Program Manager eFiling Support Services

Job Title: Program Manager eFiling Support Services

Location: Bethesda, MD 20814 (Hybrid)

Duration: 3+ Years

Key Responsibilities:

• Act as the day-to-day liaison with the client and program office

• Oversee a team of 3 5 remote staff including Tier 2 support analysts, content developers, and data/reporting personnel

• Manage deliverables such as weekly status reports, ticket metrics dashboards, updated FAQs, and knowledge base documents

• Lead daily standups, biweekly sprint planning sessions, and monthly performance reviews

• Ensure compliance with all contract requirements including quality standards, delivery timelines, and stakeholder coordination

• Monitor and escalate program risks or delays and proactively coordinate mitigation with internal and client stakeholders

• Ensure compliance with Section 508, federal privacy, and documentation standards

Required Qualifications:

• 8-10 years of experience managing federal contracts or support services teams

• Experience leading help desk/service desk operations or Tier 2 support efforts

• Strong reporting and documentation management skills using Microsoft Word, Excel, and SharePoint

• Familiarity with managing remote delivery teams and client communication in a regulated environment

• Must be able to pass a background check for Public Trust clearance

Preferred Qualifications (Nice to have):

• PMP or ITIL Foundation certification

• Experience with regulatory or compliance-related programs

• Familiarity with ticketing systems (e.g., HEAT, ServiceNow)

• Exposure to communications tools like GovDelivery or federal stakeholder outreach