Implementation Services Manager

Overview

Lead team delivering help desk, training, and customization for federal Folio platform.

Key Responsibilities

• status reporting
• issue escalation
• help desk
• training materials
• service metrics
• agile sprints

Tasks

-Prepare status reports, dashboards, and performance summaries for internal leadership and the Customer to track service performance and program outcomes -Manage issue resolution and escalation processes, ensuring timely and accurate responses to agency inquiries and system support requests -Lead and manage the Implementation Services team delivering Help Desk, training, and customization support to federal agencies using the Folio platform -Develop and maintain training materials, user guides, and onboarding content to support adoption and effective system use across agencies -Oversee day-to-day service delivery operations, ensuring responsiveness, quality, and compliance with program objectives and federal standards -Monitor Help Desk metrics, service-level agreements (SLAs), and customer satisfaction to drive continuous improvement and operational excellence -Translate OMB A-11 capital planning and IT portfolio management policies into actionable system configurations and user support processes -Contribute to planning and execution of Agile sprints, working closely with software development and product management teams to align implementation services with system enhancements -Support change management and communication strategies to facilitate user adoption of new features and releases -Coordinate with the Customer, system owners, and technical teams to ensure seamless integration of functional requirements, enhancements, and user feedback

Requirements

• pmp
• agile
• itil
• bachelor's
• 8+ years
• public trust

What You Bring

-Bachelor's degree in Information Technology, Business, or a related discipline (Master's preferred) -Strong understanding of federal IT policies, modernization initiatives, and customer service best practices -8+ years of experience managing IT implementation, customer support, or service delivery functions for large-scale federal programs -Excellent organizational, communication, and stakeholder engagement skills with the ability to brief senior executives and program sponsors -U.S. Citizenship and ability to obtain or maintain a Public Trust clearance required -PMP or equivalent project management certification required; Agile or ITIL certification preferred -Experience developing and managing SLAs, metrics, and performance reporting for service delivery operations -Immediate vesting -Demonstrated expertise in OMB A-11 capital planning, CPIC, or federal IT portfolio management processes -Proven success managing teams providing Help Desk and training services within an Agile or DevOps environment

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Benefits

-Paid time off -Pet Insurance -Legal Shield and Identity Theft protection plans -Company-paid Life & AD&D insurance plan -Eligibility for an employer match -Voluntary benefits include: -401k plan with Roth option -Comprehensive medical, dental, and vision plans -Life & AD&D Insurance for employee, spouse, and children -Holidays - 11 paid holidays per year -Employee stock ownership plan (ESOP) - Pride in being an employee-owner and annual employer contribution (per plan guidelines) -Wellness Resources -Short-term and long-term disability (per plan guidelines) -Company-paid training and development program -Employee Assistance Program

About Techflow, Inc.

-Founded in 1995 amid the dot‑com boom, the firm began by modernizing systems for clients like DreamWorks, Toshiba and MGM. -Headquartered in San Diego with a coast‑to‑coast footprint, including DC and Idaho, it blends digital, platform, energy & maintenance expertise. -The company delivers advanced IT modernization, predictive analytics, EV infrastructure, cybersecurity and proactive maintenance. -Its Platform Services division keeps critical assets mission‑ready through lifecycle support, analytics and field logistics. -Energy & Mobility teams lead Net Zero strategy, EV planning/installation and secure energy simulation work.

Sector Specialisms

Security Clearance

-requires u.s. citizenship and ability to obtain or maintain a public trust clearance.