POSITION:     Project Manager

LOCATION:    Aberdeen Proving Ground, MD

SCOPE:  Serves as the onsite Project Manager providing leadership and managerial oversight of a major IT support contract for the Army Test and Evaluation Command (ATEC) at the Aberdeen Test Center (ATC).

RESPONSIBILITIES: Working leader providing s daily supervision of IT technical staff at the ATC. Responsible for program tasking, scheduling, operational performance, and staff supervision.  Responsible for defining staffing requirements and evaluating and selecting candidates. Schedules and monitors work operations on a daily basis and actively assists or provides direction to project team as required. Establishes, executes and manages programmatic performance goals.

QUALIFICATIONS:

• Bachelor’s Degree in Engineering, Computer Science, or related field.
• 9 years’ experience in a DoD IT related discipline
• 10 years’ experience leading 20 or more employees
• DoD Computing Environment, Security+ (or equivalent DOD Directive 8570.1 IAT II) and at least 1 certification in the project management field.

SECURITY CLEARANCE:  DoD Top Secret Clearance

Position/Title:            Financial/Cost Analyst

Position Summary:   An exempt position – responsible for the financial/cost analysis activities at Caelum HQ located in Rockville, MD.

Essential Duties and Responsibilities:

Financial/Cost Analysis and Reporting (Project/Dept):

• Track/Analyze project direct costs
• Prepare budgets/forecasts and report variances against actual
• Prepare internal reports to facilitate sound management decisions
• Prepare external project reports in accordance with contract deliverables
• Prepare large customer invoices for responsible projects
• Support pricing activities for both new and existing Task Orders
• Review/Compliance with contractual documents and funding modifications
• Monitor, Analyze and Report contract performance in accordance with government specifications and requirements
• Prepare/Assist contract close-out procedures
• Assist monitor contractual and financial performance to identify and mitigate risks.

Other:

• Seek out opportunities for continuous improvement
• Other related duties as assigned.

Education/Experience Required:

• Bachelor’s degree in accounting, finance, or related field.
• At least two years of experience in Federal Government Contracting; experience in all types of contracts (T&M, CPAF, CPFF, and FFP) and cost/price analysis.
• Working knowledge of Deltek Costpoint and Time & Expense, relevant federal regulations, including FAR requirements.
• Working knowledge and proficiency in MS Office applications
• Ability to work independently and work with others.
• Good verbal and written communication skills.

Reporting/Interface Relationships:

• Reports to Caelum’s CFO located at Caelum HQ, Rockville, MD.
• Interfaces on a regular basis externally with customers, vendors, and teaming partners.
• Participate in monthly meetings, and internally interface with other program or project managers, HR, and support group members as needed.

Compensation and Other Financial Considerations at Hire:

• The title is commensurate with candidate’s qualification and experience.
• Base salary is open, depending upon background and experience of successful candidate.
• This position is an incentive-oriented position; in addition to base salary and comprehensive fringe benefits, this position is eligible for incentive compensations directly related to revenues and earnings growth as a result of the candidate’s effort.

Contact Information:FinancialJobs@caelum.com

An Equal Opportunity Employer:

Caelum is an Equal Opportunity Employer – does not discriminate on the basis of race, color, national origin, military status, gender, religion, age, sexual orientation, political preference or disability in employment or the provision of service.

Disclaimer:

The preceding job description describes the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Location: Onsite at Government facility at Aberdeen Proving Ground, Maryland

Job Title: IT Project Manager

Clearance Level: Active DoD – Top Secret/SCI

Required Certification(s): PMP; Security+ CE, IAT Level 2

**Selected applicants may be subject to a government security investigation and must meet eligibility requirements for access to classified information. **

SUMMARY:

The Project Manager Mission Command (PM MC) provides leaders and Soldiers with the Mission Command and Situational Awareness capabilities that have fundamentally changed American warfare, drastically improving our capability to execute full spectrum operations. PM MC provides integrated system-of-system solutions to Army and Joint warfighters, whose products include computer hardware, software, communications and network management infrastructure.  The Mission Command Support Center (MCSC), under PM MC, is an integral part of the Program Executive Office – Command, Control, & Communications-Tactical (PEO-C3T) capability portfolio, providing a centralized capability to deploy, integrate, monitor, test, manage, modernize, evaluate and sustain fielded and enterprise-hosted MC capabilities.  The MCSC mission is one of constant change and adaptation, always responding to enable deployment of new capabilities, while assuring current capabilities are at an optimal state of readiness throughout globally deployed and networked assets.  The MCSC infrastructure consists of three Government-owned operations centers located at Aberdeen Proving Ground, MD, Fort Carson, CO and Fort Hood, TX.  From these operation centers, a global infrastructure of networks and security domains, applications, data and enterprise services are managed across all operational theaters.

