Implementation Services Manager

TechFlow is seeking an experienced Folio Implementation Services Manager to lead a high-impact initiative supporting a key federal government customer. This program delivers agile software development and implementation services to operate, modernize, and enhance two mission-critical systems that drive transparency and informed decision-making across the federal enterprise. As the Implementation Services Manager, you will guide the team responsible for providing Help Desk, training, and customization support to federal agencies-ensuring policy requirements and OMB A-11 capital planning processes are effectively translated into tailored technical solutions. If you're passionate about leading people, improving customer experiences, and advancing innovation in government technology, we invite you to bring your expertise to TechFlow's dynamic team.

The Implementation Services Manager leads the team delivering Help Desk, training, and customization support to member agencies. With strong project management skills and a deep understanding of OMB A-11 and capital planning processes, this role ensures policy requirements translate effectively into technical services tailored to diverse federal agency needs.

*This is a remote position but will require support on site at client location Washington DC on occasion.

Key Responsibilities

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

• Bachelor's degree in Information Technology, Business, or a related discipline (Master's preferred).
• 8+ years of experience managing IT implementation, customer support, or service delivery functions for large-scale federal programs.
• 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.
• Strong understanding of federal IT policies, modernization initiatives, and customer service best practices.
• Excellent organizational, communication, and stakeholder engagement skills with the ability to brief senior executives and program sponsors.
• Experience developing and managing SLAs, metrics, and performance reporting for service delivery operations.
• PMP or equivalent project management certification required; Agile or ITIL certification preferred.
• U.S. Citizenship and ability to obtain or maintain a Public Trust clearance required.

Founded in 1995 at the start of the dot-com revolution, TechFlow helped large commercial clients such as DreamWorks, Toshiba, MGM, and others modernize their business systems. Today, with deep operational roots in the bi-coastal innovation hubs of California and Washington DC, TechFlow continues as a leader in applying innovative engineering, technology, integration solutions, and support services to the Federal Government's most demanding mission and business challenges.

Our culture thrives on out-of-the-box thinking and the unique powerful entrepreneurial expressions of our employee-owners. As a 100% employee-owned company, we have a shared expectation of commitment, accountability, and responsibility driven by a culture that embraces innovation and new ideas. Our goal is not to do what has been done, but to do it better.

TechFlow has four principal lines of business: Platform Services, Digital Services, Base Operations and Energy and Mobility Solutions. Our company has a strong track record of successful contracts in both areas and encourages cross-collaboration.

TechFlow, Inc is 100% employee-owned. Come make a difference in a job that contributes to your future and helps us build an agile workplace!

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

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