At 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