Program Manager -IT End-User Services

We are seeking an experienced IT End-User Services Program Manager to oversee the delivery and continuous improvement of IT services supporting personnel at a nuclear facility. This role ensures the seamless support of personnel by managing end-user technology services, including user support, workstation management, and software deployment, while maintaining compliance with stringent industry standards, in a high-security environment, including those set by the (Nuclear Regulatory Commission) NRC, NIST, and ISO 27001. You will be responsible for enhancing the end-user experience while ensuring that IT services meet the critical needs of nuclear operations.
This is a full-time, on-site position in South Florida. Benefits offered include Medical, Dental and Vision insurance, 401k with company match and PTO. This role has responsibilities that include working at secure sites that require U.S. citizenship to enter.
Responsibilities:

• Program Leadership: Lead and manage end-user IT services programs that include onsite support, hardware and software management, and IT equipment deployment. Ensure the programs are executed effectively, on time, and within budget.

• Service Delivery & Support: Oversee day-to-day operations of IT support services to end-users across the nuclear facility, including troubleshooting hardware/software issues, managing service requests, and resolving technical problems quickly and efficiently to minimize downtime.

  • Oversee IT Services: Manage the delivery of IT services such as order processing, technical support, system imaging, and application installation.

  • Ensure Service Quality: Monitor service performance to ensure it meets defined service level agreements (SLAs) and quality standards.

  • Incident and Problem Management: Oversee the resolution of IT incidents and problems, ensuring timely and effective responses.

• User Support Management: Manage a team of IT support staff, including technicians and field support personnel. Ensure the team provides timely, high-quality support to end-users, including nuclear plant operators, engineers, and administrative staff.

• Service Improvement: Continuously evaluate and improve the end-user services program. Implement best practices, process improvements, and new technologies to enhance service delivery, improve response times, and increase user satisfaction.

• Software & Hardware Management: Oversee the deployment, configuration, and maintenance of end-user hardware and software. Ensure all equipment meets nuclear regulatory standards and that software is up-to-date and secure.

• Incident & Problem Management: Manage the resolution of complex end-user issues that could impact critical plant operations. Ensure that escalated incidents are tracked, analyzed, and resolved in a timely manner. Identify recurring issues and recommend solutions to prevent future occurrences.

• Collaboration with IT and Operations: Work closely with IT infrastructure, cybersecurity, and operational teams to ensure that end-user services are integrated with the overall IT strategy. Ensure that end-user IT services support nuclear operations and comply with all safety and regulatory standards.

• Vendor & Contract Management: Manage relationships with third-party vendors and service providers that supply end-user devices, software, or support services. Ensure compliance with service level agreements (SLAs) and contractual obligations.

• Security & Compliance: Ensure that end-user services comply with all relevant nuclear industry regulations and cybersecurity standards (e.g., NIST, ISO, and other regulatory frameworks). Regularly audit systems for compliance and security vulnerabilities, ensuring the safety of sensitive nuclear data and systems.

• Training & Knowledge Management: Develop and implement training programs for end-users to ensure that staff are proficient in using IT systems and services effectively. Maintain a knowledge base of common issues and solutions to improve the efficiency of support staff and end-users.

• Budget & Resource Management: Develop and manage the budget for IT end-user services, ensuring optimal allocation of resources. Track expenses and monitor performance against budget to ensure cost-effective service delivery.

• Reporting & Documentation: Provide regular updates to senior management on the performance of end-user services. Create detailed reports on incident resolutions, service level performance, and any ongoing issues or improvements.

Qualifications:

• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field. Master’s degree or equivalent certifications preferred.

• Experience:

  • Minimum of 7 years of experience in IT support, with at least 3 years in a managerial or program management role.
  • Experience in end-user support in a regulated or high-security environment, preferably in nuclear, energy, or critical infrastructure sectors.
  • Strong experience in managing IT support teams and user services.

• Certifications:​

  • ​​​​​​​ITIL certification or similar service management certification is highly preferred.
  • Project Management Professional (PMP) or equivalent certification a plus.
  • Relevant cybersecurity certifications (e.g., CompTIA Security+, CISSP) are beneficial.
     
• Skills & Competencies:
  • ​​​​​​​Familiarity with regulatory standards, such as those from the Nuclear Regulatory Commission (NRC), NIST, and ISO 27001.
  • Strong leadership and team management skills, with the ability to motivate, mentor, and develop IT support teams.
  • In-depth knowledge of IT service management frameworks and best practices.
  • Excellent communication and interpersonal skills with the ability to engage and manage relationships with internal and external stakeholders.
  • Strong troubleshooting and problem-solving abilities in complex IT environments.
  • Ability to manage multiple priorities in a fast-paced, high-stakes environment.

Future Tech Enterprise, Inc. is an award-winning IT solution provider with capabilities in 50 countries. We provide cost-effective and customized IT solutions – from computer hardware and software, to configuration and networking, to staffing and support, to enterprise-sized clients in every vertical market. OEM-agnostic, Future Tech is uniquely positioned to meet all of our clients' IT challenges, including: Security, Storage, Infrastructure, Collaboration, Disaster Prevention, Disaster Recovery and Business Continuity, Power Solutions and Asset Life Cycle Management.
Future Tech was named 2024 Dell Technologies' Federal Service Partner of the Year, Northrop Grumman Supplier Excellence 2024, and CRN Triple Crown - all were multiple years running. Future Tech also is one of few global IT solutions providers that is ISO 9001: 2015 Certified and AS 9100:2016. As supply chain complexities rise, Future Tech's investment in quality control provides a distinct competitive advantage.
#LI-Onsite