Senior Program Manager (NEN Program)

CTI Resource Management; San Diego (CA); On-site; USD 85,000 - 120,000; Full time

Job summary

CTI Resource Management is seeking a Site IT Customer Service Specialist to support the CNIC enterprise. You will provide enterprise-wide IT support by phone, email, on-site, or via the ticketing system and oversee ACTRs and Senior Analysts on special projects.

The role requires a BS/BA and 3 years of progressive leadership experience, with a favorable T3 security clearance. Travel up to 10% may be required, and adherence to CNIC policies is essential.

Qualifications

• BS/BA and 3 years of progressively responsible experience in project management.
• Security Clearance: favorable T3 background investigation preferred.

Responsibilities

• Provide IT customer service enterprise-wide via phone, email, onsite or tickets.
• Review, process, and approve tasks for computers, software, printers, and peripherals.
• Coordinate with other CTRs to track progress and resolve discrepancies.
• Be knowledgeable on contract vehicles and processes for CNIC support.
• Oversee lifecycle refresh projects and report program issues to management.
• Administer NET, RAPT and FsAST tools for CNIC operations.
• Submit and track NET orders; collect and analyze data reports as directed.

Skills

IT customer service

Communication

Task coordination

Education

BS/BA

Tools

BMC Helix

NET

TOM

FsAST

RAPT

Job description

Job Title

Education

Bachelor's Degree

Location

Category

Salary Grade

Date Needed By

9/30/2026

Job Type

Full-time

Travel

0 - 10%

Job Description

The representative will be part of a team responsible for providing IT customer service support to the CNIC enterprise. Provides direction and oversees the Program Analyst ACTRs and Program Analyst Senior (Special Projects) team members.

Essential Duties and Responsibilities

Job duties include the following: (Other duties may be assigned.)

• Provides IT customer service, technical expertise enterprise wide for CNIC via phone, email, onsite or through tickets submitted through a ticketing system (BMC Helix).
• Perform task order management by reviewing, processing, and approving (computers, software, printers and peripherals) to and from the orders in accordance with applicable regulations, policies, and procedural guidelines.
• Coordinate with other A/CTRs to track task-order progress, resolve discrepancies, and ensure timely fulfillment.
• Be fully knowledgeable and conversant on the contract vehicles and processes that provide support for the Navy Enterprise Network.
• Provide interpretation of policy and guidance to Regional Customer Technical Representatives (CTRs) and related support personnel concerning Service Ordering, Invoicing, task-order renewal/modifications, and all manner of contract-execution activities.
• Manage the CNIC Enterprise’s Lifecycle Refresh projects.
• Serve as a liaison between Government program management officials and NEN support entities to report and resolve NEN program issues.
• Administer the NMCI Enterprise Tool (NET), Requirement to Award Process Tool (RAPT) and Flank Speed Account and Services Tool (FsAST) for CNIC.
• Review all NET order submissions for appropriateness and compliance with CNIC and NAVY policies and standards.
• Submit, coordinate, and track task orders via NET and the Total Order Management system (TOM).
  Collect, analyze, and provide application data reports as directed.
• Handle customer problems that arise from the use of the applications/processes listed above.
• Create processes for responding to customer inquiries.
• Troubleshoot errors and take prompt and appropriate action on customer complaints.
• Keys information into computer to compile work volume statistics for accounting purposes.
• Operates office equipment
• Attendance and punctuality are essential functions of this position.

Hires Needed

1

Exemption Type

Exempt

Hiring Manager

Marsh, Wendy (CNIC Administrative Director - Operations - Direct (01.00.22))

Job Requirements

Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Work is primarily sedentary.

Education and Experience

BS/BA and 3 years of progressively responsible experience as a project manager or in corporate/public sector leadership positions with business operations and process improvement responsibilities. Experience includes: the management of specific projects, demonstrated experience in resource management, the use of project management tools, and the ability to delegate tasks to team members.

Security Clearance: A favorable T3 (Formerly NACLC) background investigation required. Employee must maintain eligibility throughout employment. Active Security Clearance Preferred.