DUTIES:

The MCSC is a complex integration of technical computing and network infrastructure, supporting a wide range of programs, operational units, and Army and Joint leadership stakeholders. The MCSC is in a constant state of evolution, simultaneously supporting current fielded Mission Command capabilities, while supporting the planning, integration, evaluation, fielding and accreditation of its infrastructure as well as that of supported C5ISR programs dependent on MCSC infrastructure capabilities. The Project Manager provides the key coordination of all MCSC support activities delivered by this PWS, to PM MC and other Government stakeholders.

* Serves as the lead for all communication and coordination of contract support efforts across all operations and technical support tasks.

* Reports directly to Government leadership on all communications, with exception of delegated routine communications by the Operations Manager and the Technical Integration Lead.

* Provides reports and briefings as necessary to communicate task status, challenges, risks, etc. to Government leadership.

* Provides coordination between task support leads and Government leadership, to facilitate communication of status and receipt of requirements guidance, as necessary to establish and execute MCSC support tasks.

* Performs other duties, as needed, to fulfill the intent of this key position.

QUALIFICATIONS:

* BA/BS in an IT discipline related to the assigned program area (Network Engineering, Network Management, Computer Science, Information Systems, Computer or Software Engineering, Management Information Systems).

* 10 years’ experience

* Project Management Professional (PMP) certification

* DoD Computing Environment

* Security + or equivalent DoD Directive 8570.1 IAT II)

* IAT Level 2

NON-TECHNICAL SKILLS:

* Good communicator, professional, strong multi-tasker.

* Send Resumes to: PMMC-Jobs@caelum.com

Location: Onsite at Government facility at Aberdeen Proving Ground, Maryland

Job Title: Operations Manager

Clearance Level: Active DoD – Secret

Required Certification(s): Security+ CE, IAT Level 2

**Selected applicants may be subject to a government security investigation and must meet eligibility requirements for access to classified information. **

SUMMARY:

The Project Manager Mission Command (PM MC) provides leaders and Soldiers with the Mission Command and Situational Awareness capabilities that have fundamentally changed American warfare, drastically improving our capability to execute full spectrum operations. PM MC provides integrated system-of-system solutions to Army and Joint warfighters, whose products include computer hardware, software, communications and network management infrastructure.  The Mission Command Support Center (MCSC), under PM MC, is an integral part of the Program Executive Office – Command, Control, & Communications-Tactical (PEO-C3T) capability portfolio, providing a centralized capability to deploy, integrate, monitor, test, manage, modernize, evaluate and sustain fielded and enterprise-hosted MC capabilities.  The MCSC mission is one of constant change and adaptation, always responding to enable deployment of new capabilities, while assuring current capabilities are at an optimal state of readiness throughout globally deployed and networked assets.  The MCSC infrastructure consists of three Government-owned operations centers located at Aberdeen Proving Ground, MD, Fort Carson, CO and Fort Hood, TX.  From these operation centers, a global infrastructure of networks and security domains, applications, data and enterprise services are managed across all operational theaters.

DUTIES:

The MCSC enables a globally distributed 24/7/365 Mission Command capability. The Operations Manager oversees and directs the contractor support staff to assure the MCSC operations, maintenance and support activities are effective and efficient in delivering mission critical capability and maintaining the readiness and security posture of the MCSC infrastructure.

* Manages and coordinates MCSC operations and maintenance.

* On call 24/7/365, responsible for coordinating all MCSC operational emergencies and mission demands.

* Reports directly to Government leadership for routine and other time-sensitive communication requirements specific to MCSC operations.

* Serves as the first-line supervisor of all operations and help desk support staff in the MCSC.

* Represent the contractor in Government leadership forums as the SME for MCSC operations.

