support Services
Location: Bethesda MD 20814 (Hybrid)
Duration: 3 Years
Key Responsibilities:
- Act as the day-to-day liaison with the client and program office
- Oversee a team of 3 5 remote staff including Tier 2 support analysts content developers and data/reporting personnel
- Manage deliverables such as weekly status reports ticket metrics dashboards updated FAQs and knowledge base documents
- Lead daily standups biweekly sprint planning sessions and monthly performance reviews
- Ensure compliance with all contract requirements including quality standards delivery timelines and stakeholder coordination
- Monitor and escalate program risks or delays and proactively coordinate mitigation with internal and client stakeholders
- Ensure compliance with Section 508 federal privacy and documentation standards
Required Qualifications:
- 8-10 years of experience managing federal contracts or support services teams
- Experience leading help desk/service desk operations or Tier 2 support efforts
- Strong reporting and documentation management skills using Microsoft Word Excel and SharePoint
- Familiarity with managing remote delivery teams and client communication in a regulated environment
- Must be a U.S. Citizen or authorized to work in the U.S.
- Must be able to pass a background check for Public Trust clearance
Preferred Qualifications (Nice to have):
- PMP or ITIL Foundation certification
- Experience with regulatory or compliance-related programs
- Familiarity with ticketing systems (e.g. HEAT ServiceNow)
- Exposure to communications tools like GovDelivery or federal stakeholder outreach
Employment Type
Full-time
