Program Analyst

Cwsc; Washington (District of Columbia); Hybrid; USD 120,000 - 160,000; Full time

Job summary

Computer World Services seeks an experienced IT Program Manager to lead OFR's ICE and Service Desk, directing staff, resources, and delivery of secure IT services. The role focuses on engineering and end-user support across Windows, Mac, cloud, virtualization, and storage systems.

The position requires a decade of IT project management and strong leadership, with experience in SCCM, M365, AD/Entra, and PowerShell.

Qualifications

• Minimum of 10 years IT project management experience.
• 5+ years supervising IT engineering and/or service desk teams.
• Experience with SCCM administration in a co-managed environment.
• Experience with Windows PowerShell scripting and automation.
• Experience in a Microsoft computer support environment, including Windows 11.
• Working knowledge of Contingency Planning Guide for Federal Information Systems.
• Proficiency with MS Project, SharePoint, Visio, and MS Office.
• Familiarity with ServiceNow, JIRA, SCCM, and Microsoft 365 to interpret status, risk, and issues.
• Excellent written and verbal communication skills.
• US citizenship or Lawful Permanent Resident; Public Trust High level.

Responsibilities

• Manage and supervise OFR's ICE and SD sections, directing staff and resources.
• Allocate staff, schedules, and resources across ICE and SD teams for coverage.
• Serve as escalation point for complex technical, staffing, and customer issues.
• Establish and monitor performance metrics (SLAs, ticket trends, patch compliance).
• Oversee IT program activities across all phases of system development lifecycle.
• Analyze programs, schedules, staffing, and resources; propose corrective actions.
• Participate in requirements analysis to align with program needs.
• Identify risks and develop mitigation recommendations.
• Prepare and present ICE/SD status, risk, and resource reports to stakeholders.
• Coordinate with Government organizations and other contractors.

Skills

IT project management

Staff supervision

Communication

Risk management

Vendor coordination

Education

PMI PMP certification

Microsoft certifications

Knowledge Management Certification

Change Management Certification

Tools

SCCM

Microsoft 365

Active Directory/Entra ID

PowerShell

VMware Horizon

ServiceNow

JIRA

MS Project

SharePoint

Visio

Job description

The contractor will manage and oversee OFR’s Infrastructure & Cloud Engineering (ICE) and Service Desk (SD) sections, directing staff, resources, and technical operations across engineering and end-user support functions — including Windows, Mac, Cloud, Virtualization, and Storage systems. The contractor will administer and analyze IT programs throughout all phases of business requirements analysis, system design, testing, and implementation, ensuring that program, schedules, risks, and resources are effectively managed to help OFR deliver secure, high quality, highly available information technology solutions that align with operational objectives.

• Serve as manager for OFR’s Infrastructure & Cloud Engineering (ICE) and Service Desk (SD) sections, providing day-to-day supervision, direction, and performance management for engineering and support staff.
• Allocate staff, schedules, and resources across the ICE and SD teams to ensure coverage for infrastructure engineering, systems administration, and end-user support functions.
• Serve as the escalation point for complex technical, staffing, and customer service issues raised by the ICE and SD teams; ensure timely resolution and reporting to Government stakeholders.
• Establish and monitor performance metrics (e.g., SLAs, ticket trends, patch compliance) for both the engineering and service desk functions; report status, trends, and risks to leadership.
• Administer and coordinate IT program activities across all phases of the system development lifecycle, including requirements analysis, software design, system and integration testing, and implementation.
• Analyze and review programs, schedules, staffing, and other resources; identify shortfalls and develop corrective recommendations.
• Participate in requirements analysis sessions and review business, system, software, and system integration requirements to ensure alignment with program needs.
• Consider alternatives and develop recommendations to support program and project decision-making.
• Identify, communicate, track, and resolve programmatic and technical risks and issues to eliminate or mitigate consequences that may impact project success.
• Research and analyze resource material, policy guidance, and technical documentation relevant to program execution.
• Monitor system and integration tests; review test results and identify and report project issues to Government stakeholders and program leadership.
• Develop and maintain program documentation, including project plans, schedules, status reports, and contingency plans, using MS Project, SharePoint, and Visio.
• Apply knowledge of Federal IT contingency planning and continuity of operations guidance.
• Oversee SCCM administration in a co-managed environment, including patching, package preparation and deployment, and reporting on Windows devices.
• Oversee Microsoft 365 administration, including Entra ID, Intune, and Autopilot device management.
• Oversee systems administration of Windows systems and servers using PowerShell scripting and automation, and administration of Active Directory/Entra ID in a Hybrid Environment, including Group Policy objects and AD monitoring tools.
• Oversee VMware Horizon management and administration, including VDI image creation, deployment of VM templates, and maintenance of Virtual Desktop images.
• Oversee desktop/laptop deployment and management, and Windows Server deployment and administration in cloud (AWS) and virtualized (VMware) environments.
• Oversee the design and implementation of architecture solutions that address functional and performance requirements across the application, middleware, data, infrastructure, network, and security layers.
• Oversee Service Desk operations, including Tier I/II/III triage and escalation, ServiceNow/JIRA ticketing and reporting, and remote and on-site end-user support for all computer systems (PC, Mac, mobile devices, and printers).
• Coordinate with systems administration, network, and help desk/service desk teams to gather status on system patching, deployments, and service ticket trends that may affect program schedule, risk, or resource needs.
• Support knowledge management and change management activities, including documentation of processes, system diagrams, SOPs, lessons learned, and change requests.
• Prepare and present ICE and SD program status, risk, and resource reports to Government stakeholders and leadership.
• Coordinate program activities at the system interface boundaries with other contractors and Government organizations.

• A minimum of 10 years of IT project management experience is required.
• 5 or more years of experience managing or supervising IT engineering and/or service desk teams preferred.
• Experience with SCCM administration in a co-managed environment, Microsoft 365 administration, and Active Directory/Entra ID administration in a Hybrid Environment.
• Experience with Windows PowerShell scripting and automation; VMware Horizon management and administration a plus.
• Experience in a Microsoft computer support environment, including Windows 11 deployment, management, and configuration.
• Working knowledge and experience with the Contingency Planning Guide for Federal Information Systems.
• Proficiency with MS Project, SharePoint, Visio, and MS Office software.
• Working familiarity with enterprise IT systems administration and service management platforms (e.g., ServiceNow, JIRA, SCCM, Microsoft 365 administration) sufficient to interpret technical status, risk, and issue reporting is a plus.
• Excellent written and verbal communication skills.

• PMI certified (PMP) or equivalent required.
• Preference given for certifications in Knowledge Management and Change Management.
• Preference given for Microsoft certifications.

• Public Trust High (Tier 4/BI) Risk Level
• Must be a US citizen or Lawful Permanent Resident

The position is hybrid with the expectation of being in the Department of Treasury offices at least 2-3 times a week maximum.

Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations.

Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources at [e-mail].