Note: The job is a remote job and is open to candidates in USA. BRMi is seeking an experienced Program Manager to lead the delivery of enterprise IT support services for the National Institutes of Health (NIH). The Program Manager will oversee contract performance, customer satisfaction, service delivery, staffing, reporting, and continuous service improvement initiatives.

Responsibilities

• Serve as the primary interface between BRMi and Government stakeholders
• Provide overall management, direction, and oversight of contract operations
• Ensure compliance with all contractual requirements, service level agreements (SLAs), and performance standards
• Develop and execute strategic plans to support mission objectives and operational excellence
• Manage program risks, issues, dependencies, and mitigation strategies
• Oversee IT service desk operations, end-user support, infrastructure services, and operational support activities
• Monitor performance metrics and identify opportunities for service improvement
• Ensure timely resolution of incidents, requests, and escalations
• Coordinate activities across technical teams to maintain service continuity
• Monitor for support deficiencies and coordinate initiatives to improve service delivery
• Build and maintain strong relationships with Government stakeholders
• Conduct recurring status meetings, executive briefings, and operational reviews
• Ensure customer concerns are addressed proactively and effectively
• Develop recommendations to enhance service quality and user experience
• Lead, mentor, and supervise contract personnel
• Manage staffing plans, workforce utilization, onboarding, and performance management
• Support recruiting efforts and ensure staffing aligns with contract requirements
• Foster a collaborative, high-performance team environment
• Prepare monthly, quarterly, and ad hoc program reports
• Track contract deliverables and performance objectives
• Implement quality assurance processes and continuous improvement initiatives
• Monitor trends and recommend operational enhancements
• Perform other duties as assigned

Skills

• Bachelor's degree in Information Technology, Computer Science, Business Administration, Engineering, or a related field
• 8–10 years of experience managing federal IT programs, enterprise service delivery operations, or large-scale technical support environments
• Demonstrated experience supporting NIH, HHS, or other federal civilian agencies
• Proven experience managing multidisciplinary technical teams
• Experience managing customer relationships, contract performance, staffing, budgets, schedules, and service delivery metrics
• Experience developing and delivering executive-level briefings, reports, and strategic recommendations
• Strong written and verbal communication skills
• Ability to obtain and maintain a federal background investigation
• Candidates must possess the following certifications: PMP (Project Management Professional), ITIL Foundation, Agile Scrum Master, Kanban Management Professional, ITIL Practitioner, ITIL Service Manager, HDI Desktop Support Manager, Agile Scrum Foundation
• Experience supporting biomedical research, scientific computing, healthcare IT, or research-focused environments
• Experience with IT Service Management (ITSM) frameworks and tools
• Experience implementing process improvement and operational transformation initiatives
• Familiarity with cloud technologies, cybersecurity practices, and federal IT modernization initiatives

Benefits

• Comprehensive Medical, Dental, and Vision Insurance
• Employer-Paid Life Insurance
• Employer-Paid Short-Term and Long-Term Disability Insurance
• 401(k)
• Paid Time Off (PTO) that includes Vacation Leave, Sick Leave, and 11 Paid Holidays
• Educational Assistance

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