* Possess domain expertise in Satellite Communications (SATCOM) and network system operations, help desk coordination, expeditionary military network operations, Continuity of Operations (COOP) planning, facilities and cyber security, and project management.

* In coordination with the Project Manager, the Technical Integration Lead and Government staff, recommend and develop executable plans to manage the evolution of the MCSC infrastructure and support staff posture, to address infrastructure obsolescence, and evolving capability and support requirements.

* Represent MCSC Operations at the Network Configuration Control Board engagements.

* Appoint an acting Operations Manager, to Government leadership, that is responsible for MCSC operations and maintenance, when necessary, due to absence of the Operations Manager.

* Serves as liaison with Defense Information Systems Agency (DISA), Continental United States (CONUS) Theater Network Operations and Security Center (CTNOSC) and local Network Enterprise Center (NEC) for system status reporting and local and long haul information service requirements, as listed in MCSC Network Operations Center SOPs and the NEC operations SOPs.

* Performs other duties, as needed, to fulfill the intent of this key position.

QUALIFICATIONS:

* BA/BS in an IT discipline related to the assigned program area (Network Engineering, Network Management, Computer Science, Information Systems, Computer or Software Engineering, Management Information Systems).

* 10 years’ experience

* DoD Computing Environment

* Security + or equivalent DoD Directive 8570.1 IAT II)

* IAT Level 2

NON-TECHNICAL SKILLS:

* Good communicator, professional, strong multi-tasker.

* Send Resumes to: PMMC-Jobs@caelum.com

Location: Onsite at Government facility at Aberdeen Proving Ground, Maryland

Job Title: Tactical Integration Lead

Clearance Level: Active DoD – Top Secret/SCI

Required Certification(s): Security+ CE, IAT Level 2

**Selected applicants may be subject to a government security investigation and must meet eligibility requirements for access to classified information. **

SUMMARY:

The Project Manager Mission Command (PM MC) provides leaders and Soldiers with the Mission Command and Situational Awareness capabilities that have fundamentally changed American warfare, drastically improving our capability to execute full spectrum operations. PM MC provides integrated system-of-system solutions to Army and Joint warfighters, whose products include computer hardware, software, communications and network management infrastructure.  The Mission Command Support Center (MCSC), under PM MC, is an integral part of the Program Executive Office – Command, Control, & Communications-Tactical (PEO-C3T) capability portfolio, providing a centralized capability to deploy, integrate, monitor, test, manage, modernize, evaluate and sustain fielded and enterprise-hosted MC capabilities.  The MCSC mission is one of constant change and adaptation, always responding to enable deployment of new capabilities, while assuring current capabilities are at an optimal state of readiness throughout globally deployed and networked assets.  The MCSC infrastructure consists of three Government-owned operations centers located at Aberdeen Proving Ground, MD, Fort Carson, CO and Fort Hood, TX.  From these operation centers, a global infrastructure of networks and security domains, applications, data and enterprise services are managed across all operational theaters.

DUTIES:

The MCSC is a geographically distributed, complex system of communication networks and networked software and service capabilities.  The MCSC infrastructure is driven by evolution of multiple programs of record and integrated Commercial off the Shelf (COTS) technology, changes in interoperability requirements, increasing cybersecurity requirements, and Army/DoD strategic objectives such as enabling data-centric and distributed cloud-enabled Joint All-Domain Command and Multi-Domain Operations (JADC2/MDO) capabilities. The MCSC Technical Integration Lead is overall responsible for supporting the holistic MCSC technical integration planning and execution, and technical support coordination, to support the operational support contracts, as well as effectively support Government planning and responsiveness to changing MCSC support requirements.  The Technical Integration Lead shall:

* In coordination with the Operations and Project Manager, define and maintain a phased and evolutionary MCSC infrastructure maintenance and modernization plan, subject to governance and approval of PM MC. This plan addresses infrastructure obsolescence, technology adoption, cybersecurity posture requirements, and other attributes necessary to the effective planning and evolution of the MCSC infrastructure.

* Provide direct and coordinated technical support to MCSC/PM MC team members in addressing product design challenges related to MCSC integration, hosting and other support requirements. Participate in requirements and design reviews, etc., to assure MCSC infrastructure and integrated capability objectives are communicated to and understood by Government program stakeholders.

