Program Manager

Program Manager

Location: Washington, DC

Overview: The Library of Congress ("Library") Office of the Chief Information Officer (OCIO) requires contractor support to provide end user support services to Library employees, contractors, interns, and volunteers ("staff"). The Library also requires an independent, public-facing Tier 1 contact center for users of the Copyright Office's public facing IT applications

Role:Program Manager :

Serves as the Contractor's single program manager and shall be the Contractor's authorized interface with the Government Contracting Officer (CO), the contract level Contracting Officer's Representative (COR), government management personnel and customer agency representatives. Responsible for formulating, enforcing, and enhancing work standards, assigning Contractor schedules, reviewing work discrepancies, supervising Contractor personnel and communicating policies, purposes, and goals of the organization to subordinates. The Program Manager also tracks and accounts for government-provided equipment approved to be on or off-site in the performance of the resulting contract. The Program Manager is responsible for the overall contract performance and shall not serve in any other capacity under the resulting contract. They are responsible for all staffing decisions made under the execution of this task order.

The Contractor shall provide comprehensive program management to oversee all aspects of this contract and ensure the effective delivery of services as defined in this Performance Work Statement (PWS). This includes, but is not limited to:

• Overall Contract Performance: The Contractor shall be responsible for the overall performance and management of the contract, ensuring that all services are delivered in accordance with the SOW and any agreed-upon Service Level Agreements (SLAs). This includes managing all employees, financials, contract/subcontracts, schedules, performance, risks, and quality.
• Single Point of Contact: The Contractor shall designate a Program Manager who will serve as the primary point of contact to the Library for all program-level communications and contractual matters. This individual shall possess strong leadership abilities to guide teams and resolve conflicts.
• Program Management Plan: The Contractor shall develop and maintain a comprehensive Program Management Plan that outlines their approach to managing the contract, including organizational structure, communication protocols, risk management strategies, and performance monitoring. This plan may include elements such as a functional organization chart.
• Reporting and Meetings: The Contractor shall provide regular reports on the status of the program, including key performance indicators, service levels, and any issues or risks. The Contractor shall also participate in meetings with the Library to review support status, highlight potential improvement areas, and address any areas of difficulty. The format and frequency of these reports and meetings will be mutually agreed upon.
• Subcontractor Management: If subcontractors are utilized, the Contractor shall be responsible for managing their performance and ensuring they are integrated effectively into the overall service delivery model.
• Financial Management: The Contractor shall be responsible for all financial aspects of the contract, including budgeting, invoicing, and tracking expenses.
• Change Management: The Contractor shall utilize the Library-established Change and Release Management process to ensure agreement on all objectives and tasks and manage any changes to the services or the contract.

Minimum Qualifications:

• Bachelor's degree in computer science, Information Systems, Engineering, Business, or other related disciplines.
• 5 years' experience in IT support/service management or related field.
• Ability to use automated tools such as Microsoft Office to communicate and present ideas, information, and reports.
• Proven leadership experience managing personnel across multiple functional task areas.
• Knowledge of common information technology applications and services, network services, computer and communications systems, associated protocols and industry standards and Federal information security and device configuration standards.
• Experience providing supervisory oversight and coordinating tasks.
• Information Technology Infrastructure Library (ITIL) v4 Foundations certification.
• Excellent verbal and written communication skills.

Preferred Qualifications:

• Project Management Professional (PMP) certification.
• Experience working with Project Lifecycle Methodologies (PMLC) methodologies.
• Experience with Capability Maturity Model Integration (CMMI).