IT Program Manager

The IT Program Manager will support comprehensive 24x7x365 Network Operations Center (NOC) and Cyber Security Operations Center (CSOC) services to ensure the continuous availability, security, performance, and operational integrity of the organization’s enterprise infrastructure. This position will manage Tier 1 and Tier 2 technical personnel while coordinating operational activities across enterprise network, cloud, infrastructure, and cybersecurity environments. The IT Program Manager will oversee maintenance activities, infrastructure changes, outages, service restoration, third-party escalations, and continuous operational improvements to support a secure and highly available enterprise environment.

Key Responsibilities

• Manage Tier 1 and Tier 2 technical personnel.

• Coordinate maintenance schedules and ensure appropriate NOC/CSOC monitoring coverage before, during, and after scheduled changes.

• Oversee and track planned maintenance windows, infrastructure changes, outages, and service restoration activities.

• Manage escalations involving telecommunications carriers, Internet Service Providers (ISPs), OEM vendors, Microsoft/cloud providers, managed service providers, and other third-party service providers.

• Identify recurring issues, operational trends, process gaps, and opportunities to improve monitoring, automation, escalation, and operational effectiveness.

• Support comprehensive 24x7x365 NOC and CSOC services.

• Support the continuous availability, security, performance, and operational integrity of enterprise infrastructure.

• Support proactive monitoring of network and cybersecurity environments and the delivery of Incident Response, Cyber Defense, Operational Engineering Support, Problem Management, and Continuous Service Improvement.

• Support operational environments including Enterprise Local Area Network (LAN), Wide Area Network (WAN), and Campus Network Infrastructure.

• Support technologies including Microsoft Azure Government Cloud, Azure Virtual Desktop (AVD), RedSeal, Microsoft Sentinel, VMware and Hyper-V virtualization platforms, Microsoft Windows Server infrastructure, and enterprise monitoring and alerting systems.

• Support monthly application metric reporting, including service requests, incidents, and calls per application, using Sponsor reporting tools.

• Execute work schedules to ensure necessary planning, coordination, approvals, negotiations, and other contract requirements are completed in a timely manner without negatively impacting the program.

• Demonstrated experience managing Tier 1 and Tier 2 technical personnel.

• Demonstrated experience with a strong understanding of Microsoft Sentinel, Microsoft Azure, enterprise networking, network monitoring, cybersecurity monitoring, and IT service management.

• Demonstrated experience working with and managing escalations involving telecommunications carriers, ISPs, OEM vendors, Microsoft/cloud providers, managed service providers, and other third-party service providers.

• Demonstrated experience overseeing and tracking planned maintenance windows, infrastructure changes, outages, and service restoration activities.

• Demonstrated experience identifying operational trends, recurring issues, process gaps, and opportunities to improve monitoring, automation, escalation, and operational effectiveness.

• Demonstrated experience coordinating maintenance schedules and ensuring appropriate NOC/CSOC monitoring coverage before, during, and after scheduled changes.

Preferred Skills

• Demonstrated experience leading or managing personnel within a NOC, SOC/CSOC, enterprise operations center, or comparable 24x7 technical operations environment.

• Demonstrated progressively responsible experience in enterprise IT operations, network operations, cybersecurity operations, cloud operations, or related technical disciplines.

• Demonstrated experience supporting a Network Operations Center (NOC), Security Operations Center (SOC/CSOC), enterprise IT operations center, or comparable technical operations environment.

• Demonstrated significant experience with Microsoft Sentinel, including alert monitoring, KQL log queries, entity analysis, runbooks, or escalation.

• Demonstrated significant experience with Azure skills, including portal navigation, Monitor/Log Analytics, VMs, Resource Health, or basic networking such as VNets/NSGs.

• Demonstrated significant experience with networking fundamentals, including TCP/IP, DNS/DHCP, subnetting, VLANs, routing, firewalls, VPNs, or LAN/WAN.

• Demonstrated significant experience troubleshooting outages, connectivity issues, packet loss/latency, or CPU/memory issues.

• Demonstrated experience with tools for topology, paths, assets, segmentation, or vulnerabilities.

• Demonstrated experience with Kusto Query Language (KQL) for searching, filtering, correlating, and investigating Microsoft Sentinel and Log Analytics data.

• Competitive compensation with annual performance bonuses
• Premium Medical, Dental, & Vision coverage
• Generous PTO plus Federal Holidays
• 401(k) with company match
• Professional development and certification support

At QSS, you’ll help shape the future of technical operations by supporting mission-critical technology integration and modernization efforts that strengthen the nation’s cyber defense capabilities.