* Provide planning and integration technical support to PM MC, or designated representative(s) for assuring MCSC operational readiness during hardware installations/de-installations, hardware/software changes, and other infrastructure evolution.  Maintain positive configuration management and change control of MCSC infrastructure and supporting documentation.

* Maintain authoritative documentation of MCSC infrastructure configuration, technology dependencies, and other documentation necessary to support MCSC integration and evolution planning, as well as cybersecurity RMF accreditation data product requirements.

* Provide continuous monitoring and evaluation of MCSC infrastructure performance, as well as technology and product dependencies, to support prediction and planning of hardware and software product End of Life (EOL) driven maintenance and modernization requirements.

* Maintain current work, and support analysis of, emerging technologies that address MCSC capability and support challenges from the perspective of technology obsolescence; cost of ownership; cybersecurity posture; general maintainability, availability, and reliability; and end-user usability and performance requirements.

* Provide and coordinate technical support to helpdesk and other support requests.

* Provide technical support to Government leadership planning and analysis tasks, in addition to integration coordination of MCSC infrastructure dependencies provisioned by other contracts and Government organizations.  Examples of this include NETCOM provisioned networks, commercial cloud computing service providers, and Government-contracted SATCOM capabilities.

* Provide planning and coordination of MCSC DevSecOps and other software integration activities driving MCSC organic software capabilities, and those of supported systems that are developed, integrated and hosted by MCSC DevSecOps and other computing infrastructure.

* Provide responsive and effective technical support to network outages, and other MCSC capability degradation or loss events, in coordination with the Operations Manager and Government leadership.

* Provide support to MCSC/PM MC team members in software upgrades and cyber vulnerabilities in new technologies.

* Review and edit technical documentation for content and accuracy.

* Develop briefings and information papers, and participate in meetings in support of Government leadership, as needed to communicate MCSC objectives, capabilities and challenges to stakeholders.

* Performs other duties, as needed, to fulfill the intent of this key position.

QUALIFICATIONS:

* BA/BS in an IT discipline related to the assigned program area (Network Engineering, Network Management, Computer Science, Information Systems, Computer or Software Engineering, Management Information Systems).

* 10 years’ experience

* DoD Computing Environment

* Security + or equivalent DoD Directive 8570.1 IAT II)

* IAT Level 2

NON-TECHNICAL SKILLS:

* Good communicator, professional, strong multi-tasker.

* Send Resumes to: PMMC-Jobs@caelum.com

Location: Onsite at Government facility at Aberdeen Proving Ground, Maryland

Job Title: Deputy Project Manager

Clearance Level: Active DoD – Secret

Required Certification(s): PMP; Security+ CE, IAT Level 2

**Selected applicants may be subject to a government security investigation and must meet eligibility requirements for access to classified information. **

SUMMARY:

The Project Manager Mission Command (PM MC) provides leaders and Soldiers with the Mission Command and Situational Awareness capabilities that have fundamentally changed American warfare, drastically improving our capability to execute full spectrum operations. PM MC provides integrated system-of-system solutions to Army and Joint warfighters, whose products include computer hardware, software, communications and network management infrastructure.  The Mission Command Support Center (MCSC), under PM MC, is an integral part of the Program Executive Office – Command, Control, & Communications-Tactical (PEO-C3T) capability portfolio, providing a centralized capability to deploy, integrate, monitor, test, manage, modernize, evaluate and sustain fielded and enterprise-hosted MC capabilities.  The MCSC mission is one of constant change and adaptation, always responding to enable deployment of new capabilities, while assuring current capabilities are at an optimal state of readiness throughout globally deployed and networked assets.  The MCSC infrastructure consists of three Government-owned operations centers located at Aberdeen Proving Ground, MD, Fort Carson, CO and Fort Hood, TX.  From these operation centers, a global infrastructure of networks and security domains, applications, data and enterprise services are managed across all operational theaters.

DUTIES:

The MCSC is in a constant state of evolution, simultaneously supporting current fielded Mission Command capabilities, while supporting the planning, integration, evaluation, fielding and accreditation of its infrastructure as well as that of supported C5ISR programs dependent on MCSC infrastructure capabilities. The Deputy Project Manager will support and back-up the Program Manager for key coordination of all MCSC support activities delivered by this PWS, to PM MC and other Government stakeholders.

* Support the Project Manager and, when necessary, lead all communication and coordination of contract support efforts across all operations and technical support tasks.

