IT Deputy Program Manager

Job Description: ECS is seeking an IT Deputy Program Manager to work in our Stafford, VA officeThe Deputy Program Manager provides leadership and oversight of IT operations for COTS/GOTS and custom forensic applications, enterprise network services, and integrated Service Desk support in a mission-critical, law enforcement environment. This role ensures operational continuity of sensitive law enforcement and forensic systems while upholding strict compliance, service delivery excellence, and total accountability for issue resolution. The ideal candidate will be a fast learner, able to effectively engage resources and work across teams to decompose large, complex problems into workable solutions. An aptitude for learning and strategic planning, and the ability to effectively communicate at all levels of the organization, are a must.

• Provide day-to-day operational leadership for forensic applications, networks, and service desk teams supporting mission-essential systems.
• Manage incident, problem, and change management processes in alignment with IT Service Management (ITSM) best practices.
• Ensure total ticket ownership across the service desk and operations teams — from intake through resolution and customer communication.
• Develop and execute workforce staffing plans, shift schedules, and succession planning to maintain continuous 24/7/365 support readiness and response to mission driven events.
• Apply Agile project management practices (Kanban/Scrum for Operations) to optimize workflows, increase responsiveness, and drive operational improvements.
• Lead or support operational readiness activities, including monitoring, patch management, COOP/DR (continuity of operations/disaster recovery) exercises, and performance tuning.
• Serve as the primary operations interface with government stakeholders, including regular reporting on SLA/KPI adherence, risk identification, and service performance.
• Partner with engineering/development teams to coordinate deployments, upgrades, and troubleshooting in production environments.
• Support the Program Manager and Lead Solutions Architect in identifying and implementing process and technology improvements
• Support the Program Manager and Lead Solutions Architect with contract management, deliverable submission, and other administrative responsibilities.
• Interact with the federal government, team members, and other contractors to gather and prioritize requirements, lead cross-functional resources to achieve on-time delivery, and manage and mitigate risks

Success in This Role Will Be Measured By:

• High levels of system availability and operational readiness.
• Meeting or exceeding SLA and performance targets for the team
• Reduction in MTTR (Mean Time to Resolve) and overall incident volume.
• Team training, retention, and workforce agility
• Positive customer and stakeholder engagement feedback

Requirements:

• Active Top Secret (TS) clearance
• Bachelor’s degree required (Computer Science, Information Technology, Engineering, or related discipline preferred) or equivalent work experience.
• Ability and willingness to work on-site at secure federal facilities (some ability for event based, occasional remote support)
• 8+ years of IT operations experience, with at least 3+ years in a technical management/leadership role
• Demonstrated experience managing service desk operations, network administration, and custom application support in mission-critical environments.
• Hands-on knowledge of ITSM frameworks and workflow execution through tools such as Jira Service Management.
• Proven success implementing Agile methodologies in operational IT settings
• Strong leadership skills, with demonstrated ability to engage, mentor, and retain high-performing technical teams.
• Excellent verbal and written communication skills, with the ability to brief executives and customers confidently.

ECS