Folio Implementation Services Manager

Folio Implementation Services Manager

The Folio implementation services manager leads the team delivering help desk, training, and customization support to member agencies in support of the General Services Administration's (GSA) Capital Planning and Investment Control (CPIC) Program Management Office (PMO) goals. 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.

Responsibilities

Manages tier 2 and tier 3 help desk support via telephone and email for the Folio Federal Shared Service, and tier 1 help desk support for the government-wide IT data reporting.

Maintain a responsive Tier 2 and Tier 3 help desk support for each CPIC PMO application by tracking, investigating, and resolving complex stakeholder inquiries and technical issues promptly to provide high-quality user support, knowledge continuity, and stakeholder satisfaction

Manage the development, maintenance, and delivery of approved user-friendly training materials that CPIC PMO customers and stakeholders can reference to efficiently complete common tasks and reduce dependency on direct support, thereby improving self-service and program scalability.

Conduct outreach meetings with federal agencies to understand their priorities and barriers for improved operational efficiencies, customer experience, and user satisfaction.

Develop and maintain user support materials aimed at reducing dependency on direct support, thereby enhancing self-service capabilities and improving program scalability.

Design and deliver comprehensive training programs to enable member agencies to effectively use the Folio Federal Shared Service and related applications.

Qualifications

Required :

Bachelor's degree or equivalent experience in Information Systems, Computer Science, or Computer Engineering.

Minimum of seven years of detailed experience in Help Desk / Service Desk, coupled with five years of experience in IT, including operational, support, and management services.

Strong project management skills

Deep understanding of OMB A-11 and capital planning processes

Company Overview

Integral partners with federal defense, intelligence, and civilian leaders to tackle their most important challenges and deliver positive outcomes. Since our founding in 1998, we have helped clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success. The forward-leaning solutions we deliver are tailored to each mission with a focus on keeping our nation safe and secure.

Integral is headquartered in McLean, VA and serves clients throughout the country.

We offer a comprehensive total rewards package including paid parental leave and immediate vesting in our 401(k). Give us a try and become part of a curated group of professionals at Integral Federal!

Our package also includes :

Medical, Dental & Vision Insurance

Flexible Spending Accounts

Short-Term and Long-Term Disability Insurance

Life Insurance

Paid Time Off & Holidays

Earned Bonuses & Awards

Professional Training Reimbursement

Paid Parking

Employee Assistance Program

Equal Opportunity Employer / Protected Veteran / Disability