* Report through the Project Manager, when necessary, or directly to Government leadership on all communications, with exception of delegated routine communications by the Operations Manager and the Technical Integration Lead.

* In coordination with the Project Manager, the Deputy Project Manager provides reports and briefings as necessary to communicate task status, challenges, risks, etc. to Government leadership.

* In coordination with the Project Manager, the Deputy Project Manager provides coordination between task support leads and Government leadership, to facilitate communication of status and receipt of requirements guidance, as necessary to establish and execute MCSC support tasks.

* Performs other duties, as needed, to fulfill the intent of this key position.

QUALIFICATIONS:

* BA/BS in an IT discipline related to the assigned program area (Network Engineering, Network Management, Computer Science, Information Systems, Computer or Software Engineering, Management Information Systems).

* 6 years’ experience

* Project Management Professional (PMP) certification

* DoD Computing Environment

* Security + or equivalent DoD Directive 8570.1 IAT II)

* IAT Level 2

NON-TECHNICAL SKILLS:

* Good communicator, professional, strong multi-tasker.

* Send Resumes to: PMMC-Jobs@caelum.com

Job Title: Help Desk Support Service Specialist – Intermediate (IT Certified Professional – Intermediate)

Location: Redstone Arsenal, Huntsville, AL 35898

Clearance Level: Active DoD – Secret

Required Certification(s): A+, Security +, IAT Level 2

SUMMARY:

The Office of the Chief Information Officer (OCIO) provides Information Technology (IT) support to PEO MS which is a Continental United States (CONUS) organization. The OCIO provides centralized life cycle management, direction, guidance, and support for the acquisition, sustainment, maintainability, supportability, and implementation of the PEO, Information Mission Area (IMA). PEO MS is an approved Data Center providing hosting to multiple organizations, Cloud Infrastructure as a Service (IaaS) and Cloud Platform as a Service (PaaS) throughout the US Army Acquisition community.

DUTIES:

• PEO MS end user support, ticket response, resolution, and escalation for apps/SP.
• Respond to inquiries from computer users and assist in resolving IT problems.
• Diagnose computer hardware and software issues.
• Respond to telephone calls and utilize the automated service desk to assist customers with computer/software problems.
• Diagnose the nature of the problem and walk the customer through the problem-solving steps.
• Provide technical guidance in the utilization of computer hardware and software, including installation, operation, and troubleshooting.
• Be proficient in the software and hardware used by the government.
• Be able to readily provide guidance and resolve issues.
• Provide technical assistance support services, including receiving, logging, routing, resolving trouble calls, and follow-up reporting.
• Operate and provide technical assistance on computer equipment, including desktops, laptops, portable computers, high-speed printers, scanners, plotters, printers, and other specialized computer equipment.
• Provide reporting that includes metrics, such as number of calls, types of calls, resolution times, trend analysis, and other data that will assist the government in managing the Service Desk and assisting customers.

Education:

• BA/BS w/5+ years’ experience or AA w/7+ years’ experience

Technical Certifications:

• A+, or Security +, or Net+
• IAT Level I

Non-Technical Skills:

• Good communicator, professional, strong multi-tasker.

Caelum Research Corporation is now searching for an experienced Senior Configuration Management Specialist to support a future government customer at Fort Meade, Maryland.

Develop, design, and establishes software configuration management planning documentation and procedures. Authorize the release of software change-sets, processes, drawings and software configuration changes specified by the Customer and other functional groups. Provide subject matter advice and guidance on CM best practice methods, standards, and requirements to individuals responsible for software lifecycle management.

• Provides configuration management planning.
• Describes provisions for configuration identification, change control, configuration status accounting, and configuration audits.
• Regulates the change process so that only approved and validated changes are incorporated into product documents and related software.
• Prepares provisions for configuration identification and change control and regulates the change process to incorporate approved and validated changes only into product documents.
• Evaluates performance results and recommends changes affecting project growth and success. Monitor and manage corrective action plans and implements process improvement responses as required.
• Functions as a technical expert across multiple project assignments.

