Support Services Program Manager/Specialist - RJLA #8

Support Services Program Manager/Specialist

Location: Multiple across LA, USA
Job Type: Contract (No Benefits)

About the Role

We are seeking experienced Support Services Program Managers/Specialists to coordinate, manage, and improve support programs and services for our clients across multiple locations. You will oversee day-to-day program operations, ensure service goals are met, and work closely with program leadership, support teams, and client stakeholders.

Key Responsibilities

• Plan, coordinate, and manage support services programs, projects, and daily operations
• Develop and track program schedules, milestones, deliverables, and budgets
• Monitor service-level agreements (SLAs), performance metrics, and key performance indicators (KPIs)
• Serve as a point of contact between clients, vendors, and internal teams
• Identify risks, issues, and process gaps, and implement corrective actions and improvements
• Coordinate help desk, administrative, and technical support activities
• Prepare status reports, performance summaries, and presentations for management and stakeholders
• Develop, maintain, and improve policies, procedures, and standard operating procedures (SOPs)
• Ensure program activities meet contract requirements and applicable government standards
• Support onboarding, training, and resource coordination for program staff and end users
• Maintain program documentation, records, and audit-ready files

Required Qualifications

• Proven experience supporting government clients (federal, state, or local agencies)
• 5+ years of experience in program management, project coordination, or support services operations (3+ years for Specialist level)
• Strong understanding of program/project management principles and service delivery
• Experience tracking SLAs, metrics, and performance reporting
• Experience with ITSM or ticketing tools (ServiceNow, Jira, Remedy, or similar)
• Proficiency with Microsoft Office (Excel, Word, PowerPoint, Project) and collaboration tools
• Familiarity with government contract requirements and compliance standards
• Strong organizational, leadership, communication, and documentation skills
• Ability to work independently on-site or hybrid at assigned locations

Preferred Qualifications

• Relevant certifications (e.g., PMP, PMI-ACP, ITIL, CAPM, Six Sigma)
• Experience with Agile or hybrid project management methodologies
• Experience managing vendors and contract deliverables
• Bachelor’s degree in Business Administration, Information Systems, Public Administration, or a related field (or equivalent experience)
• Ability to obtain a government security clearance or pass a background check