Program Manager

Cayuse Holdings; Albuquerque (NM); On-site; USD 110,000 - 140,000; Full time

Benefits offered by this job

Medical, Dental and Vision Insurance

Flexible Spending Accounts

Short-Term and Long-Term Disability

Life and AD&D Insurance

401(k) with company match

Paid Time Off

Job summary

Cayuse Holdings in Albuquerque, NM seeks a Program Manager to plan, execute, and oversee IT programs aligning with client requirements and organizational goals. You will lead cross-functional teams, manage resources, and ensure deliverables meet performance standards.

This role requires a bachelor’s degree and at least 5 years in IT program management, familiarity with federal contracts, and strong communication. Travel may be required; Cayuse offers comprehensive benefits.

Qualifications

• Bachelor's degree (or higher) in IT, Computer Science, Business Admin, Project Management, or a closely related field.
• Minimum of 5 years of relevant IT program management.
• Familiarity with federal IT contracts, proficiency with ticketing and knowledge-based platforms, excellent oral and written communication.
• Must obtain and maintain a favorable adjudicated NACI (National Agency Check with Inquiries).
• 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.

Responsibilities

• Direct and coordinate all contract performance to meet quality, timeliness, and compliance standards.
• Lead a dispersed team of on-site IT technicians across BOS and ERC locations nationwide.
• Monitor daily ticket resolution and SLA performance.
• Prioritize incidents and allocate resources across geographically dispersed locations.
• Serve as the primary decision-maker for issue escalation and resource reallocation.
• Collaborate with ERC leads and Field Support Managers to prioritize tasks and complete service requests.
• Identify bottlenecks and propose solutions or process improvements for sustained performance.
• Other duties as assigned.

Skills

Interpersonal skills

Verbal and written communication

Organizational and analytical skills

Multitasking and prioritization

Self-motivation and independence

Handling confidential information

MS Office proficiency (Word/Outlook/PP

Leadership and team management

IT service management tools

Project and program management

Cultural competency in tribal contexts

Education

Bachelor's degree or higher in IT, CS, Business Admin, PM or related field

Tools

Ticketing systems

Knowledge-based platforms

ITSM tools

Job description

Overview

The Work:

The Program Manager is responsible for planning, executing, and overseeing programs that align with organizational objectives and client requirements. This role serves as a leader in coordinating cross-functional teams, managing resources, and ensuring program deliverables meet performance standards. The Program Manager will lead efforts to address strategic priorities while maintaining compliance with policies, timelines, budgets, and client expectations.

This position aligns with Cayuse’s core values of Innovation, Excellence, Collaboration, Adaptability, and Integrity by fostering technical solutions that meet customer needs, promoting teamwork, and prioritizing quality in deliverables.

Responsibilities

Key Responsibilities:

• Direct and coordinate all aspects of contract performance, ensuring IT services meet established quality, timeliness, and compliance standards.
• Manage a dispersed team of on-site IT technicians providing field support to BOS and ERC locations nationwide.
• Oversee and monitor daily ticket resolution and performance metrics to ensure service level agreements (SLAs) are consistently met.
• Conduct regular operational check-ins to prioritize incidents and allocate resources effectively across geographically dispersed locations.
• Serve as the primary decision-maker for issue escalation, incident response, and resource reallocation to address urgent service needs.
• Collaborate with Education Resource Center (ERC) leads and Field Support Managers to ensure tasks are effectively prioritized and service requests are completed efficiently.
• Facilitate operational readiness by identifying bottlenecks and proposing solutions or process improvements for sustained performance.
• Other duties as assigned.

Qualifications

Qualifications – Here’s What You Need:

• Bachelor's degree (or higher) in IT, Computer Science, Business Admin, Project Management, or a closely related field.
• Minimum of 5 years of relevant IT program management.
• Familiarity with federal IT contracts, proficiency with ticketing and knowledge-based platforms, excellent oral and written communication.
• Must obtain and maintain a favorable adjudicated NACI (National Agency Check with Inquiries).
• 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.

Minimum Skills:

• 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 Qualifications:

• Preferred certifications include PMP, ITIL.

Our Commitment to you / overview of benefits:

• Medical, Dental and Vision Insurance; Wellness Program
• Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
• Short-Term and Long-Term Disability options
• Basic Life and AD&D Insurance (Company Provided)
• Voluntary Life and AD&D options
• 401(k) Retirement Savings Plan with matching after one year
• Paid Time Off

Reports to: Senior Program Manager; Managing Director.

Working Conditions:

• Professional office environment, with the ability to work onsite in the main office.
• Must be physically and mentally able to perform duties extended periods of time.
• Ability to use a computer and other office productivity tools with sufficient speed to meet the demands of this position.
• Must be able to establish a productive and professional workspace.
• Must be able to sit for long periods of time looking at computer screen.
• May be asked to work a flexible schedule which may include holidays.
• May be asked to travel for business or professional development purposes.
• May be asked to work hours outside of normal business hours.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Cayuse is an Equal Opportunity Employer. All employment decisions are based on merit, qualifications, skills, and abilities. All qualified applicants will receive consideration for employment in accordance with any applicable federal, state, or local law.