New

Tier II Policy Help Desk Program Manager

Precise Software Solutions
parental leave, paid time off, tuition assistance, retirement plan
United States, Maryland, Rockville
1445 Research Boulevard (Show on map)
Oct 08, 2025
JOB DESCRIPTION Position Title: Tier II Policy Help Desk Program Manager - Contingent Hire Position Overview The Program Manager (PM) serves as the central coordinator for all contractor task leads and supporting teams delivering services under the Tier II Policy Help Desk. The PM ensures that all project outcomes meet program objectives, performance standards, and quality expectations while maintaining alignment with the customer's mission and program goals. The PM leads all program management functions, provides executive-level oversight of help desk operations, manages risk and performance across all task areas, and ensures consistent communication with the Federal Contracting Officer's Representative (COR) and other stakeholders. This role requires exceptional leadership, program management expertise, and a strong understanding of health policy, Qualified Health Plan (QHP) certification processes, and federal help desk operations. Key Responsibilities Program Leadership and Oversight Act as the primary point of contact for CMS, serving as the liaison between the contractor team, COR, and CCIIO stakeholders. Coordinate the activities of multiple Task Leads and their teams to ensure timely, high-quality performance across all workstreams. Manage scope, schedule, risks, and deliverables across all contract tasks - including Project Management, Operational Support, Training, Reporting, and Transition. Ensure all deliverables meet CMS standards for accuracy, timeliness, plain language, and compliance with CMS policies. Stakeholder and Communication Management Facilitate proactive communication with CMS, providing recommendations and ensuring issues are escalated and resolved promptly. Maintain strong relationships with program offices to coordinate policy, technical, and operational requirements. Lead and document Kick-off, Bi-weekly, and Monthly meetings; prepare agendas, minutes, and status reports in accordance with federal agency guidelines. Transition and Continuous Improvement Oversee Transition-In and Transition-Out phases to ensure continuity of operations and knowledge transfer between contractors. Implement process improvements and best practices for help desk performance, reporting, and user support. Ensure compliance with Section 508 accessibility, quality, and operational performance standards. Qualifications Education: Master's degree in Business Administration, Public Policy, Health Administration, Information Technology, or a related discipline; alternatively, a Bachelor's degree with additional years of relevant professional experience may be substituted in lieu of the advanced degree. Experience: Minimum of 7 years of experience managing large-scale federal IT or policy support programs of similar scope and complexity. Demonstrated experience in program management, help desk operations, or policy operations within CMS, CCIIO, or other federal health agencies. Proven track record managing cross-functional teams in a hybrid or distributed environment. Experience with QHP certification processes, ACA regulations, and stakeholder engagement at the federal or state level. Certifications: Project Management Professional (PMP) certification strongly preferred. ITIL or equivalent service management certification desirable. Technical Skills: Familiarity with service desk enterprise systems (e.g., ServiceNow, Salesforce, JIRA, etc.). Proficiency with project tracking, reporting, and analytics tools (e.g., Tableau, MS Project). Knowledge of FISMA, FedRAMP, and CMS Information Security & Privacy Group (ISPG) requirements. Core Competencies: Leadership and coordination across multiple technical and policy domains. Strong communication and stakeholder management skills. Proven ability to manage performance against SLAs and QASPs. Experience leading transition planning, risk management, and corrective action in federal environments. Expertise in health policy, regulatory interpretation, and CMS program operations. About Us Precise Software Solutions, Inc., an SBA 8(a) program participant, is an innovative small business with a proven record of delivering quality services and solutions to government organizations. A CMMI Level 3 company, Precise serves as a trusted advisor to senior technology executives, helping government agencies enhance and expand their IT capabilities. We specialize in strategic consulting, system modernization and integration, and digital transformation. Benefits and Perks Health Benefits (Medical, Dental, Vision) Flexible Spending Accounts (FSA) & Health Savings Account (HSA) Retirement Plan with 100% Company Match Paid Time Off Paid Parental Leave Life, Critical Illness, Accident & Hospital Indemnity Insurance Tuition Assistance Paid Innovation Days Employee Referral Program Annual Charity Donation Match Awards and Recognition Equal Employment Opportunity Precise is an equal opportunity employer. The company does not discriminate against any employee or applicant based on race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, genetic information, or any other protected status under applicable law. We are committed to a workplace of inclusion, equity, and opportunity for all qualified applicants.