Program Manager

Program Manager

Work Location: Washington, DC

Schedule: **Part-Time; fully remote

Relocation: N/A

Insight Technology Solutions is seeking an experienced (Part-Time) Program Manager (PM) to oversee all contractor work performed in support of a multi-tier Contact Center program. The Program Manager will serve as the single point of contact for the Contracting Officer (CO) and Contracting Officer’s Representative (COR) and will be responsible for day-to-day management, performance, and compliance with contractual requirements.

This role requires strong leadership, operational oversight, and the ability to drive efficiency across Level I–III support teams while ensuring high-quality service delivery.

Job Responsibilities

• Serve as the primary point of contact for the CO and COR for all contract-related matters

• Provide overall day-to-day management of contract support operations

• Develop, maintain, and execute master plans, schedules, and performance strategies

• Lead planning and execution efforts to improve productivity and efficiency across a multi-tier Contact Center

• Utilize qualitative and quantitative analysis to improve resolution of tickets, change requests, and service issues

• Recommend process improvements to enhance communication and coordination across support levels

• Provide administrative and technical leadership for major program initiatives, including risk management, communications, and earned value activities

• Establish and maintain reports to track progress, performance metrics, and team accomplishments

• Ensure compliance with all contractual obligations and service level requirements

Education and Experience Requirements:

• Minimum 10 years of experience providing program management support services in complex operational environments

• Proven experience managing Contact Center operations or similar service delivery programs

• Strong written and verbal communication skills, including the ability to communicate effectively with senior Federal personnel

• Proficiency in Microsoft Word, Excel, PowerPoint, and Outlook

• Ability to be available during core business hours (8:00 AM – 5:00 PM EST) and respond to issues within required timeframes

• Bachelor’s degree preferred (not required)

• Project Management Professional (PMP) certification required

• HDI Support Center Manager Certification required within 30 days of Task Order award

We encourage all qualified individuals, regardless of background, to apply. Insight Technology Solutions, LLC is an equal opportunity employer committed to fostering an inclusive and diverse workplace. We look forward to receiving your application!

*Insight Technology Solutions is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.