Program Manager - Active Top Secret security clearance is REQUIRED

Minimum Required Qualifications

• 3+ years’ experience with Microsoft Office programs.

• 3+ years’ of demonstrated experience as a program manager in a technical field.

Preferred Qualifications

• Bachelor’s degree in a related field.

• 2+ years’ experience with managing a mobile telecommunication program working with wireless carriers and managing wireless accounts, services and billing.

• 2+ years' experience with large scale mobile device deployment planning and implementation.

• Project Management Professional (PMP) certification.

• 3+ years’ experience with using JIRA for project tracking and ticket management.

• 3+ years’ of Scaled Agile Framework (SAFe) experience.

• 3+ years’ experience with PowerBI tools.

Program Manager Functional Responsibilities: Coordinates the entire team requirements for data reporting, data analysis, process management, and customer support liaison initiatives. Support mobile device users daily, using various tools to view, track, and update service desk IT tickets that concern wireless services and devices. Examples of common tasks included new devices orders, Mobile Telephone Number (MTN) changes, and MTN Voice Mail password resets, and all carrier data plans. The Program Manager will also be required to correspond with vendors, users, and mobile POCs using the email system and other FBI systems to resolve issues. As required, provides input to program process creation, enhancements, or documentation. Documents the programs processes, manages the sharing of reports and distribution, and the teams detail processes as required by the FBI. Manage the team’s hours of support and off hour responses as required by the FBI. The Program Manager will coordinate liaison responses for all carrier voice and data plan responses between telecommunication vendors and customers. Assists Mobility Program Office (MPO) with updating and sharing information on the program Microsoft SharePoint site as follows:

• Maintain MPO Telecommunications and Expense Management (TEM) content regarding MPO business processes and FBI policy.

• Maintain MPO mobile device user and program guides for mobile POCs and end users.

• Archive MPO TEM data and documentation according to MPO guidance.

Manage the issuing of devices, and interface with the vendors to move users between voice and data plans depending on international travel and enterprise movement. Provide support for the process to issue devices to users and resolve any related questions or issues. Provide device security protocol management, which is the process to manage lost/stolen/unattended/recovered wireless mobile devices and coordinate re-activations or de-activations with the vendor and user. Provides support to MPO processes as requested to assist in reconciling device inventory, tracking vendor orders (e.g. locating missing devices or order status), and order reconciliations. Deployment support (e.g. assigning service ticket to appropriate support group to address error messages or problems such as signal strength issues reported by the users). As Ad Hoc requests are requested by MPO, manages professional and consistent reporting metrics across the enterprise