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