Program Manager II

Job Summary

A company is looking for a Program Manager II to lead the operations of the U.S. Customs and Border Protection Technology Service Desk.

Key Responsibilities

• Serve as the primary point of contact for the Contracting Officer Representative and senior government managers
• Oversee the 24x7x365 operations of a global service desk providing Tier 1 support and advanced support services
• Drive continual service improvements and ensure quality performance in alignment with Help Desk Institute and ITIL standards

Required Qualifications

• Minimum of five years' experience managing a 24/7 IT Service Desk operation with at least 50 staff
• Demonstrated experience leading IT Service Desk operations in alignment with HDI and ITIL best practices
• Experience with workforce management, quality assurance, and knowledge management
• Ability to work collaboratively with government stakeholders and cross-functional teams
• U.S. citizenship and ability to obtain/maintain a CBP Public Trust clearance