Cayuse Holdings · 4 hours ago
Program Manager
Albuquerque, NM, US
Full-time
Onsite
Senior Level
5+ years expCayuse Holdings is an organization focused on delivering innovative solutions, and they are seeking a Program Manager to oversee programs that align with organizational objectives and client requirements. The role involves leading cross-functional teams, managing resources, and ensuring program deliverables meet performance standards while fostering technical solutions that meet customer needs.
Finance
No H1B
U.S. Citizen Only
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
Qualification
Required
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
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
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)
Company
Cayuse Holdings
Cayuse Holdings is an economic enterprise that specializes in providing sourcing and diversity solutions.
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase