Program Manager

Overview

The Program Manager is responsible for planning, executing, and overseeing programs that align with organizational objectives and client requirements. This role serves as a leader in coordinating cross-functional teams, managing resources, and ensuring program deliverables meet performance standards. The Program Manager will lead efforts to address strategic priorities while maintaining compliance with policies, timelines, budgets, and client expectations.

This position aligns with Cayuse's core values of Innovation, Excellence, Collaboration, Adaptability, and Integrity by fostering technical solutions that meet customer needs, promoting teamwork, and prioritizing quality in deliverables.

Responsibilities

• Provide strategic leadership, operational oversight, and performance accountability for the delivery of comprehensive IT user support services for our client, ensuring seamless Tier I and Tier II desktop and helpdesk support across 43+ geographically dispersed sites.
• Review and prioritize real-time ticket resolution status, first-contact resolution rates, and customer satisfaction metrics.
• Track and report on daily performance against key deliverables.
• Ensure all contractor personnel adhere to daily security and safety protocols while on-site at BIA locations and address any immediate non-compliance.
• Coordinate daily resource scheduling and travel approvals for technicians supporting sites outside primary duty stations.
• Maintain daily awareness of systems outages, network incidents, or emergency support needs, directing after-hours on-call rotations and ensuring continuity of service.
• Other duties as assigned.

Qualifications

• Bachelor's degree (or higher) in IT, Computer Science, Business Admin, Project Management, or a closely related field; equivalent combination of education, training, and experience may be considered in lieu of degree.
• Minimum of 5 years of progressive experience in IT program or project management, with at least 3 years in a lead or supervisory role managing multi-server environments, desktop/laptop support, helpdesk operations, and network troubleshooting.
• Demonstrated experience leading teams of 20+ IT professionals (e.g., Desktop Technicians, Service Center Technicians) in geographically dispersed locations, including urban and remote/rural/tribal settings, with proven ability to maintain full staffing and high retention rates.
• Specialized experience (minimum 3 years) in BMC Helix, ServiceNow, or similar ticketing/knowledge base platforms for incident management, reporting, knowledge article development, and performance metric tracking (e.g., first-contract resolution rate, ticket aging, customer satisfaction (KPIs).
• Proven track record managing IT support services in federal government environments, and Field Support Manager (FSM) coordination.
• Experience implementing process improvements, quality assurance plans, and cost-saving innovations to enhance operational efficiency and reduce ticket volume.
• Strong background ensuring compliance with federal security and training requirements, including NACI/fingerprinting/PIV/HSPD-12 processes, FISSA training, NDAs, and Rules of Behavior.
• Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.

Minimum Skills:

• Exceptional interpersonal skills with the ability to communicate in a clear, professional, and articulate manner.
• Exceptional verbal and written communication skills.
• Excellent organizational, analytical, and problem-solving skills with high-level attention to detail.
• Proven ability to multitask and prioritize in a fast past environment with changing priorities; adaptable to change and a quick learner.
• Must be self-motivated and able to work well independently as well as on a multi-functional team.
• Ability to handle sensitive and confidential information appropriately.
• Proficient in MS Office, Word, Outlook, PowerPoint, and Excel.
• Proven ability to lead daily stand-ups, prepare executive-level reports, engage with Government Technical Monitors (GTMs) and CORs, and maintain positive customer relations in high-visibility, mission-critical settings.
• Advanced proficiency in IT service management tools.
• Strong project and program management skills, including resource allocation, risk management, stakeholder coordination, and process improvement.
• Excellent leadership and team management abilities.
• Cultural competency and sensitivity to work effectively in tribal communities and environments.

Preferred Qualifications:

Preferred certifications include PMP, ITIL Foundation (or higher), CompTIA Security+, Microsoft Certified: Azure Administrator Associate, or equivalent, demonstrating expertise in IT service management and cloud technologies (e.g., Entra ID, Intune).

Other Duties: Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Cayuse is an Equal Opportunity Employer. All employment decisions are based on merit, qualifications, skills, and abilities. All qualified applicants will receive consideration for employment in accordance with any applicable federal, state, or local law.

Pay Range

USD $97,000.00 - USD $143,000.00 /Yr.