Program Leads - IT Support Services (Top Secret clearance required)

Paradyme, Inc. is a dynamic federal government contracting company specializing in cutting-edge software development, artificial intelligence/machine learning (AI/ML), and cloud solutions. Our mission is to deliver innovative and efficient solutions to our government clients, ensuring the highest standards of quality and security. Based in Tysons Corner, VA, Paradyme’s award-winning culture sets it apart through its team’s deep commitment to service and collaboration with its customers, each other and the community. Learn more at www.paradymemanagement.com.

Paradyme is seeking two Program Leads that will report to a Program Manager.  They will manage and oversee all IT Specialists assigned to customer locations in Washington DC, Quantico VA, and in Huntsville, AL.  The IT services provided will include Service Desk, Help Desk, and Desktop Support.  One Lead will operate from Washington, DC.  The other Lead will work from Huntsville, AL.

A current and Active TOP SECRET security clearance is required for consideration.

• The Program leads will plan, staff, interview, select, evaluate, train, monitor, and direct the IT Services staff supporting the above locations.
• Will manage and oversee staff ticket closure rates, performance related Service Level Agreements (SLA), compiling reports on performance metrics to monitor or increase staff performance, ensure SLAs are met and exceeded, and will provide metrics and reports to the agency’s managers.
• Responsible for monitoring the FBI’s ticketing system to identify any trends or inconsistencies, providing detailed reports to management.
• Responsible for providing direction, guidance, and support to staff.
• Responsible for encouraging, rewarding, and motivating staff to recognize and document process improvements.
• Responsible for building and maintaining strong relationships with management and personnel, staff, customers and end-users across all locations
• Responsible for customer support on all three enterprise network enclaves.

POSITION REQUIREMENTS

• Acts as a team leader, monitors tasks, keeps the project manager informed of project status.
• Responsible for day-to-day management of the IT program.
• Provides administrative and technical direction to employees.
• Recruits, hires, terminates personnel as necessary.
• Ensures all contract requirements are performed in a way that maintains security integrity at all levels and at all times.
• Works with the Program Manager to ensure all contract deliverables are accurate and delivered correctly and on time.
• All required support services are efficiently and effectively managed at the designated places of performance.
• All assigned tasks are performed promptly and correctly, work is performed on time.
• Ensure all required documentation is created in accordance with FBI procedures.
• Establish improved procedures and controls where necessary to improve efficiency
• Maintains a courteous, professional appearance and demeanor. Provides excellent customer service at all times, and ensures all employees do the same.
• Exhibit excellent communication skills, frequently keeping the customer representative informed of personnel status, activities, and any issues.
• Collaborates with management and government staff on a daily basis to ensure projects and tasks are completed successfully and on time.
• Exhibits excellent technical skills, communication skills, and customer service skills.

REQUIRED EXPERIENCE/EDUCATION

• Active Top Secret clearance.
• 7+ years of experience in Information Technology.
• 3+ years of experience in a management position.

Paradyme is a federal contractor and an EEO and an Affirmative Action Employer. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, pregnancy-related disability, physical or mental disability, genetic information, sexual orientation, marital status, familial status, personal appearance, occupation, citizenship, veteran or military status, gender identity or expression, or any other characteristic protected by federal, state or local law.

Paradyme Management, Inc. is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Paradyme will take the steps to ensure that people with disabilities are provided reasonable accommodations. Accordingly, if a reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact Rose Luczak, Director of People Operations at rose.luczak@paradyme.us or at (571) 289-0548.