Preferred Skills:

• Experience working with Continuous Integrations tools
• Experience designing and managing a CMDB
• Experience in managing development and delivery of multiple overlapping releases
• Knowledge of enterprise-level applications
• Knowledge of CMMI Level 3 processes
• Familiarity with Risk and Issue Management

Requirements:

• 7+ years experience in relevant field required
• Secret Security Clearance
• Must possess a proven ability to work independently, collaboratively and communicate effectively in a fast-paced environment as well as excellent customer support skills and strong attention to detail.
• The position may require a COVID vaccination or an approved accommodation/exemption for a disability/medical condition or religious belief as required by federal, state, provincial or local mandates or customer requirements.

Caelum Research Corporation is now searching for an experienced Senior Network Specialist to support a future government customer at Fort Meade, Maryland. This position requires experience in integration complex information technology systems in a program with global reach supporting the warfighter.

• Provides technical guidance for directing and monitoring information systems operations. Designs, builds, and implements network systems.
• Directs compilation of records and reports concerning network operations and maintenance. Troubleshoots network performance issues.  Analyzes network traffic and provides capacity planning solutions.
• Monitors and responds to complex technical control facility hardware and software problems. Interfaces with vendor support service groups to ensure proper escalation during outages or periods of degraded system performance.
• Manages the purchase, testing, installation, and support of network communications, including LAN/MAN/WAN systems.
• Performs system-level design and configuration of products including determination of hardware, OS, and other platform specifications.
• Plans large-scale systems projects through vendor comparison and cost studies.
• Performs a variety of systems engineering tasks and activities that are broad in nature and are concerned with major systems design, integration, and implementation, including personnel, hardware, software, budgetary, and support facilities and/or equipment.
• Provides quality assurance review and the evaluation of new and existing software products.
• Provides assistance and oversight for all information systems operations activities, including computer and telecommunications/communications operations, data entry, data control, LAN/MAN/WAN administration and operations support, operating systems programming, system security policy procedures, and/or web strategy and operations.
• Provides input to policy level discussions regarding standards and budget constraints.
• Supervises all personnel engaged in the operation and support of network facilities, including all communications equipment on various platforms in large scale or multi-shift operations.
• Supervises complex operations that involve two or more additional functions such as, but not limited to, network operations, systems security, systems software support, and production support activities.
• Monitors and responds to hardware, software, and network problems.

Preferred Skills:

• Extensive knowledge of network connectivity, technologies, protocols, and security.
• Exceptional analytical and problem-solving skills.
• Excellent interpersonal, communication, and collaboration skills.
• Great organizational and time management skills.

Requirements:

• 7+ years experience in relevant field required
• Security+ DoD 8570 certification, or higher.
• Secret Security Clearance
• Must possess a proven ability to work independently, collaboratively and communicate effectively in a fast-paced environment as well as excellent customer support skills and strong attention to detail.
• The position may require a COVID vaccination or an approved accommodation/exemption for a disability/medical condition or religious belief as required by federal, state, provincial or local mandates or customer requirements.

FUNCTIONAL POSITION TITLE:  MILITARY PERSONNEL LEAD

LOCATION: FORT LEE, VA

SECURITY ELIGIBILITY REQUIREMENT: FAVORABLY ADJUDICATED TIER 3 OR SECRET CLEARANCE

EXPERIENCE:  At least three years of experience in the military HR domain.

NARRATIVE DESCRIPTION OF DUTIES: Serves as professional customer service specialist and section lead and achieves customer satisfaction by delivering military HR services in a professional, courteous, and timely manner.

Lead a section and coordinates with supported unit administrative personnel, unit commanders, and other installation service providers. Trains staff and manages staff and conducts detailed briefings and counsels Soldiers and Family Members in groups or individually on detailed HR procedures. Performs as HR specialist and section lead within military HR work centers that may include Personnel Records, Information Systems and Automation Support, In & Out Processing, DEERS/Identification Card Management, Soldier Readiness Processing, Soldier Actions, Promotion Processing, Reassignment Processing, Casualty and Line of Duty Management, Administrative Services, Transition Processing, Retirement Services. Demonstrates expert knowledge of HQDA governing directives, HR policies, and installation operating procedures. Researches records, policy, directives, regulations and/or other historical documents to verify accuracy of records or determine benefits eligibility. Relies on experience and judgment to plan and accomplish goals. Exercises creativity and latitude in executing delivery of HR services. Collects workload and performance information using established quality control metrics. Monitors customer satisfaction levels obtained via the Interactive Customer Evaluation (ICE) System.